Experience

FullFibre Limited

• United Kingdom
• Telecommunications
• 100 - 200 Employee

• Openreach Coordinator

  • Sep 2022 - Present



NHS England

• United Kingdom
• Hospitals and Health Care
• 700 & Above Employee

• Case Officer

  • May 2022 - Sep 2022



Paragon Banking Group PLC

• United Kingdom
• Financial Services
• 700 & Above Employee

• Customer Relations Team

  • May 2018 - May 2022

  • Inbound complaint calls from customers and other colleagues via escalation. • Keeping up to date with industry and company regulations and news is essential to ensure I remain compliant and working to a high standard, with the customer at the centre of what I do. • Leading projects on root cause analysis for complaints This was to feedback to necessary areas of the business and recommend improvements to processes and procedures. • My approach to Customer Service and particularly my writing skills have been highlighted as a strength for which I have been selected to complete 121 coaching with a member of my team for his own letter writing skills to which we saw positive and sustainable results. • Dealing with high level regulatory work. I work with the management team who deal with FCA Return which includes analysing complaint information and relaying this back to the regulatory body. This allows them to finalise their own publicised reports about the success and longevity of the business. • Dealing with vulnerable customers who may not be able to make their monthly payments, have personal issues which may mean their house and/or motor vehicles needs to be repossessed. • Deal with a large range of authorised third parties such as citizens advice, carers, legal guardians and solicitors. Key Achievement: I was part of the 2018 and 2019 Corporate Games and built relationships with members of Paragon across multiple sites Show less



EDF Energy Services

• United States
• Utilities
• 1 - 100 Employee

• Customer Solutions Team

  • May 2017 - Mar 2018

  • Using excellent questioning skills to establish why a customer is complaining in order to reach a mutual resolution that has the customer and business needs in equal balance. This is pivotal when dealing with vulnerable customers, making sure specific and necessary requirements are taken into consideration. • Coaching the team and wider business including seniors to think outside the box with resolutions and resolve complex member issues. • Creating positive and long-lasting member and employee relationships. • Reporting frequently to the regulator and external third parties on numbers of complaints and other figures. • Single-handedly managing a web causation project where I monitored the types of complaints the company receive, working them as my own and providing feedback to high level stakeholders. Furthermore, giving feedback to advisors and managers so they can improve their processes to reduce incoming complaints moving forward. • Identifying and signposting customers to the necessary and relevant support businesses when being made aware of vulnerabilities in the property. IncomeMax and Citizens advice to name two. Key Achievement: took on the role of South West Engagement Advocate. Liaising with stakeholders, senior level management and acting as a point of contact for charity events, engagement surveys and incentives. This also included travel cross-site and country. Show less



EDF (UK)

• United Kingdom
• Utilities
• 700 & Above Employee

• Customer Service Advisor

  • May 2014 - May 2017

  • Taking inbound calls on a day-to-day basis in line with the standard expected by the company and exceeding targets set within my department. • Continuously endeavoured to have the perfect conversation and to become a force for good within EDF Energy and embody the company values. • Working as part of a team and surpassing individual targets I became a point of contact for current and new staff and was relied upon to coach compliance, performance and system process improvement across the Southwest offices. • I went on to achieve the accolade of Company Maker site lead, this included representing other company makers on teleconferences and also EDF Energy externally as part of volunteer activities. Show less