SENIOR CUSTOMER SERVICE CONSULTANT
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With over 20 years of experience in customer service, both face-to-face and telephone based, I am highly adaptive and able to react well under pressure. I possess strong communication skills, think outside the box and have competent computer skills. I excel in complaint handling, ensuring satisfactory resolutions efficiently.
My good people skills, approachable nature and empathy make me a hard-working team player with excellent rapport-building abilities. I have extensive experience assisting customers facing challenging situations, such as a recent bereavement. My approach of empathy and active listening helps to provide support during these difficult times.
SENIOR CUSTOMER SERVICE CONSULTANT at LEGAL & GENERAL (2010-11 – Present)
Working in a busy office, I have been part of a team administering Life Assurance new business applications and supporting existing policies. My role involves answering phone calls and emails queries on new business applications and policy changes. I work to objectives, efficiently processing queries and pushing through cases.
I deal with Independent Financial Advisors, Comparison Website leads, and direct customers, liaising with various departments to resolve queries and complaints. Additionally, I have been involved in training and escalations, helping to manage changes in legislation, systems, and company advancements in culture and technology.
TEAM MANAGER SALES AND SERVICE at LLOYDS BANKING GROUP (2007-11 – 2010-05)
I led a team of consultants, managing up to 15 people at a time and driving targets in alignment with business objectives. My role involved coaching, training, and performance management of staff with varying levels of experience, ensuring their performance met business goals. I managed adherence, absence, holidays, and attrition within the team, providing support through my experience and strong personal skills to create a comfortable and fair management style.
Additionally, I facilitated communication between staff and higher management, ensuring smooth and effective two-way conversations.
CUSTOMER SERVICES ADVISOR at LLOYDS BANKING GROUP (2004-10 – 2007-11)
I consistently delivered high-quality customer service, efficiently addressing all customer queries and ensuring every customer felt valued and respected. I showed empathy towards vulnerable customers and managed my time effectively. My strong customer service skills and personal approach allowed me to treat everyone with empathy, adding a personal touch that made each customer feel like an individual.
BACHELOR OF ARTS in LEISURE MANAGEMENT – BUCKINGHAMSHIRE CHILTERNS UNIVERSITY COLLEGE (NOW BUCKINGHAMSHIRE NEW UNIVERSITY) (2003)
SECONDARY EDUCATION EXAM – ANGMERING SIXTH FORM COLLEGE (2000)
