Experience

Equiniti Hazell Carr

• Finance Relations - Contractor

  • Apr 2017 - Present



Huntswood - Clydesdale & Yorkshire Banking Group

• Redress Analyst (Contractor)

  • May 2016 - Mar 2017

  -Focus on process efficiency and delivery of outstanding customer service whilst delivering against defined productivity targets-Applying process and product knowledge to train new employees-Verifying and using experience to determine colleagues final response is correct -Attend regular meetings with Operation managers and Bank representatives to improve process guides, productivity and to reduce colleague error's-Apply knowledge of policies, products and procedures in relation to the handling of general insurance complaints to ensure quality investigations are undertaken-Identify systemic or procedural issues which lead to customer dissatisfaction and ensure these are escalated for discussion and product forums-To provide complaint trends and communicate lessons learnt to the Operation Managers and Team Leaders, so service levels can be improved in highlighting risks and opportunities-To maintain compliance with regulatory requirements relating to complaint handling, standards of service and customer appointments, including being fully compliant with Data Protection Act and FSA rules -To provide exemplary complaint resolution and customer service to ensure a reasonable and consistent approach for our customers and to instil confidence in our customers that all issues are addressed and the final outcome is fair

• Financial Services Contractor

  • Sep 2015 - Apr 2016

  -To investigate and resolve regulated advice complaints in relation to Insurance to the satisfaction of the customer and consistent with the group compliant handling policy and FSA rules -Ensure all legislative regulatory requirements are adhered to by ensuring compliance with the defined complaints handling policy, training and competency scheme and business standards-Focus on process efficiency and delivery of outstanding customer service whilst delivering against defined productivity targets-Communicate professionally and concisely with customers using both telephone and letter to clearly communicate balanced decisions reached, that represent LBG’s final decision-Apply knowledge of policies, products and procedures in relation to the handling of general insurance complaints to ensure quality investigations are undertaken-Identify systemic or procedural issues which lead to customer dissatisfaction and ensure these are escalated for discussion and product forums



Pescado

• United Kingdom
• Telecommunications
• 1 - 100 Employee

• Business Account Manager

  • Jan 2015 - May 2015

  - Managing and overseeing 300+ business accounts by providing exceptional and tailored customer service management - Regular face-to-face appointments scheduled throughout the UK, to discuss account reviews and create new opportunities- Effectively recognising business requirements and identifying new opportunities to promote new products (Hosted Telephony, Connectivity, Landlines, IT services & Vodafone one-net) and to continuously exceed business targets- Ability to deal with complex business escalations through quick resolution by effective issue management and objection handling skills- Aptitude to 'close' deals varying from 1 connection to 30 connections with great confidence and business acumen- Providing in-depth technical end user support and responsible for product growth through strong knowledge of Pescado policies and procedures- Strong working relationships with New business development, Operations and customer support teams to better familiarise with latest product, system developments and new opportunities- Continuously reviewing and improving internal processes to support effective ways of working across key functions



Telefónica UK

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Account Manager

  • Feb 2010 - Oct 2014

   Managing and overseeing 450 VIP customer accounts by providing exceptional and tailored customer service management  Effectively recognising customer requirements and identifying opportunities to promote new tariff and products to continuously exceed business targets Ability to deal with complex customer escalations through quick resolution by effective issue management and objection handling skills Providing in-depth technical end user support and responsible for product growth through strong knowledge of O2 policies and procedures Strong working relationships with Commercial and Development teams to better familiarise with latest product and system developments Continuously reviewing and improving internal processes to support effective ways of working across key functionsAchievements: Regularly deputising as team leader to manage a team of 8-12 to achieve overall targets Recognised as a high potential and hence selected to be involved with a number of additional programmes:o Leading initiative to coach, train and develop wider team during designated “offline days” o Acting as a performance manager by assessing adherence and providing guidance to customer facing personnel through developing knowledge of processes, products and serviceso Reviewing customer escalation process and offering feedback and recommendations to enhance overall customer experienceo Working with Vanguard and key stakeholders to drive new initiatives and establishing effective ways of working to minimise company debt o Involved in key IT project and 3rd party provider IBM in installing Thin Client deployed across all call centres

• Customer Services Advisor

  • Oct 2008 - Feb 2010

   Responsible in dealing with a range of customer queries and orders, ensuring all queries resolved and customers fully satisfied  Effective management of complicated queries through solid problem solving techniques coupled with strong product knowledge Proven ability in handling a high volume of calls in a professional manner and consistently exceeding internal targets  Strong communication skills demonstrated effective listening, clear articulation and demonstrated empathetic nature when required Effectively worked as part of a team to consistently achieve targetsAchievements: Frequently requested to converse with customers in Hindi and Punjabi languages to help aid call progression and satisfy customer requirements



Fitness First

• United Kingdom
• Health, Wellness & Fitness

• Health & Fitness Advisor

  • Oct 2006 - Apr 2008

   Responsible for providing customers with bespoke strategic weight reduction and nutrition program which included health assessments, fitness tests and monetising results Developed modified fitness programs for both individual and group clients Designed, developed and implemented marketing plans to help promote healthy lifestyle and raise awareness of products and services available Pro-active in building knowledge and understanding of latest equipment and trend exercises Excellent communications skills; demonstrated sensitivity, compassion and confidentiality at all times