Leyla Migcs

A highly organised, professional and customer-focused individual with strong communication, investigation and problem-solving skills. Confident in handling customer complaints and complex enquiries with sensitivity, patience and professionalism, ensuring that issues are thoroughly investigated and resolved effectively. Able to gather and assess relevant information, liaise with internal departments and produce clear, accurate and detailed written correspondence.

Strong attention to detail, with the ability to maintain accurate records, manage competing priorities and work to deadlines and agreed service levels. Committed to delivering a fair and positive customer experience, maintaining confidentiality and handling sensitive information responsibly. A proactive approach to identifying issues, finding practical solutions and contributing to improvements in processes and service delivery.

Keen to bring a professional, organised and empathetic approach to a complaints and customer resolutions role.

COMPLAINTS HANDLER - EUI insurance

(2023-08)

• Managing customer complaints from initial receipt through to investigation, resolution and closure.
• Investigating complaints thoroughly, gathering relevant evidence and reviewing information to establish the facts.
• Drafting professional, clear and detailed complaint responses, outcome letters and resolution correspondence.
• Liaising with internal departments, stakeholders and management to investigate concerns and achieve appropriate resolutions.
• Handling sensitive, complex and escalated complaints with empathy, professionalism and confidentiality.
• Ensuring complaints are acknowledged, investigated and resolved within agreed service level agreements (SLAs).
• Maintaining accurate and up-to-date complaint records, case notes and supporting documentation.
• Monitoring outstanding cases and proactively following up to ensure timely resolutions.

SALES EXECUTIVE - Vantage motor group

(2022-06 - 2023)

Psycholog, History and Philosophy - Greenhead College (2019 - 2021)