Experience

AAT

• United Kingdom
• Accounting
• 400 - 500 Employee

• Product Support and Delivery Manager

  • Jul 2021 - Present

• Benefits and Services Coordinator

  • May 2019 - Present

• Benefits and Services Advisor

  • Aug 2018 - Present

  Working within the Benefits and Services team at AAT, I have responsibility for managing a network of 50 UK branches, as well as an international branch. In addition to supporting our network run events throughout the UK, I organise events for AAT's centrally run programme. Enthusiastic individual always striving to improve processes and develop new strategies, to best support our branch network. Outgoing and competent in presenting at events and training days. Experienced in account management, and focused with high attention to detail and strong organisational skills. Excellent communicator, excel in building customer relationships which inspire confidence and loyalty. A highly resourceful individual, able to adapt well to new environments and learn new processes quickly, to achieve outstanding results. Strong ability to multi-task and prioritise, and able to organise and plan efficiently. Competent team player who successfully inspires fellow colleagues

• Customer Operations

  • Apr 2016 - Aug 2018

  • Providing exceptional customer service all our all different types of members, accredited employers and training providers. • Assess applications for different types of membership ensuring eligibility against specific criteria, are met in line with AAT regulations.• Initiating change by highlighting areas for improvement and planning and delivering these changes.• Displaying a strong customer focus in all aspects of communications with members, employers, training providers, as well as our other stakeholders, both Internal and external. • Resolving customer complaints though various communication channels, after comprehensive investigation.• Demonstrating exceptional attention ensuring our applications are processed correctly. • Running reports, running workflows through CRM, and working within Excel spreadsheets.• Manipulating data to send correct, accurate and relevant reports to accredited employers and training providers. • Managing numerous inboxes and prioritising my tasks to ensure we are within SLA as well as completing urgent tasks when required.

• Centre Support Advisor

  • Apr 2016 - Aug 2017

  • Providing exceptional customer service giving support to our Training Providers. I take time to understand the query, find out as much information as possible, which enables me to provide the customer with a first time resolution, both on the phone and via email. • Determining how internal processes can be improved and suggesting ways to implementing these ideas.• Assist colleagues from different department as well as from my own team, and make a record of all correspondence I have with customers to apply with AAT guidelines.• My verbal communication skills mean I am able to relay complex information to customers in a clear and concise way, whilst also building rapport. • By working efficiently and with a high level of detail and accuracy I was able to contribute to the team’s t success keeping the service level high and responding to emails within 24 hours. This also benefited the wider organisation and contributed to the success of AAT as a whole.• Representing the centre support team as the Brand Champion.



npower

• United Kingdom
• Utilities
• 700 & Above Employee

• Senior Executive Complaints Advisor

  • Jan 2012 - Sep 2014



KCOM

• United Kingdom
• IT Services and IT Consulting
• 700 & Above Employee

• Customer Service

  • May 2011 - Dec 2011

  Providing an excellent all round service to customers enquiring about shows at both the City Hall and New Theatre. Was responsible for making bookings and takings payments, and ensuring any customers enquiries and complaints were answered and resolved to their satisfaction. Providing an excellent all round service to customers enquiring about shows at both the City Hall and New Theatre. Was responsible for making bookings and takings payments, and ensuring any customers enquiries and complaints were answered and resolved to their satisfaction.



Scottish Swimming

• United Kingdom
• Spectator Sports
• 1 - 100 Employee

• Administrator

  • Jan 2010 - Aug 2010