Experience

Marlborough

• United Kingdom
• Investment Management
• 100 - 200 Employee

• Senior Investor Support Administrator

  • Nov 2021 - Present



musicMagpie

• United Kingdom
• Technology, Information and Internet
• 100 - 200 Employee

• Complaints Handler

  • Jan 2021 - Present

  Identify the root cause of a complaint as part of fair and thorough complaint investigations, ensuring all complaint points are fully understood and responded to ensure that fair outcomes are achieved for each customer. Reporting information internally and for customers, using Zendesk and internal reporting tools, in a timely and accurate fashion. Identify and assess customers’ needs to ensure consideration of their individual circumstances during the handling of the complaint and resolution. Maintain a positive, empathetic and professional attitude towards customers and colleagues at all times. Manage my own caseload of complaints received by telephone, writing, live chat and social media channels. Ensure the customers’ journey exceeds their expectations and are provided with correct customer outcomes. Show less



Candy Hoover Group

• Italy
• Manufacturing
• 500 - 600 Employee

• Inbound Customer Service Representative

  • Aug 2020 - Dec 2020

  Meeting daily KPI's - 64 Calls / 12 emails per day. Helping customers resolve any issues in a friendly, helpful fashion. Booking engineer appointments. Offering soft serve help. Showing sympathy and empathy. Remaining calm, polite and provide fantastic customer service daily. Meeting daily KPI's - 64 Calls / 12 emails per day. Helping customers resolve any issues in a friendly, helpful fashion. Booking engineer appointments. Offering soft serve help. Showing sympathy and empathy. Remaining calm, polite and provide fantastic customer service daily.



Tattoo tailors

• Remote

• Senior Customer Success Specialist

  • Apr 2017 - Aug 2020

  Responding promptly to support questions, requests, and complaints via email/chat/phone. Helping customers resolve any issues in a friendly, helpful fashion. Liaising with the Data Operations and Technical team, while sharing all customer feedback with the Client Success & Product teams. Frequently Document and track common questions and issues. Writing guides and terms and conditions, producing documentation to educate the customers to help them prevent potential future issues. Working multi- channels - inc: Facebook/ Instagram/ Twitter/ LiveChat/ Emails. Show less



William Hill

• United Kingdom
• Gambling Facilities and Casinos
• 700 & Above Employee

• Senior Customer Service Agent

  • Jul 2016 - Aug 2017

  ** was Mr Green - Supporting the customer on boarding processes and helping to implement innovative processes to continuously improve on boarding. Providing 24 hour support for mobile & financial/account queries. 3 channels - live chats, emails and phone. Create, review, and edit Help Center articles. Identifying potential risks and trigger patterns such as changes in betting behaviour, hours of play, and deposit amounts. Observing and detecting responsible gaming issues. SaaS customer service/success experience. Working with NYX, Zendesk, Payments IQ, Kambi, Splunk, Slack, Jira Show less