Assistant Personal Secretary to FIS Directors - HMRC
(2021-11)
- Proactively managing the Directors inbox correspondence, including desicion on prioritisation and tacking of deadlines.
- Managing the directors internal engagements, organising office visits and other engagements.
- Providing secretariat for key meetings including comms group meeting.
- Commissioning of papers for CCG SLT meetings and making sure replies are returned before the deadline.
- Working with internal stakeholders to drive forward new projects and initiatives.
- Organise the Directors One Note to make sure that all relevant papers are viewed and replied to meet deadlines.
Anti money Laundering supervision Compliance case worker - HMRC
(2019-06 - 2021-11)
- Manage and process caseload of AML registered businesses and supporting senior managers to deliver business targets.
- Seeking to ensure the businesses that should be registered with HMRC are, liaising with customers/businesses via e-mail, telephone and letter as required to ensure their compliance
- Ensure businesses have adequate policy and procedures and risk assessments in place to reduce the vulnerability to money laundering and terrorist financing
- Monitor businesses that appear to be carrying out activities that would require them to be registered with HMRC
- Consider the degree of compliance within the Money Laundering 2017 Regulations, evaluate and test the credibility of evidence supplied to support applications
- Maintain clear audit trail on AMLS systems and ensuring that caseloads are processed within the required deadlines.
- Share information with AMLS, HMRC and partner agencies through the dissemination of intelligence via appropriate legal gateways by submitting accurate and timely intelligence reports.
- Assisting with complex queries received via AMLS mailbox, written enquiries and via call.
- Investigate issues by communicating across AMLS and wider across HMRC
- Supervision of Money service Businesses (MSB) Estate Agency Business (EAB), High Value Dealers (HVDs).
Employment Agency Standard inspector - BEIS (Loan)
(2018-11 - 2019-06)
- working with employment agencies and businesses to help them comply with the law
- investigating complaints received from agency workers
- taking enforcement action through the powers at our disposal, including prosecution and unlimited fines
- recovering unpaid wages or money owed to temporary workers and unlawful fees charged to workers
- identifying agency workers at risk of exploitation, working alongside our partner organisations
- supporting the role of the Director of Labour Market Enforcement, who sets the strategic direction for labour market enforcement bodies
- raising awareness of agency workers' rights to ensure employment agencies and businesses, as well as those that work with them, are aware of the law
- providing a quality service so that agency workers are aware of how to make a complaint and how we can assist them
- working closely with our partner organisations as well as with trade unions and industry to support compliance with the law and identify potential risks and emerging trends
- maximising the use of our enforcement powers, where appropriate
Administrative Officer - HMRC
(2016-08 - 2018-11)
- Using excellent customer service skills to deal with service users, for example, other Ltd Companies, Accountants, Partners and Sole Proprietors.
- Interpreting and applying complex written information relating to policies and procedures.
- Using communication skills, both oral and written, to explain complex information to colleagues and members of the public.
- Producing high-quality materials and reports.
- Providing evidence, based on research, and delivering findings to senior staff members, which may eventually feed into future policy work.
- Dealing with complex cases and making decisions in line with policies and procedures.
- Conducting case work on aged debt and sending defaulters to Field force collectors.
- Preparing cases for transfer to county court for judgement.
Service Advisor - BRISTOL STREET MOTORS
(2015-10 - 2016-08)
- Setting, confirming and preparing for appointments with customers to expedite their service experience
- Greeting customers in a timely and friendly manner
- Determining vehicle needs based on customer information and a vehicle walk-around
- Using a consultative selling process to assist customers in planning for on-going required maintenance of their vehicle
- Producing repair orders for customers with full transparency including cost and time estimates
- Communicating frequently with Technicians and Parts Associates to ensure timely completion of work
- Follow-up with customers on the status of their vehicle, based on how the Customer wants to be informed
- Creating a great vehicle delivery experience for the Customer
- Following up with Customers to ensure satisfaction
- Setting and achieving targeted sales goals
- Gaining superior product knowledge to effectively help Customers with service maintenance requirements and warranty information
- Providing an exceptional customer experience to drive loyalty
Customer Service Adviser - WM Housing
(2015-09 - 2015-10)
- Setting up repairs to properties
- Setting up customer accounts
- Data inputting into company IT systems
- Checking customers housing benefits, and updating housing benefit information
- Taking rent payments over the phone
- Setting up direct debits
- Taking and making telephone calls and directing switchboard calls to the appropriate departments.
- Noting Anti-social behaviors and reporting to the appropriate department
- Sending contractors out to carry out repairs raised and chasing contractors for customers repairs
- Updating of customer details and responding to correspondence via email or post
- Managing caseloads and dealing with customer enquiries.
Telemarketing Executive - GCL Direct LTD
(2015-05 - 2015-09)
- Make telephone calls to businesses
- Keep accurate and detailed records of calls made and results
- Maintain confidentiality
- Act as a representative of the client and represent their interest at all times
- Use company script guidelines appropriately and follow detailed briefs to conduct campaign calls
- Understand and manage personal performance on a daily basis
- Ability to cleanse data accurately and precisely
- Ability to hold conversation with people from other parts of the world.
Customer Service Advisor (Part Time) - EJ Enterprises LTD
(2010-12 - 2014-10)
- Handling of incoming and outbound calls
- Handling customer queries and enquiries in a timely and professional manner
- Resolved complaints and communicated complaint outcome to customers in a timely manner
- Managing customer bookings and ensuring that the desired service is delivered as at when due
- Complaint handling and resolution within set timescales.
- Identifying and signing up of new personal and corporate accounts
- Assist in training of new- to- job employees.
- Made service, process and product improvement recommendations to the management team with a view to continually improving the customer experience.
- Identified emerging trends and escalated same appropriately to management
- Adopted a flexible approach in managing workloads across the team to ensure effective management of customer requests and complaints.
- Became the lead "go-to" person for new reps and particularly challenging calls as one of the company's primary mentors/trainers of both new and established employees.
- Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.
- Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.
Customer Service Advisor - Beacon Bingo
(2006-03 - 2010-08)
- Handling of incoming and outbound calls
- Assessing the eligibility and suitability of claims and making decisions on whether to uphold or reject customer claims
- Ensuring each complaint is dealt with in accordance with club rules
- Maintaining customers up to date record and file data
- Ensuring customers are updated at all times , which will include written and verbal communication
- Handling customers complaints and complex queries within agreed timeframe
- Carrying out redress calculations if necessary.
- Paying out customers winnings in cash or cheque
Relationship Manager - Team Lead - Union Bank Plc.
(2003-01 - 2005-09)
Managed and coordinated the activities of 5 commercial staff and monitoring their day to day sales activities in achieving set targets. Consistently achieving sales goals, winning key accounts through innovative market penetration strategies, strong leadership qualities and excellent organization skills
- Followed long-term accounts strategies that increase profits and helped in cultivating the long-term relationships with customers.
- Offered management with the suggestions for developing volume, market shares and cost levels
- Perform sales and marketing calls to reserve meetings with prospective clients.
- Handled customer enquiries and complaints and ensured customer concerns were dealt with in a timely and professional manner
- Observed new account achievement by making contact with the customer at planned intervals.
- Sent follow-up emails and follow-up calls/monthly until relationship was recognized.
- Carry out client presentations expressing the value plan of products, solutions, and service offering.
- Risk generation, customer profiling and processing of loan requests
- Signing up of new accounts and managing existing client base
- Handled incoming and outbound calls
