Experience

Aioi Nissay Dowa UK
• United Kingdom
• Insurance
• 1 - 100 Employee
• Insurance

  • Feb 2022 - Present


Tescobank

• United Kingdom
• Banking
• 700 & Above Employee

• Customer Service Representative

  • Mar 2019 - Oct 2021

  I work as part of the Credit Card Team within Tesco Bank providing great customer service aiming to resolve the customers various financial queries at the first point of contact through use of multiple channels, products and use of front and back office processes, identifying opportunities to improve service and processes for both customer and colleague. My aim is to offer great service for every customer at every step – answering queries, building trust, etc working with my team and manager providing support and feedback to improve the service and experience for both colleagues and customer Show less



Sitel

• Australia
• Telecommunications
• 200 - 300 Employee

• Customer Service Associate

  • May 2018 - Mar 2019

  In the current job role I work in both a sales and customer service role on behalf of one of the world leading companies in customer service and satisfaction. Attending to any needs and queries of the customers and providing the highest quality customer service on behalf of John Lewis. At present in my role I am currently working support on the calling floor for new staff coming out of training, to help them develop the skills and knowledge they have gained from training to effectively use them in dealing with the varied situations they face daily within the customer services for John Lewis. Show less



Motel One Group

• Germany
• Hospitality
• 400 - 500 Employee

• Night Auditor

  • Jan 2018 - May 2018

  As a night auditor my responsibilities and duties of the front desk and accounting duties. The auditor accounts for the day's business and remains available to serve the overnight needs of customers. In areas of the accounts the main focus is the guest ledger, which is the collection of accounts for all current registered guests of the hotel. I ensured the accuracy of information on the guest ledger, makes sure all guests have checked out at the appropriate time and gathers all paperwork necessary to successfully complete the audit. In areas of the front desk functions include check-in, check-out, making reservations, handling guest complaints and room assignment. I made myself readily available at the front desk to respond to overnight emergencies and working with security personnel to keep watch over the property. Show less



Sky

• France
• Wireless Services

• Sales Advisor

  • Sep 2010 - Jan 2018

  As an inbound sales advisor in the Newcastle office, I'm responsible for ensuring our existing and potential customers receive a great service, through me. My key responsibilities are to deliver against sales and service targets on a daily basis and the continued improvement and development of the sales community, and the Sky Brand. I have proven flexible in the years I have worked here, by moving to where business requirements take me, for example being Attraction, Winback, OCP, MDU and DORT. By living & displaying the company's values I have ensured our staff, and customers 'believe in better'. Key Achievements & Success • I took responsibility as the NPS champion and was tasked with Increasing team NPS (Net Promoter Scores) by monitoring calls and collating customer feedback on a week by week basis, and providing feedback and coaching for agents scoring between 1-4 classed as super detractors. This has proven to be a success as we have noted an increase in NPS scores from 30% to 50%. • I was successful in becoming a shine champion in which I led the sales/retention departments through a full briefing and training into the awards and recognition system for SKYUK 'Shine' which has given staff the chance to get recognition for themselves and others in the department, this has proven successful as we have noted an increase in both productivity and morale. • Ran outbound campaign to deliver increased subscriber volume at the end of each quarter to maximize all opportunities available to increase stats. • I have experience in management when covering for CEL's in which I have been required to meet sales targets set by the department. Alongside this provided feedback and coaching to agents on the team to help improve performance and morale. Show less