➢ Customer service for Transport for London’s ‘Santander Cycle Hire’ scheme which was a new contract. Helping customers with technical issues related to the docking stations and terminals, dealing with complaints, refunds and some difficult situations such as customers having a cycle stolen from them, also accidents and overcharges. I also worked in the Communications Team for Santander Cycles when needed, dealing with high priority cases and refunds over £50 that agents can’t process over the phone so would assign to the queue and I would investigate those cases. Dealing with emails and sending VAT receipts requested for the customer by call handlers.➢ Handling calls on behalf of Transport for London’s Oyster card help line. I would process refunds and assist with any issues with customer navigating the London zones with their Oyster card.➢ Customer service calls for Stagecoach. Any calls related to the Smartcard scheme including refunds, replacements, transfer and general timetable enquiries.➢ Answering call for First Bus for their eTicket app, dealing with any technical issues related to the app, requesting refunds and general customer service.

➢Trained on live chat, letters, emails and calls for all Tesco services➢ Experienced at handling complaints, sales, order tracking, new orders, after sales and many other types of queries related to Tesco➢ Regularly won service awards for brilliant feedback from customers➢ Was pro-actively requesting training to broaden my knowledge and was fully trained within 10 months➢ Trained fully on all Tesco services from Clubcard/Boost, Grocery Home Shopping, Direct, RP125 product quality issues and Tesco Technical Support➢ Regularly floor walked and took escalated calls and emails and followed them through to a resolution➢ Assisted the Business Support Team with some difficult outbound calls and helped them reach targets➢ Spent some time in Executive Response (responding to contact addressed to the CEO) which gave me some great insight and resolution techniques➢ Regularly collaborated with other business areas to resolve issues for customers➢ I received amazing feedback from director level during Christmas peak, a worried mum was trying to get her daughter (who has less than a year to live due to Leukaemia) a Hatchimal, however they were sold out throughout the country with Tesco and other retailers. I collaborated for 2 weeks with colleagues in Executive Response and upper management in Welwyn Garden City Head Office and eventually had a Hatchimal sent to her free of charge. This was the highlight of my time at Tesco and this was published on MyTesco website.

➢ Dealing with bookings via Advantage booking system (taxi-card, cash, business, credit card and any other bookings)➢ Logging complaints and handling the complaint in the correct manner➢ Locating the driver for the customer on the GPRS system or contacting the driver to find out where in London he is➢ Calculating trip estimates e.g the mileage, the length of time the journey will take, and the price along with how much of the fare will be funded by their local council (price of subsidy varies with each London council in each Borough

➢ Contacting potential customers offering them a better deal on their gas and electric.➢ Passing leads on to team leaders for them to be finalised.➢Asking appropriate open and closed questions to match the correct product to the customer to achieve sales.➢Maintaining excellent customer service and telephone manner while working to achieve sales.

➢Cold calling home owners to try and sell patios, conservatories and doors.➢Passing leads on to management to follow through to a sale.➢Employee of the month 4 months running.