Experience

Otto Car

• United Kingdom
• Motor Vehicle Manufacturing
• 1 - 100 Employee

• Claims Investigator

  • Dec 2021 - Present



Tuskerdirect Limited

• United Kingdom
• IT Services and IT Consulting
• 1 - 100 Employee

• Client Services

  • Oct 2020 - Apr 2022



Renault Group

• France
• Motor Vehicle Manufacturing
• 700 & Above Employee

• Senior Customer Resolution Manager and Operations

  • Feb 2020 - Oct 2020

  • Manage and assist all Renault and Dacia Dealerships across the Nationwide using internal systems and processes such as E-care• Participate in improving processes and the performance of our products and services• Work transversely across Operations and throughout the Business supporting colleagues in other areas.• Manage various of Operation reports within the Renault and Dacia network, such as vehicle delivery delays, Part delays, Dealership contacts details• Determining what contributions, we can offer to our consumers and business regarding repairs outside for non-warranty repairs using internal tools and liaising with Senior Stake Holders• Deciding and setting up goodwill claims for Dealer network or something like that Manage Part operations for the Renault and Dacia B2B and C2B• Manage and Investigate Escalated complaints to management level• Ensure KPI’S and SLA’S are met daily Show less

• Customer Support Manager

  • Jun 2018 - Feb 2020

  • Investigating customer queries by ensuring that the relevant information is captured and interaction with the correct departments are undertaken to progress the case.• Dealing with sensitive cases such as accidents, thermal incidents and risk of legal action. Starting from the initial conversation with the customer to assistance with investigation and conclusively delivering the outcome.• Providing detailed case reviews for internal and external (Ombudsman) escalations • Organising daily activities, focusing primarily on time management to ensure all customers are kept updated on their case. Take ownership and resolving customer complaints in a timely and efficient manner and in line with SLAs• Utilising several different integrated systems within the company which includes having to arrange hire vehicle for customers, examining the repair history of a vehicle, previous interactions from customers and organising goodwill gestures.• Being in contact with dealership network service, parts and management departments in order to help progress customers case and solve all issues involved. • Using own initiative to make financial decisions regarding goodwill towards customer cases, i.e repair contribution, goodwill vouchers and cheques.• Based on my performance and team results I was offered a new role created within the company as an Operations Support role. Show less



ASOS.com

• United Kingdom
• Retail Apparel and Fashion
• 700 & Above Employee

• Customer Care Team Leader (From Customer Resolution)

  • Apr 2014 - Apr 2018

  • Managing 10 advisors in my team who deal with customer queries through channels such as email, live chat and social (Twitter and Facebook). • Coaching, training and developing my team to work to the best of their ability and to get to the next level of their careers whether its at ASOS or in a different job entirely. • The advisors have hourly KPIs that have to be met. They also get marked on the quality of their responses on competencies such as Issue Resolution & Diagnosis, First Contact Resolution, Language and Product Knowledge. • Conducting weekly 1-2-1s with my advisors to assess their performance from the past week and finding areas of improvement where possible. • Using software such as Microstrategy, Microsoft Power BI Reporting, Microsoft Word, Excel and PowerPoint for team meeting presentations, analysing data and team performance and adherence. • Liaising with specialist teams such as Real-Time and the IT department to ensure everything is running smoothly within my operation. • Regularly creating and presenting training workshops for up to 50 advisors as well as presentations in my team meetings where other managers are present. • Conducting all types of ER cases, such as PIPs, PDPs, investigations, disciplinary, probation fails/passes/extensions, documented conversations, written/verbal warnings and contract terminations. • Conducting assessment centres and interviewed potential candidates wanting to join ASOS. Show less



Deloitte

• Business Consulting and Services
• 700 & Above Employee

• Financial Investigator

  • Jan 2013 - Feb 2014

  • Acting for a leading UK Bank, Analysing evidence to determine the outcome of bank products to clients on a case by case basis. • Quality control checking to ensure compliance with strict FCA regulations. • Working towards strict targets whilst maintaing high quality. • 95% quality score. • Regular customer exposure and KYC trained • Acting for a leading UK Bank, Analysing evidence to determine the outcome of bank products to clients on a case by case basis. • Quality control checking to ensure compliance with strict FCA regulations. • Working towards strict targets whilst maintaing high quality. • 95% quality score. • Regular customer exposure and KYC trained