Mark Kennard

I am a highly focused and committed individual, ensuring service users receive excellent customer service. I exercise good communication, listening, written and organisational skills with the ability to relate to people from all walks of life. I am a willing and enthusiastic contributor to groups or teams and also a very effective lone worker, that can be trusted to work unsupervised and to a high standard.

I am able to use Microsoft effectively and can learn new systems relatively quickly. If there is something I do not know I am happy to learn and increase my knowledge set.

customer service advisor - Huntingdonshire district council - Cambridgeshire

(2024-02)

Took this role on when moving back down to Cambridgeshire after having a few months off to facilitate the move and to begin training as a counsellor.

• Provide first level phone support
• Respond efficiently and accurately to customer and client enquiries
• Updating customer database
• Ability to escalate issues where needed
• Prepare reports from ticketing system
• Close attention to details and make sound decisions when required
• Using excellent customer services skills communication and listening skills
• Knowledge on basic GPON and Smart Solution technologies
• Working knowledge of help desk software, databases and reports
• Ability to multi-task and work in a fast-paced environment
• Excellent interpersonal skills, in addition to effective customer interaction skills
• Experience creating documentations for NOC operations
• Lone worker and good team player
• Excellent punctuality, customer service and communication skills as well as basic technical knowledge

Senior Recovery Support Worker - Elysium Healthcare

(2022-01 - 2023-12)

• Assisting in a clients recovery, including escorting them on personal leave and to appointments
• Ensuring daily physical health observations were completed
• Assisting the nurse in charge with the administering of medication and depots
• Ensuring all training was up to date, including the ability to restrain service users
• Completing care notes at the end of each shift, to ensure there was a clear audit trail
• Taking charge of the team and appropriately delegating in the absence of the nurse in charge or team leader

Claims Technician - Sedgwick International

(2021-02 - 2021-08)

• Managing a caseload of 120 claims, ensuring that they are frequently reviewed and progressed when necessary, whilst providing the Policy Holder with regular updates so that their expectations are well managed
• Speaking to customers over the telephone to discuss any queries or concerns they may have and addressing them accordingly. This may include logging complaints and/or arranging emergency repairs to their property

Complaint Handler - Provident Home Credit

(2018-04 - 2021-02)

• Ensuring complaints are accurately investigated to a high standard within FCA (financial conduct authority) timeframes
• Undertaking a detailed investigation and noting a clear audit trail of investigation
• Constructing final response letters to customers, explaining what was discovered when carrying out investigation
• Managing and maintaining own complaint pipeline, whilst maintaining and exceeding targets

Motor claims handler - Royal Sun Alliance

(2013-11 - 2018-04)

• Speaking to customers following a road traffic accident and organising roadside recovery, repairs, onward travel and a courtesy car
• Displaying high quality interpersonal and listening skills. Being able to distinguish what happened in a traffic collision and establish liability before advising customers appropriately
• Discussing motor claims with third party insurers where often had to overcome objections and disputes to ensure the correct outcomes for customers
• Managing call volumes and ensuring call times and wrap times were managed
• Training new colleagues in company processes

Sales Co-ordinator - Classical Flagstone

(2013-01 - 2013-10)

• Speaking to customers processing orders for flagstones and mosaics
• Liaising with area sales managers and sourcing material for shop floor displays for various retailers across the UK
• Logging, overseeing and actively resolving customer complaints from start to finish

Technical Support - Regenersis (LG televisions)

(2011-10 - 2012-12)

• Providing technical support to customers over the telephone
• Arranging repairs and replacements for customer's faulty goods
• Operating telephones, webchat facilities and email inboxes to answer queries

GCSE - English Language, English Literature, Maths, Sciences, Religious Education, History, ICT, French - St Peters School, Huntingdon, Cambridgeshire (2003)

AS Levels and A Levels - English Language, ICT - St Peters 6th form college, Huntingdon, Cambridgeshire (2004 - 2005)

Level 4 Diploma - Counselling Skills and Theory - Chrysalis