Handle high level complaints from the Senior leadership team, Ombudsman, and Extra Help Unit. Responsible for managing relationships with 3rd party price comparison websites to track complaints for solution building, resulting in a decrease in complaints. Responsible for process mapping new processes, and engaging key stakeholders allowing for clearer, defined processes and an improvement in complaint responses. Aligned with 2 customer support teams to provide coaching and development, quality assurance, signposting, complaint handling support, and internal escalations. Ensured the teams hit KPI’s in satisfactory complaint management. Perform root cause analysis to identify areas of friction and work with internal teams to gather data showing the impact, propose resolution to rectify, and monitor implementation to ensure desired outcome.

Support members with queries and issues whilst delivering excellent customer care, both on the telephone and via written communications. Adapt to shifting demands to provide dynamic and effective solutions. Face any challenges to ensure all customer needs are met.Key Accomplishments:Appointed Complaints Champion after demonstrating excellent proficiency in complaints handling

Direct wide range of customer service operations, including, problem resolution and account management. Deliver expert level support to policyholders with general queries and sent letters to customer about policy.

Increased customer satisfaction by resolving customer enquiries regarding personal banking and supporting in TSB bank account. Maintained and ensured high quality checking for fraud cases as well as provided updates to executives. Assisted in day to day running of the team as well as providing feedback to agents.Key Accomplishments:• Improved quality of fraud cases worked by 14% by identify and resolving issues.

Attended weekly meetings and accordingly formulated annual reports for top management. Prepared effective materials for prompting parental engagement in schools, science among young people, and charity work.Key Accomplishments:• Delivered support and set up the fundraising program for them.

Carried out administrative operations, including filing documents and developing records for each department. Utilised advanced tools such as, BACS to update cheque payments.Key Accomplishments:• Provided assistance in streamlining the filing system for the organisation.

Conducted preventative maintenance to improve vehicle-working condition. Performed loading and unloading of vans in a safe manner. Ensured strict compliance with current driving rules and regulations.

Accountable for raising money by encouraging donations from individuals and businesses. Managed electronic payments, aided in training new employees on phones, and participated in several community fundraising events.Key Accomplishments:• Recognised as Top fundraiser 9 months running for outstanding services.

My responsibilities in this role were to accurately record data from tests ran on the milk. I also had to maintain the cleanliness of the department using dangerous chemicals in accordance with COSHH.

I worked as part of a twelve person team to ensure production ran continuously for the twelve hour shift. In doing this I had to think on my feet to overcome technical and production faults.

My experience in the army covers driving, administration, weapons maintenance and improving my own learning. In these roles I have demonstrated good team working skills, communication skills, IT skills, time management and confidence in in my roles. I was accepted for the specialist role of armourer responsible for the issuing, collection, testing and maintenance of all grades of weapons. This was a role which involved a high level of accuracy, record keeping and concentration to ensure all weapons issued were safe and fit for purpose.