Experience

Angel Call Handling

• United Kingdom
• Telecommunications
• 1 - 100 Employee

• Director

  • Jul 2017 - Present

  Exceeding Expectations One Call At A Time! Firstly, we are not a large corporation or a large company with nameless call handlers sitting on bank of desks. ​ We are people who are crazy about customer service and decided to set up our own local business so that we can offer you the service we believe you all deserve. ​ Our promise to you: ​ • Personalised service • 100% passion for first class customer service • Friendly independent family run business • Friendly advice and guidance ​ If you’re doing business with us you’re helping a local company build their brand within the local community. ​ We believe our passion, experience and focus for 1st class customer service are the best qualities to compliment your business. ​ We promise to answer your calls in your company name when you can’t pick up. A missed phone call can be a missed business opportunity. If you can’t always be by the phone we will pick up for you and treat your clients just as you would. With our reliable and flexible telephone answering service every single call will be answered. Promise. We are real, qualified human beings who get to know your business, answer your calls and take messages in a professional and friendly manner when you’re not there to pick up the phone. Like a dedicated employee, but without the costs and with the flexibility. ​ We’d love to hear from you to see how we can help you. Don’t be a stranger feel free to pick up the phone, arrange to meet for a coffee or email us...


Angel Call Handling Franchise
• Director

  • Nov 2022 - Present


The Lifestyle Card Limited

• United Kingdom
• Advertising Services
• 1 - 100 Employee

• Brand Ambassador

  • Apr 2020 - Present

  The Lifestyle Card gives you access to local discounts covering all aspects of your lifestyle, saving you money. We promote and support local business, putting money back into your community. Our cards can be purchased by individual consumers, as employee reward cards and customer loyalty gifts. With the simplicity of just showing your card to participating businesses, getting a discount couldn’t be easier. https://www.thelifestylecard.co.uk/ The Lifestyle Card gives you access to local discounts covering all aspects of your lifestyle, saving you money. We promote and support local business, putting money back into your community. Our cards can be purchased by individual consumers, as employee reward cards and customer loyalty gifts. With the simplicity of just showing your card to participating businesses, getting a discount couldn’t be easier. https://www.thelifestylecard.co.uk/



Arise Virtual Solutions Inc.

• Premier Partner

  • Mar 2018 - Present

  I have partnered with Arise Virtual Solutions, the world leader in securing call centre work from home. I am a member of the Premier Partner Alliance with Arise, meaning you know you are choosing well when you decide to come and work with me. I have partnered with Arise Virtual Solutions, the world leader in securing call centre work from home. I am a member of the Premier Partner Alliance with Arise, meaning you know you are choosing well when you decide to come and work with me.


Andover Radio
• United Kingdom
• Entertainment
• 1 - 100 Employee
• Weather Girl

  • Nov 2018 - Present


Black & Purple Ltd

• United Kingdom
• Real Estate

• Virtual Assistant

  • Nov 2015 - Mar 2018

  I provided PA, Secretarial and Administrative services for businesses of all sizes. My promise to my clients was to integrate seamlessly into their team, increase efficiency and reduce costs. Delegating time consuming tasks allows you to focus on developing your business. Delivering excellence, quality, using leading technology and investing in training & education to ensure I remained highly skilled at all times. I provided PA, Secretarial and Administrative services for businesses of all sizes. My promise to my clients was to integrate seamlessly into their team, increase efficiency and reduce costs. Delegating time consuming tasks allows you to focus on developing your business. Delivering excellence, quality, using leading technology and investing in training & education to ensure I remained highly skilled at all times.



Huntswood

• United Kingdom
• Financial Services
• 700 & Above Employee

• Complaints Handler

  • Mar 2015 - Oct 2015

  Carried out remediation review on existing Personal Protection Insurance claims to ensure the 1st review had communicated the correct outcome to the customer. • Providing written resolutions to the customer. • Communicating with Customer’s by telephone. • Resolving complex complaints. • Managed own case load to ensure timescales were met. • Target driven environment. • Remained flexible and positive to change, adapting quickly and successfully to all changes within the scope of work.



Be Wiser Insurance

• United Kingdom
• Insurance
• 1 - 100 Employee

• Complaints Handler

  • Sep 2014 - Mar 2015

  100% Pass rate on quality checked work over a rolling 3 month period. • Helped to implement new processes and adapted quickly and successfully to all changes within the scope of work. • Successfully took on responsibilities of all team duties to include managing case load and responding to all online review feedback by customers. • Taking incoming calls from existing customers wishing to cancel their policy, resolving problems and concerns in order to retain the business. • Processing policy cancellations in line with client requests, insurers’ guidelines and MID timescales. • Responded appropriately, via verbal or written contact, to resolve customer complaints. • Reviewed, analysed & communicated accurate feedback to line manager with the aim of improving services or processes, where required. • Investigated and understood the cause of a complaint, resolved and fed back to prevent reoccurrence. • Working with the Technical Underwriters and Insurers to negotiate premiums and terms. • Maintained an excellent standard of Service for customers. • Understood and applied all legal, regulatory and information security requirements. • Worked closely with Ombudsman to ensure fair and accurate outcomes. • Updating spread sheets daily and statistical reporting.



Lloyds Banking Group

• United Kingdom
• Financial Services
• 700 & Above Employee

• Telephony Agent - Deputy Team Coach

  • Dec 2012 - Sep 2014

  • Dealing with all telephone enquiries • Representing the company as first point of contact for new customers. • Deliver an efficient, value for money service to the customers and shareholders. • Maintain and monitor average hold time, after call work & monitor all offline duties ensuring that service to customers is not disrupted. • Actively participated in activities to improve the end to end service. • Training new starters to adhere to regulatory requirements:- Data Protection, Money Laundering, Sanctions, Complaint Handling. • Dealing with complaints and compensating in accordance with Company and FSA procedures. • Monitor individual and team productivity and quality and help provide weekly feedback to the individual. • Provide technical process leadership. • Manage and track team quality and performance. • Respond to quality issues through coaching & improvement.