Louise Drennan

Highly organised and conscientious administration and customer service professional with over 10 years' experience working within Business Stream. Currently working as a Complaints Case Handler, with extensive experience in administration, account information, data management, customer queries and detailed case investigation. Confident using Microsoft Excel and computer-based systems, with excellent attention to detail and a strong ability to manage accurate information and meet deadlines.

Experienced in handling confidential information, investigating issues, maintaining detailed records and communicating effectively with customers and colleagues. Now looking to bring these transferable skills into an Admin Finance Assistant position.

Complaints Case Handler at Business Stream (2024-08 – Present)

• Manage and investigate customer complaints from initial receipt through to resolution.
• Review customer accounts, records and information to establish the facts of each case.
• Use computer systems and Microsoft Excel to manage, review and organise information accurately.
• Maintain detailed and accurate records of investigations, actions and outcomes.
• Identify discrepancies and investigate issues to establish appropriate resolutions.
• Communicate professionally with customers by telephone and in writing.
• Liaise with internal teams to obtain information and resolve complex customer issues.
• Manage a varied caseload, prioritising work to meet required deadlines and timescales.
• Handle confidential and sensitive customer and account information appropriately.
• Produce clear, accurate and professional written correspondence.
• Work consistently within company procedures and processes.

Customer Service at Business Stream (2016 – 2024-08)

• Provided professional and efficient customer service within a busy working environment.
• Dealt with a wide range of customer enquiries by telephone, email and other communication channels.
• Maintained and updated customer and account records accurately.
• Used internal computer systems and Microsoft Excel to record, organise and manage information.
• Investigated customer queries and account issues, identifying appropriate solutions.
• Processed information accurately while following company procedures.
• Worked with confidential customer and account information.
• Managed competing priorities while maintaining high standards of accuracy and customer service.
• Developed strong knowledge of company systems, processes and administrative procedures.
• Built effective working relationships with customers and colleagues across different teams.