Antony Fox Email & Phone Number

England, United Kingdom

England, United Kingdom

Chester, England, United Kingdom

Chester, Cheshire, United Kingdom

Chester, United Kingdom

MI Analyst, Business Analyst

Chester,Uk

As a Senior Customer Services Rep at bank of America, I was a Case Manager for the complaints department. Within this role I was tasked with investigating customer complaints, made directly, through Claims Management Companies and forwarded from the Financial Ombudsman Service. My Investigations encompassed identifying the root cause for the complaint, not just the event which prompted the complaint. As a result of my investigations, certain processes were amended to ensure that the bank… Show more As a Senior Customer Services Rep at bank of America, I was a Case Manager for the complaints department. Within this role I was tasked with investigating customer complaints, made directly, through Claims Management Companies and forwarded from the Financial Ombudsman Service. My Investigations encompassed identifying the root cause for the complaint, not just the event which prompted the complaint. As a result of my investigations, certain processes were amended to ensure that the bank adhered to Treating Customers Fairly. Show less

Current; Role: To deal with customers over the telephone. Answering customer queries, while promoting Payment Protection Insurance. In addition my role involves discussing Payment Protection Insurance and attempting to retain the policy on customers' accounts. I have undertaken a "Personal Development Programme" for which only 10 people, from both the Insurance and Customer Loyalty Departments were… Show more Current; Role: To deal with customers over the telephone. Answering customer queries, while promoting Payment Protection Insurance. In addition my role involves discussing Payment Protection Insurance and attempting to retain the policy on customers' accounts. I have undertaken a "Personal Development Programme" for which only 10 people, from both the Insurance and Customer Loyalty Departments were selected, this programme gave an insight into the working areas of MBNA Europe Bank Ltd. I have also been involved in the Administration and Tracking of Sales and Retention, through the use of MS Excel, to produce reports. I have produced education material for the Irish call centres to take over administration of the Irish customer's including how to use the relevant systems. I have been instrumental in reducing the departments call lengths and as an "Adherence Champion" have been responsible for ensuring my team has been available to take calls at the relevant times, reducing the number of hours "lost" by not being available to take calls. I have also been involved in the launch of MBNA's new PPI insurance product, being the Insurance Call Centre liaison and testing the new systems used to provide it. Show less

Role: To deal with customers over the telephone. Answering customer queries, while promoting and offering quotations for Home Insurance also progressing quotations to New Business. While at M&SFS I also helped to produce a spreadsheet which allowed limited quotations to be given quickly. I also devised the operating procedures for this "Quick Quote", then trained a number of teams for the… Show more Role: To deal with customers over the telephone. Answering customer queries, while promoting and offering quotations for Home Insurance also progressing quotations to New Business. While at M&SFS I also helped to produce a spreadsheet which allowed limited quotations to be given quickly. I also devised the operating procedures for this "Quick Quote", then trained a number of teams for the implication of the process, before going on to supervise a team in the use of the "Quick Quote" spreadsheet.Reason For Leaving: To take up position Show less

Role: To aid customers is choosing the correct Personal Computer Systems and accessories for their individual needs, while promoting "Add- Ons" such as additional software packages and extended warranties. While at Time I attended an Assistant Manager TrainingReason For Leaving: To take up position at Marks

Role: To aid customers is choosing the correct Television, VCR or Hifi for their needs, either for purchase or rental. I also promoted "Add- Ons" such as extended warranties, Theft and Accidental Damage Insurance and Audio Visual Accessories.Reason For Leaving: To take up position at Time Computer Systems