Financial Care Specialist - Santander UK plc - Bradford, West Yorkshire
(2023-08)
- Understanding and managing multiple IT systems to comprehend different aspects of bank accounts.
- Trained on variable debt (personal bank accounts and credit card).
- Speaking with customers about their financial situation, and helping to get the best outcome for them.
- Supporting these customers with a variety of different issues, using my knowledge and empathy to communicate with the customer, and find the best outcome for them.
- Consistently receiving positive QC and NPS feedback from customers, who enjoy speaking to me while I assist them with their financial needs.
- Communicating with managers and colleagues to share feedback on a variety of matters, such as policies and upskills.
- Assisting Team Leaders with planning and presenting team meetings.
- Working with new colleagues to share my knowledge about the role, partaking in coaching and mentoring sessions to explain policy and processes to colleagues, while ensuring customer needs are met.
- Completing remedial tasks for colleagues when asked to by managers.
- Handling customer concerns, and escalating major issues to a manager.
- Inspected products and services to comply with quality standards.
- Promoted safe working environment by implementing regulatory standards, policies and guidelines.
- Operated equipment to exceed production targets.
- Created plans and communicated deadlines to complete projects on time.
- Managed bookings to optimise team availability.
- Exceeded goals through effective prioritisation and consistent work ethic.
- Handled customer concerns and escalated major issues to supervisor.
- Developed team communications and information for meetings.
- Thrived in a fast-paced environment with energy and enthusiasm.
- Identified issues, analysed information and provided solutions to problems.
- Actively listened to customers to fully understand requests and address concerns.
- Putting myself in customers' shoes in vulnerable situations.
- Actively listening and speaking to vulnerable customers, making sure I'm doing my best to help them.
- Identified and assessed customers' needs to achieve satisfaction and propose appropriate solutions.
- Kept records of customer interactions, transactions, comments, and complaints for continuous improvement.
- Managed incoming calls and customer service inquiries, delivering high-quality support and building customer loyalty.
All-rounder/shift manager - Subways - Bradford, West Yorkshire
(2016-09 - 2024-09)
My hospitality journey started at Subway, working in an intense environment and facing a whole diverse set of customers. I've learnt many skills from Subway, such as suggestive selling, which is better known as up-selling. Persuading a customer to buy more and ensuring value for money is what I do best.
Dealing with customers' queries and complaints was also part of my job role as a shift manager. It allowed me to make the most reasonable and accurate decisions on the spot in order to make the customer leave the store happy, and ensure that they visit again. Asking customers for feedback always improved the store rating, as this allows other customers to see what customer service we could provide.
- Supervised work of contracted employees to deliver work on schedule.
- Spoke to customers in multiple languages to resolve problems and answer questions.
- Actively listened to customers to fully understand requests and address concerns.
- Collaborated with team members to achieve target results.
- Met schedule using excellent planning and coordination skills.
- Measured and accurately processed materials to minimise wastage.
- Promoted safe working environment by implementing regulatory standards, policies and guidelines.
Receptionist - Moor Park Medical Practice - Bradford, West Yorkshire
(2021-01 - 2022-01)
Working at a medical practice as a receptionist helped me develop my skills in the medical field, and gave me the opportunity to expand my experience in helping vulnerable customers. The challenging duty I carried out as a receptionist was dealing with patients who were upset or distressed, alongside carrying out admin duties. I worked effectively as a team member, but also used my own initiative, and found ways to solve different issues.
I had excellent skills with the software and picked up on how to use the system quick and easily. This job allowed me to understand the basic rules of confidentiality, and the pressure of making sure that I handle security data and reports with extra care.
- Supervised junior reception staff, providing training and guidance to maintain high standards of customer service.
- Maintained accurate, up-to-date patient records for optimal continuity of care.
- Managed stock levels of office and medical supplies, placing orders to ensure the smooth operation of the GP surgery.
- Monitored waiting areas, ensuring a clean and safe environment for patients and visitors.
- Operated a variety of office equipment including computers, printers, and telephones to support daily reception tasks.
- Conducted patient satisfaction surveys, analysing results to identify areas for service improvement.
- Greeted patients in a friendly, polite and professional manner, ensuring faultless first impressions.
- Handled confidential patient records with discretion, adhering to data protection regulations and maintaining privacy.
- Processed prescription requests, liaising with pharmacists and GPs to facilitate prompt medication dispensation.
- Arranged transport and special assistance for patients with mobility issues, enhancing accessibility to healthcare services.
- Resolved new patient enquiries, offering advice on registrations and appointment booking processes.
- Provided administrative support to healthcare staff, assisting with the preparation of reports and documentation.
- Coordinated with healthcare professionals to schedule appointments, ensuring timely patient care and service delivery.
- Answered telephone calls promptly and professionally, processing routine and emergency appointment bookings.
- Implemented feedback from patients to improve reception processes, enhancing overall patient satisfaction.
- Coordinated emergency appointments, demonstrating the ability to remain calm and effective under pressure.
- Assisted patients with completing necessary healthcare forms, improving the accuracy and efficiency of patient registrations.
- Encouraged patients to register for online appointment booking portals, minimising wait times for patients calling the surgery.
- Updated patient records with recent contact details and medical information, maintaining high standards of data accuracy.
- Received medical deliveries, ensuring safe storage in line with practice guidelines.
- Managed patient appointments efficiently using medical software, reducing wait times and improving service flow.
- Maintained clean, sanitised reception areas for optimal hygiene and patient wellbeing.
- Handled general patient queries, including advice on vaccination, smear test and minor surgical procedures.
- Addressed patient enquiries via telephone and email, providing accurate information and redirecting calls as necessary.
- Managed daily post and deliveries, distributing correspondence to appropriate departments promptly.
- Navigated management system to find and update health records.
Retail Shop Assistant - Raymond's Lister Tailor - Bradford, West Yorkshire
(2015-08 - 2015-10)
The retail industry was something I was made for; greeting customers on arrival, wishing them a good day when they leave, and making them feel welcomed was something I took pride in. This was a skill that I had over the phone, or face to face. I also took the lead on administration work, which included paperwork, ordering, and customer-demanded products.
I used to deal with a variety of different people with different backgrounds, and I approached them all in the same professional manner. I had the job role of closing the store once the day came to an end, which included cash handling and Z reports. I also had to order products to meet customer demand and give priority to the customers by emailing or ringing them up, as we made it personal and took pride in our work.
- Greeted customers with warmth and enthusiasm, enhancing positive in-store experiences.
- Managed till operations and payment processing, providing change, receipts and packing bags.
- Delivered exceptional customer service, resolving inquiries and complaints with professionalism and patience.
- Maintained excellent customer satisfaction by going the extra mile.
- Upheld company policies and procedures, demonstrating integrity and responsibility in all actions and interactions.
