Experience

ANNA Money

• United Kingdom
• Financial Services
• 100 - 200 Employee

• Lead-Link for Compliance Circle

  • May 2019 - Present

  My main responsibilities involve liaising with the founders, heads of compliance and our heads of development, to improve our compliance process through changes to operating procedure and changes to the software that we use. In addition to this, I am also responsible for leading training and meetings for the compliance agents to ensure everyone is working in the right standards My main responsibilities involve liaising with the founders, heads of compliance and our heads of development, to improve our compliance process through changes to operating procedure and changes to the software that we use. In addition to this, I am also responsible for leading training and meetings for the compliance agents to ensure everyone is working in the right standards



Opus Energy

• United Kingdom
• Utilities
• 200 - 300 Employee

• Complaints Specialist

  • Feb 2017 - May 2019

  This role entailed taking complaint calls from dissatisfied customers. The main goal was to analyse the issue resolve the problem on that call, however if not possible, the complaint would be logged for the back office team to resolve at a later date. However after a year I was promoted to a back office agent. This involved a lot more responsibility, managing my own time and workload, ensuring all complaints were dealt with effectively and compliantly. This role entailed taking complaint calls from dissatisfied customers. The main goal was to analyse the issue resolve the problem on that call, however if not possible, the complaint would be logged for the back office team to resolve at a later date. However after a year I was promoted to a back office agent. This involved a lot more responsibility, managing my own time and workload, ensuring all complaints were dealt with effectively and compliantly.



British Gas

• United Kingdom
• Utilities
• 700 & Above Employee

• Customer Service Specialist

  • Jun 2015 - Aug 2016

  My role within British Gas was to assist customers with any enquiries they have, this can be anything from billing queries to issues with their meters. I was specialised in smart meters, so that means that I dealt mainly with customers who have smart meters installed and resolve any queries they have. Similarly to my last role, my aim was to provide my customers with the best possible experience. My role within British Gas was to assist customers with any enquiries they have, this can be anything from billing queries to issues with their meters. I was specialised in smart meters, so that means that I dealt mainly with customers who have smart meters installed and resolve any queries they have. Similarly to my last role, my aim was to provide my customers with the best possible experience.



Serco

• IT Services and IT Consulting
• 700 & Above Employee

• Customer Recovery / Net Promoter Score Adviser (SDG Contract)

  • Oct 2012 - Jun 2015

  My role was to collate and analyse survey results, then contact customers have recover customers who have had a negative experience with us. Having gone through a number of training programs I now have a vast knowledge of consumer law and can deal with high level complaints such as product liability claims. My role was to collate and analyse survey results, then contact customers have recover customers who have had a negative experience with us. Having gone through a number of training programs I now have a vast knowledge of consumer law and can deal with high level complaints such as product liability claims.



University of South Wales

• Higher Education
• 700 & Above Employee

• Guest Lecturer

  • Mar 2012 - Jun 2012

  Gave lectures to both a masters course and a bachelors degree course. My main role was to give lectures and lessons on various aspects of software engineering including UML, process models and procedures. Gave lectures to both a masters course and a bachelors degree course. My main role was to give lectures and lessons on various aspects of software engineering including UML, process models and procedures.



Wiltshire College & University Centre

• United Kingdom
• Higher Education
• 300 - 400 Employee

• Guest Lecturer

  • Sep 2010 - Jun 2012

  In this position, I taught at national diploma and foundation degree level. My main role was to give lectures and lessons on various parts of games development including game engines, software design, object oriented design, legal issues in the industry etc. I also gave lessons in working with others and other key skills. I was also responsible for creating lots of paper work including lesson plans and schemes of work for the whole year, as well as writing and marking all of the assignments. I also achieved a level 2 on an Ofsted inspection.