Gemma Moorhead

Polite and professional person with strong communication and multitasking skills. Experienced in resolving customer complaints within company guidelines and using own initiative. Implements customer follow-up to uphold service standards and guarantee customer satisfaction.

Customer swrvice team leader 2024 - present

Customer Service Advisor at Tesco Bank (2020-01 – 2024)

Providing customer service support in banking sector with focus on debt resolution and customer support.

• Data input and talking customers on the phone to help them set up repayment plans to help them get out of persistent debt
• Guided customers through troubleshooting process with patience and clarity
• Managed complex customer issues to successful resolution
• Handled high volume of calls daily for faster issue resolution
• Built rapport with clients through empathetic handling of concerns
• Strengthened client relationships with clear communication and problem-solving skills
• Registered and updated accurate customer information on database
• Participated in regular training to maintain up-to-date knowledge on company products and policies

Customer Redress Advisor at Tesco Bank (2018-08 – 2020-01)

Working in PPI department and financial assistance department, handling customer cases and third-party company communications.

• Working in the PPI department as a customer redress assistant, logging cases and data input
• Dealing with customers and third party companies over the telephone with their queries
• Working in the financial assistance department

NVQ in Business Administration – Future Strategies (2009 – 2012)