I V

I have a strong background in customer service and have spent the latter part of my career developing my skills in complaints management within a regulated environment. It is my intention to gain employment within a company that will allow me share my extensive background in the customer service sector whilst investing in me to progress further within the business.

Claims Administrator - Brightstar UK

(2020-02)

• Process phone insurance claims for RBS/Natwest reward account holders
• Provide technical after sale support to warranty customers
• Complaints handling in line with FCA regulations
• Issue compensation in line with the agreed compensation matrix
• Adhere to GDPR and information security guidelines
• Utilise services offered with external repair vendors
• Support the call centre in continuous improvement
• Maintain strong relationships with internal and external supporting departments
• Process payments / refunds for excess fees
• Identify and communicate gaps in the customer journey to ensure a high level of service is always available
• Maintain set KPI's and targets to meet campaign SLA's

Tier 1 & 2 Analyst RBS Banking Group (Fixed term contract) - Manpower Recruitment

(2019-06 - 2020-02)

• Complete due diligence for payment and cheque requests from corporate customers and banks
• Process and verify high value payments from banks to ensure these are sent to the recipient within the set SLA's
• Enforce sanctions on suspicious payments and escalate with the bank requesting funds/payment
• Adhere to banking regulations to ensure fraudulent activity is identified and reported to the relevant authorities
• Ensure daily maintenance of the sanctioned database to avoid pre-payments and release of funds for unauthorised transactions
• Strict attention to detail regarding cheques that require a manual intervention
• To have an in-depth knowledge of the multiple systems used to process payments

PPI Complaints Handler Co-Op Bank (Fixed term contract) - Ajilon Recruitment

(2017-06 - 2019-06)

• Investigate initial claims from customers who have been mis-sold PPI with their mortgage policy
• Fully investigate and resolve the complaint in line with FCA regulations
• Provide compensation in line with FCA guidelines for upheld complaints
• Investigate and compensate unfair commission claims (Plevin)
• Communicate the outcome of a complaint via written correspondence to parties involved
• Adhere to set targets of completed claims in accordance with the company's KPI structure
• Accredited complaints handler
• Correspond with the Financial Ombudsman Service in relation to claims escalated through their service
• Correspond with the complaint management company with updates on the progress of the claim

EE Sales / Policy Administration Services - Assurant Services Limited

(2014-08 - 2017-06)

• Retention of existing insurance policy holders
• Processing non advisory sales of insurance policies for new customers
• Managing queries regarding mis-selling of policies and processing refunds where applicable
• Adhering to regulations set according to the FCA
• Maintain core KPI's in a fast paced environment
• Process insurance claims on behalf of numerous network providers
• Use of regulated systems to process excess fees over a secure network
• Apply effective questioning to ensure all information was accurate to ensure the correct decision was made
• Led training sessions with new agents before they went live
• Verbal and non verbal communication with other departments to best resolve customer queries and escalations
• Kept up to date with any lawful changes that may affect a person's right to claim under their insurance policy

Brightstar (temporary contract) - Oakland Recruitment

(2014-01 - 2014-08)

• Support to retailers by assisting with contract mobile phone applications
• Perform credit checks
• Process contract connections and resolve any issues that may arise on applications
• Provide customer support for up to 40 accounts using multiple systems
• Support consumers with online orders and provide after sales care
• Liaise with mobile networks and work closely with internal departments to ensure the customer experience is of a high and efficient standard

On call Co-ordinator - Allied Healthcare / Saga Home care

(2012-03 - 2014-01)

• On call coordinator fielding out of hours calls from customers and care staff across the UK adhering to guidelines set for managing each case by priority
• Process calls from care staff and vulnerable patients who required urgent and non-urgent medical attention
• Log all calls and notifyy regional offices of any events or actions relating to their staff or clients
• Arrange for alternative staff should a carer become unavailable by utilising assistance from regional staff, Allied nurses, out of hours GP's and the emergency services
• Log all escalations and complaints in detail in preparation for review by senior management

Inbound Sales - Vodafone UK Ltd

(2009-01 - 2012-03)

• Retain customers via inbound communication
• Process orders for existing customers including renewal of contracts
• Adhere to regulated processes to ensure compliance with legally binding customers
• Maximise customer service and negotiation skills to ensure individual and team targets were met
• Demonstrate understanding of coaching and feedback through the maintenance of KPI's
• Manage customer accounts to maintain relationships to deliver a strong customer journey

GCSE - Holden lane High school (1998-09 - 2003)