Customer Service Agent
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Since July 2022, I work taking banking calls for customers who have accounts at Lloyds, Halifax and BOS. When i first started, I was trained on PB and savings accounts. From cadets to BAU, I learnt the systems to use, aiding customers in sending/transferring funds, raising complaints for customers who aren't satisfied with the services to name a few.
In house Lloyds needed more agents on the mortgage campaign which I was transferred to go on to. I was on the mortgage campaign as part of PS&R giving customers their balances, sending out statements, transferring them to acquisitions if needing a new mort, end of term team when product ended to name a few.
July 2024, I have been training for fraud as the business is said to have a demand for more agents to go on the fraud campaign. The role is challenging yet rewarding as it requires a lot of detective work such as matching profiling customers, looking at systems such as pad, falcon, evision, c5 to find clues to match customer's stories, applying CPA blocks on continuous payments. Most importantly, it's securing customer's accounts against fraudsters, re-building their faith and trust in the bank.
Customer Service Agent - Lloyds Banking Group (LBG) customer service at FirstSource
(2022-07)
Since July 2022, I work taking banking calls for customers who have accounts at Lloyds, Halifax and BOS. When i first started, I was trained on PB and savings accounts. From cadets to BAU, I learnt the systems to use, aiding customers in sending/transferring funds, raising complaints for customers who aren't satisfied with the services to name a few.
In house Lloyds needed more agents on the mortgage campaign which I was transferred to go on to. I was on the mortgage campaign as part of PS&R giving customers their balances, sending out statements, transferring them to acquisitions if needing a new mort, end of term team when product ended to name a few.
July 2024, I have been training for fraud as the business is said to have a demand for more agents to go on the fraud campaign. The role is challenging yet rewarding as it requires a lot of detective work such as matching profiling customers, looking at systems such as pad, falcon, evision, c5 to find clues to match customer's stories, applying CPA blocks on continuous payments. Most importantly, it's securing customer's accounts against fraudsters, re-building their faith and trust in the bank.
Support Worker - Moving Up Care
(2021-10 - 2022-07)
I took on the role to support 16-18 years from various backgrounds. Some were put in care due to family, social, psychological, emotional ongoing issues which had an impact on their development and ability to integrate in society.
Part of the role included: dropping and picking YP's from school/college, taking them to their appointments, helping them manage their finances, helping learn to cook, clean, maintain their hygiene. I enjoyed supporting YP's on their journeys as they transitioned to adulthood. YP's too developed a sense of trust as some dealt with abandonment from their families, even rejection.
The challenging part was to have to see YP's having breaking moments such as using illegal substances which meant to be dealt with police reports, missing from placements, breaking curfews. Having such moments in the role did impact my view of society as a whole and what we as a people need to tackle to raise a better generation after us.
Welfare and Teaching Assistant, Reading and ESOL/Teaching English - Marlborough Academy
(2015-12 - 2021-10)
Since December 2015, I have been working at Marlborough Academy as a welfare assistant and recently moved up to teaching assistant position. The purpose was to gain some experience in a school environment to boost my chances of getting a better position. Welfare has taught me to value the lives of children, ensure their safety and well being as well as bonding with them.
I enjoy taking the time to know them on a one on one base and help them reach their potential in their reading. The school has given me the chance to teach English to newcomers, mostly parents from the school who wishes to improve their English skills.
Tuesday classes are essential and beneficial for them as it is for me. The reasons being is it allows me to practice and polish my tutoring skills, have the parents come to a place where they feel safe, can learn and trust the staff at school and also gain much understanding of the language as possible. From February 2017, I gained a new position as a teaching assistant which requires me to study at Salford College and gain a new qualification.
This job has opened many doors for me to learn new skills; job roles as necessary that can help me pursue in the near
Street Fundraiser - Oxfam
(2014-12 - 2014-12)
My role working at Oxfam was street fundraising. The experience overall was a life changing one. It allowed me to understand the purpose for the charity, how it helps the world starting within its founding country.
It's amazing the job being done with water, how a life can be saved from illnesses such as cholera caused by dirty water. To know that I participated in getting people to sponsor in things such as women's rights, education just gave me joy in knowing that someone's life is changing for the better. The positive responses were phenomenal, people got informed more on the charity and the how small donations leads to big changes in third world communities.
Overall, the one week spent informing and sponsoring made me not only feel good in the message being spread but knowing Oxfam will always be a charity ready to intervene in chaos times.
Customer Service Agent - Mac Express limited
(2007-09 - 2007-12)
My duties is the role of customer service agent on international freight on shipping container worldwide dealing private's customers sectors and companies as well.
Experience working as a receptionist providing customer services to the public. My duties involved organizing the purchase of the parcel, by sorting out the invoices and all relevant paper work.
Nursery Observer - Acorn Grove Nursery
(2007-06 - 2007-06)
Observed and analysed children's learning skills for coursework. Including interacting with them on a one to one level, participating in activities and working in teams. This allowed me to understand the mind of children and how they view life at an early stage, learn through different skills such as side by side and lone play.
It was an experience also being able to learn about the social, emotional, and physical changes 2-3 years old go through as it helped me understand why they act and do things a certain way. I intend on using this experience to help me in my future counselling profession as it requires understanding of the human mind, problems and solutions.
Care Home Observer - Southern Cross Care Home
(2011-03 - 2011-04)
Learned and co-operated in observing patients with dementia and how it affects them on a daily basis. This included taking part in activities, interacting on a one to one level whilst learning about the medicines they use and what pre-cautions to take when one is having a nervous breakdown. Lots of skills were leant which I found effective such as distracting their minds and communication when diverting a negative situation to a positive one.
This experience was definitely one of the best as it taught me about the backgrounds of dementia, what triggers it and ways to support and care for the person. This also includes giving extra support to families who requires it and making sure to inform them on the progress of their family's health. I intend on using this experience as part of my counselling profession as it requires understanding of responsibilities and communication.
Salford College (2017 - 2018)
Manchester Metropolitan University (2017 - 2017)
BSC (Hons) - Counselling Studies - University of Salford (2011 - 2014)
Counselling Studies - Salford City College, Pendleton Campus (2009 - 2011)
Our Lady's R.C Sports College, Blackley (2003 - 2009)
