Andrew Fenton Email & Phone Number

Colchester, Gb

Colchester, England, United Kingdom

Responsible for ensuring the business was compliant, customers were treated in a fair and consistent manner and that all information given was correct, whilst identifying training needs. Responsible for process improvement driven off the back of the QA weekly analysis. Identifying improvements, training needs and provided a solution-based approach.Achievements and responsibilities:• Monitor and provide clear constructive and impartial evaluations for calls and emails. Provided productive feedback for Team Leaders and agents to assess• Managed, designed and delivered the introduction of email evaluations to ensure our customers had the best customer experience possible whilst identifying training needs throughout the company• Developed MI to provide updates which allowed the business to understand risk• Providing additional one to one support for new starters during probation period. Documenting development in a Probation Support Plan (PSP). 30% increase in probation passes due to the additional support • Identifying improvements, training needs and provided a solution-based approach• Control of weekly conference calls and alignment sessions with off-shore outsourced customer service• Ensured that all documents and calls were recorded accurately and stored in accordance with regulatory requirements• Point of contact for compliance and internal process queries across the business

Ipswich, United Kingdom

Front line support for the business to deliver exceptional customer service. Managing inbound calls, identifying and assisting customers with their queries and ensuring a seamless customer journey. WHICH? recommended supplier status gained through the service provided.Achievements and responsibilities:• Complaints champion for internal customer service team; providing additional support for the management of the complaint, liaising with various departments throughout the business to ensure the right resolution• Handpicked to reduce operational backlogs for 4 months to ensure the business became industry compliant• Managing inbound calls, identifying and assisting customers with their queries and ensuring a seamless customer journey • Outbound calls to customers for complaint investigation and resolution• Cross skilled to support back office functions

Ipswich, United Kingdom

First office-based role, supporting the claims handling team by being the first point of contact for customers who were claiming against their policy. Experience in managing high volume inbound calls through peak periods, providing support for Claims Handlers and assisting customers.Main responsibilities:• Managing high volume inbound calls• Assisting customers with their queries• Escalating claims to the claims team• Providing support for claims handlers through peak periods

Clacton On Sea

A short stay at JD Wetherspoons. After returning from my time in Kent this was my last kitchen role, a very high demanding and challenging place to work.

Canterbury, United Kingdom

A fantastic experience working for Maria Mallaband Care Group in this brand new 60 bed care home. I was part of a small team as the care home opened its doors on my very first day. Being a Kitchen Assistant to an amazing Chef, wonderful residents and staff was very rewarding. The small number of residents allowed me to take a more personal approach to my role, having time for every resident which allowed me to go the extra mile. My proudest achievement was being nominated by my colleagues, residents and their families for the 'Going the Extra Mile' award for the yearly company wide Care Awards. I was then selected as a finalist from the whole company by a panel of judges and had the opportunity to join in the celebrations at the Queens Hotel in Leeds. An amazing experience I will never forget.A truly fantastic place to work, I thoroughly enjoyed my time here.

Clacton On Sea

Clacton On Sea

Clacton On Sea