Adele Waters Email & Phone Number

Manfield, England, United Kingdom

Case handler for expert witnesses, managing a case load of up to 130.My main duties include providing daily support for our Drs and Social workers, helping to book appointments, receiving and sending documents, issuing agreements, correspondence with solicitors and local authorities and general administrative queries. No case is the same, the everyday is a new challenge.

Provided specialist support for customers after they raised a complaint through the Vodafone website. Primary concerns relate to pre-live queries relating to activation concerns, agent behaviors, and discussing compensation and cancellation procedures. My role was to review and investigate the complaint, followed by an in-depth and detailed analysis of the account. Contact with our suppliers, such as CityFibre or Openreach, and back-end teams would support the investigation, which would conclude in a detailed conversation explaining the outcome and result in a mutually agreed resolution.• Email confident • Good knowledge of our compensation policies. • Following the complaint structure • Providing accurate information to the customer • Work on a case by case basis • Meeting targets • Supporting vulnerable customers using TEXAS • Time management • Providing agreed resolution for customers satisfaction • Understanding the impact to customer• Showing an empathic approach to each case • Problem solving • Multitasking

An outbound-based role requires a wide variety of skills and knowledge in order to do the tasks at hand. The job includes working on tickets raised for failed or delayed home broadband orders and taking the necessary steps to ensure the accounts are fully investigated, the reason for the failed order identified, the customer informed, and the order recreated where necessary. We also worked on a vast majority of spoof billing tickets, which is to correct accounts where a customer may not be getting charged for their service for several reasons. This work stream requires a lot of investigation, some challenges, and being able to identify the correct steps to take to correctly correct the customer’s account.I have also been helping with the support chats for both inbound call agents and back-office agents.• A vast knowledge of the systems • Understanding the customer impact• Time management skills• Being efficient to meet SLAs• Spoof billing tickets • 999 Tickets – Checking royal mail postcode finder, and contacting customers and asking them to register there address with royal mail • Complex install ticket • Clockbacks - Amending customer’s contract date after a home move order • Emails • Renumbering landlines• FTTC Assure tickets – Recreating customers orders when a working line takeover has been requested on the broadband order • Contacting both Openreach and CityFibre • Taking ownership

While working within easyswtch back office, I was chosen to work on TSS while the department was getting ready to migrate over to being resolution manages. This meant we had to quickly adapt and learn new systems in a short time period with confidence. The role was for supporting customers with technical mobile issues that needed to be raised into the specialist team - TSS. We would need to liaise with engineers providing accurate reporting and communicating with the customer both via telephone and email.• Mobile Specialist • Working closely with third line support • Working Network SR’s • Investing technical issues • Liaising with engineers • Building strong customers trust and relationships • Keeping customers informed via email• Building cases ensuring the correct and necessary information is provided to the network specialists • Report building

This role entailed taking inbound calls for consumer customers experiencing technical difficulties for both mobile and home broadband issues. I needed to work quickly with the systems at hand to determine the root of the customer's issues and provide a resolution on the call. Within my time in this role, I was also a support SME when required, providing support for my colleagues, taking escalation calls, and marking agent calls.• Working closely with other teams/ departments • Resolving queries at first contact • Objection handling • Meeting Targets • Strong knowledge of Vodafone products and services • Taking ownership • Excellent Home Broadband and mobile skills • Chosen to be step up SME on behalf of my team and floor walker - Using the Vodafone spirit

• - Working closely with an offshore based team • - Ensure that payments are sent to landlords and tenants on time• - Working to strict schedules • - Issuing CHAPs payments and BACs payments • - Processing cheques• - Sealing payment before it is authorised • - Adhering to daily targets • - Allocating proof of payments • - Monitoring and allocating housing benefit payments • - Cancelling cheques• - Correcting the rent ledger to ensure all rent payments are correctly showing on the system• - Comprehensive understanding of the system used• - Processing overpayments of rent • - Responding to internal departmental enquiries• - Moving and allocating money between accounts correctly • - Working alongside branches to check payments are reaching landlord accounts• - Liaising with the bank to trace payments• - Monitoring and responding to emails• - Answering telephone enquiries.

• - Comprehensive knowledge and understanding of company policies and procedures • - Understanding of company computer system • - Working towards and meeting daily targets • - Taking rental payments via WorldPay• - Responding to emails on a daily basis• - Answering telephone enquiries • - Liaising with local branches• - Liaising with landlords and tenants • - Collecting outstanding rent for the landlord • - Communicating with tenants in order to figure out if there is a problem with paying the rent and finding a solution (e.g. payment plans) • - Problem solving • - Handling delicate situations with ease • - Liaising with challenging customers• - Ensuring accounts are set up with the correct documents • - Adapting to each individual situation as no two were the same

Having worked at Sainsburys for 5 years, I originally started in the bakery and confectionary department. This included helping keep the shelves topped up, stock-taking, helping customers, helping in the bakery when required, decorating cakes, baking pancakes, and making cookies. I was then promoted to team leader and moved onto the cold aisle department, later progressing onto the counters.• - Progressed from store assistant to team leader • - Wide knowledge of all aspects of the store • - Obtain food hygiene certificate • - Ensured departments adhered to LTT safety procedures • - Maintained high hygiene standards in all areas • - Acting departmental manager for 3 months • - Stock replenishment • - Encouraged team to work together to complete staff • - Adhered to policies and procedures • - Completed paperwork on a daily basis • - Order stock for counters when needed

• - Checking customer orders on the computer system • - Resizing customer images to print onto icing • - Dispatching cakes on time • - Rolling out icing to the correct size for the printer • - Decorating cakes with printed icing – this required attention to detail and precision to get no creases in the image • - Packaging of the completed cakes • - Quality checking products • - Checking customer order forms to ensure all order packed together