Ann-Marie Scott

A results-driven, dedicated professional with solid experience in the financial service industry. An effective communicator at all levels, good problem solving, analytical and organisational skills, and highly motivated either in a team or working on own initiative.

Senior Customer Service Representative at Tesco Bank (2011-05 – Present)

• Deal with customer's accounts once notified the customer has passed away
• Coach and train new staff members
• Redesigning the Estates process to ensure the customer's journey is to the highest standard
• Undertake the teams monthly risk checks ensuring that the process and procedures are followed correctly and highlighting any observations

Senior Customer Service Representative at Direct Line, Glasgow (2006 – 2011-05)

• Dealt with incoming telephone calls from policyholders for car insurance
• Dealt with Customer Complaints
• Took over calls from colleagues to resolve issues & to ensure our policyholders receive the highest standard of service
• Processed paperwork & complex reports for car insurance policies within RBS insurance
• Deputised for Line Manager in their absence
• Covered team meetings & briefings
• Allocated & prioritised the workload for the team
• Coached & trained new members of staff
• Coached other team members to meet all call targets & deliver an excellent service

Senior Customer Service Officer at Tesco Personal Finance (2004 – 2006)

• Dealt with logging, investigating & resolving complex Customer Complaints by letter and telephone
• Deputised for Team Leader in her absence
• Inputted the team statistics and a point of referral for my team
• Gave presentations to the team to introduce new processes & procedures

Customer Service Officer at RBS Group (1997 – 2004)

• Worked in various departments in the back office processing centre
• Opened accounts and account amendments
• Processed reports
• Handled Customer Complaints
• Worked in The Estates Team dealing with customers accounts who had passed away

Part-time at Golden Star

• Deal with customers taking orders over the telephone
• Customer facing and online orders
• Cover deliveries a couple of nights a week at the weekends
• Ensure the orders are processed correctly and efficiently
• Ensure deliveries are delivered promptly
• Organise route and urgency of the deliveries

Higher Grades in Mathematics – John Paul Academy (1989 – 1995)

Standard Grades in Mathematics, Chemistry, Computing, Physics & English – John Paul Academy (1989 – 1995)

Scotvec Modules in Chemistry, Computing – John Paul Academy (1989 – 1995)