Customer Resolution Agent - British Gas
(2023-09)
- Handle high volumes of inbound customer contacts across billing, tariffs, and account management, maintaining consistent quality in a fast-paced regulated environment.
- Identify and resolve patterns of repeat contact, prepayment disputes, and unresolved queries, applying root-cause analysis to reduce failure demand and improve first-contact resolution rates.
- Manage complex cases end-to-end including tariff changes, smart meter bookings, debt repayment plans, and prepayment-to-credit transitions across multiple internal systems.
- Identify and escalate systemic issues causing repeat contacts or incorrect routing, actively contributing to process improvement discussions and reduced rework.
- Support vulnerable customers through tailored case management including Priority Services Register referrals, balancing empathy with structured resolution frameworks.
- Maintain strict compliance with Ofgem Standards of Conduct, GDPR, and FCA guidelines, accurately recording all case notes and account changes within CRM systems.
- Use individual and team KPI data (AHT, FPOCR, ASAT, NPS, first-contact resolution) during performance reviews to identify personal development opportunities.
- Support onboarding of newer advisors, sharing best practices in complaint handling, system navigation, and customer communication.
Customer Service Advisor - Capita Remediation Services (Lloyds Banking Group – Lloyds, Halifax, Bank of Scotland)
(2021-11 - 2023-07)
- Handled general banking queries including faster payments, direct debit cancellations, card replacements, balance enquiries, and branch appointment management.
- Investigated fraud on customer accounts, provided fraud awareness guidance, and supported customers in reclaiming funds through structured case management.
- Resolved account disputes and complaints, interpreting customer needs and delivering fair, timely outcomes in line with FCA conduct standards.
- Applied data privacy and record management principles in a regulated financial services environment, supporting lending risk assessment processes.
Sales Representative - Avon
(2017-10 - 2021)
Self-Employed
- Marketed and sold retail products, goods, and services directly to customers, building and maintaining a personal client base.
- Distributed Avon brochures to prospective clients and managed customer orders and relationships independently.
Research Associate - FinRisk Solutions Ltd
(2015-01 - 2016-08)
- Performed extensive primary and secondary research to build detailed understanding of target markets, industries, and companies, translating findings into structured insights for stakeholders.
- Assisted in delivering risk management solutions to firms and financial institutions across operational, credit, and liquidity risk domains.
Retail Account Assistant - Barclays Bank Ghana Ltd
(2013-08 - 2014-12)
- Opened new bank accounts for individuals and companies, ensuring full compliance with onboarding procedures and documentation requirements.
- Identified potential risks of new and existing retail and personal account products, assessing whether product offerings aligned with the bank's risk appetite.
- Managed standing order setups, amendments, and deletions, maintaining accurate and up-to-date account records.
- Performed call-over and vetting of account packs to ensure accuracy, completeness, and regulatory compliance.
