Consumer Support Analyst - Lexis Nexis Risk Solutions - Cardiff
(2023-05)
- Providing timely, accurate and effective communications around Service Operation issues to the business as well as colleagues.
- Ensuring compliance within GDPR
- Managing the logging, tracking and progress of internal and external cases within relevant SLA's and KPI's
- Creating, maintaining, and updating appropriate internal documentation
- Track and respond to consumer rights related requests within specific SLAs
Customer service Specialist - Legal and General - Cardiff
(2022-07 - 2023-05)
- Taking every opportunity to deliver an outstanding customer experience and ensuring the outcome is correct for the customer and aligned to Customer Services quality standards.
- Obtaining relevant customer information through appropriate communication channels and through proactive and reactive contact.
- Using in-depth knowledge of products, services, processes and systems to deliver appropriate customer outcomes.
- Ensuring all appropriate legislative, regulatory and internal process & procedure knowledge is fully understood and applied by self and the team. Identifying, reporting and resolving any breaches in line with L&G policy.
- Working with Customer Advocates and Customer Service Leaders; identifying processes or procedures that inhibit the delivery of successful outcomes and lead to delays in processing times.
- Maintaining an up to date knowledge of complaints procedures, recognising when a customer is complaining and then manage complaint in line with Financial Conduct Authority.
- Providing Subject Matter Expert support for projects (system, process, regulatory) and delivering business implementation activities such as changes to process and call frameworks.
Customer Service Advisor - SSE Energy Services - Cardiff
(2008 - 2022-07)
- Ensuring customers receive excellent customer service
- Working towards targets and clear objectives set by the business
- Resolving customers queries the first time they are raised, collaborating closely with other departments to ensure resolution
- Proactively reviewing customer accounts when they call, to identify and resolve any future problems before they arise
- Taking ownership of complaints and following procedures to ensure the complaint is resolved in a timely manner
Childcare Assistant - David Lloyd Leisure - Cardiff
(2007 - 2008)
- Assisted with planning of clubs, activities, events and open days
- Supported cognitive development through stories, songs, games and structured play, ensuring child safety throughout
- Provided children with a nurturing, safe environment to stimulate emotional, social and intellectual growth
General sales assistant - Matalan - Merthyr Tydfil
(2006 - 2007)
- Ensured positive customer experience and elevated brand reputation through attentive, helpful service
- Increased store revenue using strategic displays to maintain clean, presentable and appealing store windows
- Replenished shelves, till areas and displays with latest merchandise signage
General sales assistant - Matalan - Cardiff
(2004 - 2006)
- Ensured positive customer experience and elevated brand reputation through attentive, helpful service
- Increased store revenue using strategic displays to maintain clean, presentable and appealing store windows
- Replenished shelves, till areas and displays with latest merchandise signage
