Rachael Peppard

I am a motivated, adaptable, and reliable individual with a strong track record across customer service, claims assessment, user-experience testing, and production environments. My experience ranges from delivering exceptional front-of-house service to analysing customer journeys within digital claims platforms, assessing claim items, and carrying out testing and quality checks in fast-paced settings. I bring excellent problem-solving ability, attention to detail, and well-developed process-management skills, alongside a calm, approachable manner when supporting customers and colleagues.

I am now seeking a role where I can combine my strong communication skills with my commitment to delivering a smooth, positive experience in every interaction.

User Experience Tester - Trinity Claims

(2018-03)

• Planned and executed end-to-end user experience tests across the claims portal to validate a smooth customer journey, from login to claim submission and confirmation.
• Identified usability issues, unclear wording, and failure points; documented defects with evidence for prioritisation of fixes based on customer impact.
• Collaborated with key stakeholders to refine content and workflows and conducted post-fix testing to ensure customer experience criteria were met.

Reception/Front of House - Trinity Claims

(2018-03)

• Greet visitors and callers professionally, providing a warm, welcoming first point of contact and directing enquiries efficiently.
• Manage the reception area, including handling incoming calls, emails, deliveries, and appointments to ensure smooth day-to-day operations.
• Provide excellent customer service by assisting guests, resolving queries promptly, and supporting administrative tasks to help the wider team.

Contents Claims Assessor - Trinity Claims

(2018-03)

• Assessed claim lists to determine items beyond economical repair, applying policy criteria and accurate valuation judgement.
• Researched and sourced like-for-like replacement products, ensuring fair, market-aligned cost assessments for settlement.
• Produced clear, well-documented reports outlining replacement recommendations, and pricing evidence to support claim decisions.

Career break

(2015-01 - 2018-01)

• Planned time away from employment to care for my newborn and relocate back to the UK.

Bartender - The Final Whistle - Spain

(2012-01 - 2015-01)

• Serve drinks efficiently and accurately while maintaining high standards of presentation and product knowledge.
• Handle customer enquiries, resolve issues promptly, and maintain a positive atmosphere within the venue.
• Maintain a clean, safe, and organised bar area, including regular stock rotation and replenishment.
• Operate tills and handle cash/card transactions confidently and accurately.
• Support smooth service during busy periods by working effectively with colleagues and communicating clearly.
• Adhere to licencing laws, health and safety, and responsible service of alcohol policies.
• Set up and close down the bar, including cleaning duties, stock count, and securing cash.
• Assist in organising and delivering events.

Sub Assembly Line Operative - Barcrest

(1995-01 - 2012-01)

• Operated production line equipment to assemble and wire fruit machines and computer components, accurately following technical diagrams and wiring schematics.
• Performed basic testing, inspection, and quality checks on hardware, printed circuit boards, and assembled units to ensure compliance with production standards.
• Built and repaired electronic components using soldering irons, scanners, and circuit board diagrams; diagnosed hardware faults and carried out effective repairs.
• Developed strong process-management and problem-solving skills through hands-on assembly, troubleshooting, and continuous quality-focused work.

Retail Assistant - Barcrest

(1993-01 - 1995-01)

• Delivered friendly, attentive customer service by helping customers choose products, answering queries, and ensuring a positive in-store experience.
• Managed daily shop operations including stocking shelves, weighing and packaging products, handling cash and card payments, and maintaining a clean, inviting sales area.

GCSEs - Fairfield High School (1993-01)