Insurance Agent - Concentrix - Blackburn, Lancashire
(2013-07)
- Facilitated prompt settlements of processed insurance claims to enhance client satisfaction and trust.
- Facilitated comprehensive support and guidance for clients regarding policy amendments and renewals.
- Maintained composure during challenging situations to ensure positive interactions and effective resolutions.
- Handled client enquiries via email, telephone, and letter with professionalism and efficiency.
- Facilitated client requests through advanced systems knowledge and problem-solving abilities.
- Collaborated with team members to achieve key targets and enhance overall performance.
- Achieved service time and quality standards by implementing efficient processes.
- Engaged customers to identify needs and deliver exceptional service.
- Cultivated and maintained positive working relationships with colleagues and clients.
- Resolved customer queries through effective communication skills to enhance customer satisfaction.
- Addressed customer concerns while escalating major issues to supervisors for resolution.
- Facilitated active listening to identify and address customer requests effectively.
- Achieved monthly targets through independent remote work over five years.
- Managed all customer complaints and documented them in accordance with FCA guidelines.
- Met schedule using excellent planning and coordination skills.
- Maximised customer engagement and satisfaction by delivering excellent customer service.
Customer Service Representative - Shop Direct
(2006-07 - 2013-07)
- Addressed customer service enquires quickly and accurately.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Assisted customers with product-related questions, feedback and complaints.
- Built rapport with customers through courteous and professional communications.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Assisted in fulfilment of customer orders placed in person, via email, online and by telephone.
- Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.
Customer Service Representative - Express Gifts
(1998-07 - 2006-07)
- Addressed customer service enquires quickly and accurately.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
- Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.
- Streamlined communication channels between departments, ensuring timely resolution of customer issues.
- Processed payments efficiently.
- Assisted customers with payment queries.
- Addressed and resolved complaints in a timely manner.
