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Work Background
Gatehouse Bank plcCustomer Services
Jun. 2022Milton Keynes, England, United Kingdom• Provided support to Direct, C&R, Treasury, Operations, Third Party , Solicitors and other teams through emails and phone calls, resolving enquiries and issues efficiently.
• Built and maintained customer relationships by actively listening, resolving complaints efficiently and explaining policies and procedures courteously.
• Acted as the FPOC for customer and client’s, handled complex enquiries and complaints, achieving first-point resolution and positive outcomes.
• Coordinated with the complaints to address & resolve complaints
• Identified & managed vulnerable customers and provided tailored support.
• Supported colleagues, new hires, and employees returning from maternity leave through a buddy system and on-the-job training.
• Provided consistent support to team leaders and managers in daily tasks.
• Stepped into senior role during team leader’s absences, effectively managing team operations and ensuring timely SLA compliance
• Assisted Team Leader in drafting and preparing training material, as well as updating SOPs and QC guidelines.
• Ensured new account onboarding is complete and welcome letters are sent.
• Handled incoming payments, allocated them to correct accounts, and performed internal reconciliations.
• Processed BACS payments and Barclays logs on a daily basis.
• Reviewed Access pay to ensure payment and Audis reports tallied.
• Handled product transfers and fixed-term renewal requests.
• Managed and tracked completion documents and exceptions.
• Handled posts, land registry , Statements and title deeds related enquiries.
• Built and maintained relationships with colleagues and external contacts.
• Managed Additional Acquisition payments and redemption requests.
• Demonstrated a strong understanding of consumer lending activities and related products and services.
• Maintained high standards of risk awareness and ethical behaviour within the team.
• Reviewed and improved processes to ensure they met customer needs and were fit for purpose.
bp pulseCustomer Services
Oct. 2021 - Apr. 2023Milton Keynes, England, United Kingdom• First line of support for customers and charge point hosts, providing the best customer service
• Listen and identify customer needs and try to resolve their queries on first contact
• Responsible for answering incoming calls and prospects providing product information, account opening services as well as account maintenance
• Responding customer queries via email & social media
• Build rapport with our customers to resolve issues and customer questions
• Takes ownership of all enquiries & responds to escalated customer issues in accordance with agreed procedures.
• Responsible for the day to day coverage of customer account maintenance processes
• Communicates professionally and regularly with leadership and peers on status of accounts and escalations in accordance with established standards
• Understanding Operational Risks
• Participates in projects to drive operational excellence
• Providing frontline customer support for home charger account managers
• Training/budding new joiners
• Proactively identifies any new issues or risks and discuss them in 121 to achieve 5-star reviews online
Laizza UK LtdSenior Manager
May. 2017 - Apr. 2020London Area, United Kingdom
Bucks BusinessProfessional Services Specialist
Jul. 2012Aylesbury, England, United Kingdom• Worked as self-employed contractor with multi-national and big five companies to provide professional Financial and business services.
• Travelled across Europe, Far & Middle East to discuss assignments/projects and understand client’s needs, provide expert advice, and develop tailored solutions to meet their specific requirements.
• Deliver professional services with precision, ensuring that outcomes meet established standards and client expectations.
EAGLE ACCESSORIES LTDAssistant Manager
Mar. 2012 - Jan. 2020London Area, United Kingdom
Sky Services Group UKFinancial Account Manager
Sep. 2009 - Jul. 2012London Area, United Kingdom
SkywaysAssistant Accountant & Administrator
Nov. 2008 - Jun. 2009London Area, United Kingdom
SA AssociateAccounting Intern
Nov. 2007 - May. 2008London Area, United Kingdom
SME LTDAssistant Customer Service Manager
Jun. 2006 - Nov. 2007London Area, United Kingdom
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