Koco 18

Customer resolution Agent

Talent

LeicesterMember since June 23, 2026

Team playerComputer literateOrganisedAssertive communicatorWindows PC systemsGovernment legislation on managingLeadership skillsConfidentSelf-motivatedReliableInitiativeEye for detailPatientPoliteENSEKSalesforceEcosXOSERVEVOLT

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Team playerComputer literateOrganisedAssertive communicatorWindows PC systems

About

A standard driven and detail-oriented person who has the ability to organize and plan well into the future. Kokilapani is a candidate of the highest professional calibre who is keen to make a real difference. She proactively seeks improvements in every area of a company's operations.

As a natural and confident communicator both face to face and on the telephone. She has no problem creating bonds with people she has just met. One of the key strengths is her ability to create a relaxed atmosphere where everyone is inclined to work together.

She is also a forward thinker and likes to work in a challenging and fast pace environment.

Experience

Customer resolution Agent - British Gas

(2022-11)

The role is to liaise with customers to review accounts and resolve issues, I will be the first point of contact for the customers when things go wrong, or something needs updating. Dealing with high volumes of inbound & outbound calls and also chats. In this role I have gained the ability to handle objections effectively, with emphasis on resolving the customer's concerns as well ensuring the correct resolution for both British Gas and the customer.

I can confidently use ENSEK, Salesforce, Ecos, XOSERVE, VOLT and may more system within the business.

Biomedical Assistant - NHS

(2020-12 - 2022-11)

Assisting biomedical scientists with their lab work and to check equipment and material stocks, and order new supplies
Booking in requested tests in the system
Sending results to appropriate locations
Label and sort blood samples for a haematologist, and ensure the samples are properly stored
Making up chemical solutions for general use
Carry out some general clerical duties; printing and filing reports and entering patient data on the computer system
Sending samples through post to different location laboratories
Assisting patients and doctors enquiries through phone calls

Customer service agent (part time) - Menzies aviation

(2018-01 - 2020-09)

Working for Royal Jordanian airline and Emirates airline. Some of the job roles of passenger service agent are providing excellent customer service checking in passengers for their flight and dealing with any visa requirements and other legal necessities.

Communicating with different country embassy to resolve any customs issues
Boarding passengers to their flight
Assisting in the lounge
Giving training to the system to new starters
Escorting VIP passengers and assisting unaccompanied minors
Editing flights in terms of allocating seats to priority passengers and blocking any suspicious activity of passengers while booking their flight customer service assistant - Londis

(2017-09 - 2017-12)

Giving excellent customer service and managing till reports at the end of the shift, also dealing with cash and card payments.

Production operative / Team leader - Charlwood bakery (Samworth Brothers)

(2014-12 - 2017-08)

When I started, I worked as a production operative in packing department and the job roles involves are packing the products with care and making sure that the dates and promotion labels are the correct ones. Operating pump trucks to move the pallets in to dispatch area. Checking the products temperature and dates before packing them.

Keeping the workplace clean and tidy. Later I was promoted to a team leader in packing department and the job involves are managing the line and the staff in two departments, setting up wrappers and the machines, checking if metal rejects working, setting up the auto coding and doing paper works of what are the products have been wrapped on the line, Also I was giving training to new team leaders and supervising their work time to time.