Diya Kaur

Business Studies BA Honours degree. Experienced administrator and analyst at Ford Motor Company. Motor industry administrative experience. Work efficiently with Microsoft Excel software. Strong team player with a can-do attitude, demonstrating company values. Passionate in delivering customer service and being customer orientated. I am an energetic, motivated and hardworking individual.

Customer Complaints Handler - Bupa

(2023-03)

Investigate escalated complaints and weigh up evidence to decide a fair outcome for the customer. Including speaking to customers, listening to calls, reviewing documents, and referring specialist subject matter – such as medical reports – to appropriate teams for assessment. Empathise with customers and see things from their point of view, then compare what they've said to the evidence available.

If we've done something wrong, apologise to a customer, pay a claim or offer some compensation – and be responsible for choosing the right option. Once finished investigating, speak to customers on the phone to deliver the resolution and follow up with a letter to confirm the details. Gained experience of dealing with and knowledge of the Ombudsman Services and industry regulators, working in an FCA-regulated environment, excellent communication skills.

Good problem-solving skills, a keen eye for detail and the ability to analyse evidence objectively. I can manage my own workload, organised and prioritise cases.

Business Support Officer - London Borough of Barking & Dagenham

(2021-01 - 2021-11)

• Attending meetings and taking detailed minutes to upload on a live portal
• Analysing various data, and working across a broad and diverse operational service
• Referring to health & safety and diversity policies during work on cases for young vulnerable families
• Ensuring elective home education cases are compliant and kept up to date

Fleet Payments Analyst - Fleet Claims Administration LTD at Ford Motor Company, Dunton

(2016-06 - 2020-12)

• Dealing with payment queries by answering phone calls and emails from dealerships and clients
• Using Eurovac, Armada, and MPS software
• Ensuring all replies are responded to in a professional and timely manner
• Making sure payments for vehicles are released on time
• Organising payment notifications and statements
• Running reports to identify price changes
• Informing the pricing, and product team of changes required to be made on file
• Contacting customers to inform them of debt owing to the company, then providing evidence, and advising them on how to make payment
• Preparing statements which allow a credit or debit to be made to dealers, and customers
• Liaising with the finance director to permit payment authorisation

Personal Banker - Barclays Bank

(2015-06 - 2016-06)

• Supporting customers with their financial needs
• Maintaining stakeholder engagement and business referrals to the relevant specialist teams
• Delivering excellence in customer service
• Adhering to the banks policies and procedures
• Proactive contact and communication
• Staying abreast of product knowledge and financial acumen, in order to deliver solutions to customers
• Commercial growth and NPS

BA Business Studies - Business Studies - Middlesex University (2009 - 2012)

BTEC National Certificate - Travel and Tourism - Havering Sixth Form College (2005 - 2008)