Sammy

A highly motivated and detail-oriented Customer Experience Advisor with extensive expertise in customer service, housing repairs coordination, and insolvency administration. Adept at managing complex customer inquiries, providing compassionate support, and ensuring optimal client satisfaction. Skilled in navigating sensitive financial and housing-related situations while maintaining professionalism and empathy.

Customer Service Advisor at Incommunities (2025-12 –08-2026)

• Tenant Support: Manage high-volume inbound calls and digital enquiries from tenants, providing clear and empathetic support.
• Repairs Management: Arrange and schedule repairs, raising work orders and liaising with contractors to ensure timely resolution.
• End-to-End Ownership: Take ownership of queries from first contact through to completion, providing regular updates to tenants.
• Issue Resolution: Handle a wide variety of housing-related enquiries, resolving issues at first point of contact wherever possible.
• Data Management: Accurately record actions and outcomes using Salesforce and internal housing systems.
• Safeguarding: Identify vulnerable customers and escalate safeguarding concerns and complaints in line with policy.
• Professional Development: Taking extensive training in Salesforce case management, repairs processes, and complaint handling.

Customer Experience Advisor at Novuna (2017-01 – 2025-11)

• Served as a trusted point of contact, providing responsive and effective customer support across multiple channels.
• Resolved complex customer issues, enhancing satisfaction and fostering long-term loyalty.
• Delivered compassionate assistance to bereaved customers' families, ensuring sensitivity and professionalism.
• Utilized Excel for accurate record maintenance, account reconciliation, and discrepancy resolution.

Insolvency Administrator at Lowell (2010 – 2016)

• Assisted customers in evaluating financial circumstances and making informed decisions.
• Independently managed workload, ensuring compliance with service targets and regulatory standards.
• Investigated and resolved insolvency-related inquiries with discretion and efficiency.

Business Administrator at Drydens (2008 – 2009)

• Performed administrative and clerical duties, supporting operational efficiency
• Developed organizational, time management, and communication skills in a fast-paced office environment

GCSE in Art (2006)

GCSE in English Language (2006)

GCSE in Food Technology (2006)

GCSE in Geography (2006)

GCSE in Information Technology (2006)

GCSE in Mathematics (2006)

Short Course Level 1 & 2 in Personal, Social Education (2006)