Colleen Best

Senior Customer Support Contact Agent - Calamatta Cuschieri Moneybase - Malta

(2024-07)

Handled customer interactions, resolving enquiries and issues to enhance customer satisfaction.
Omnichannel and digital enablement.
System, Data and Operational support.
Continuous Improvement and Team Contribution.
Maintained quality standards and served as a role model to demonstrate best practices in customer support.
Provided onboarding support and mentorship for new employees to facilitate smooth integration into the team.
Compliance, Risk and Data Protection.

Customer Support Executive - GASAN MAMO Insurance - Malta

(2024-03 - 2024-06)

Provided high quality customer support through calls, walk ins and digital channels, ensuring customer satisfaction.
Processed new business, endorsements and policy updates, according to underwriting procedures, contributing to accurate policy management.
Handled cancellations, change requests and document updates accurately.
Collaborated with agents, branches and internal departments to streamline communication and improve service delivery.
Reviewed applications for risk acceptability.

Customer Service Representative - HSBC BANK GLOBAL - Malta

(2018-10 - 2024-03)

Achieved 100% customer satisfaction scores.
Resolved enquiries & complaints, and provided product support to enhance customer experience.
Met and exceeded KPI's.
Supported digital banking usage.
Executed SWIFT & SEPA payments to ensure timely transactions for clients.
Applied AML, KYC and fraud prevention procedures.
Assisted in identifying a major fraud case, contributing to enhanced security measures.

Property manager - HURFORD SALVI CARR - England

(2008-12 - 2018-09)

Coordinated lettings and minimised vacancies, ensuring optimal occupancy.
Managed residential property portfolios.
Maintained Landlord and Tenant relationships, resolving issues to enhance satisfaction.
Conducted KYC/ CDD checks to comply with regulatory standards.

Senior Administrative Assistant - CAPE TOWN CITY COUNCIL - South Africa

(1986-01 - 2008-12)

Coordinated administrative operations to enhance workflow efficiency.
Facilitated roll out of prepaid metering systems to streamline service delivery.
Streamlined office operations by implementing efficient scheduling and resource allocation processes.
Coordinated interdepartmental communications to enhance collaboration and project outcomes.
Developed comprehensive reports for management, improving decision making accuracy and efficiency.

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