Avery Penn Email & Phone Number

Remote

Leicester, United Kingdom

After two and a half years on the frontline, I became a specialist complaints handler who identified, understood, and resolved issues raised by dissatisfied personal banking customers. My responsibilities included: - Managing time and case load independently, ensuring an efficient complaint handling process for customers- Collaborating with other colleagues to share knowledge of internal processes and systems, ensuring correct resolutions at first point of contact- Using and developing soft skills to support customers in distress, helping to rebuild customers’ confidence in the business- Satisfying internal quality assurance and risk checks, helping the business meet its obligations to regulators- Supporting other departments in the bank, with colleague feedback and direct support of other department's customers in emergencies

Leicester, United Kingdom

In this role, I worked to deliver a professional, friendly level of service to Santander's millions of personal banking customers in a fast-paced, high-pressure contact centre environment. My responsibilities included:- Working to resolve customer issues at first point of contact, or escalate issues to other departments where appropriate - Achieveing a high level of customer satisfaction, even when customers were in difficult or upsetting situations- Meeting demanding targets consistently while meeting the requirements of the Financial Conduct Authority and other regulators

Leicester, United Kingdom

As part of a production team for inFocus, a new weekly speech and current affairs programme at DemonFM, I worked with another Speech Producer and the station's Heads of Programming and News to develop an engaging new speech-first format for the station. My responsibilities included:- Organising, recording, and editing interviews with the programme's guests ready for broadcast- Researching pre-determined topics for broadcast- Training teams of presenters and journalists to create broadcast-ready content- Producing promotional trails and social media- Ensuring on-air teams and guests comply with the Ofcom Broadcasting Code at all times, and making sure political content was fair and balanced- Working with senior members of station management to ensure the team works to station standards, and follows station-wide initiatives

Leicester, United Kingdom

Leading a team of individuals with vibrant personalities and diverse tastes, I worked to produce an engaging, entertaining show in a peak time slot on Leicester's biggest community radio station. Shortly after beginning in my role, I worked with more senior members of the station's management team to rebrand the drivetime slot from "Rush Hour" to "The Home Run", creating a positive brand that engaged with the station's young, diverse target audience. My responsibilities included:- Working with a small team of assistant producers to provide regular, constructive feedback to on-air show teams, ensuring they strive to a high standard and building their confidence over time- Creating concise and consistent social media content with on-air teams through the week- Expanding the show's brand beyond its timeslot through extensive use of Audioboom, reusing broadcast content and creating bespoke online content to further engage an audience of digital natives- Ensuring on-air teams comply with the Ofcom Broadcasting Code at all times- Working with senior members of station management to ensure show teams work to station standards, and follow station-wide initiatives

Leicester, United Kingdom

I worked as a temporary sales assistant at one of the UK’s best-known specialist retailers over the busy winter period.My responsibilities included:- Delivering a consistent, polite, friendly level of service in a high-pressure, fast-paced sales environment- Resolving customer issues with faulty/damaged products- Providing advice to customers on key products for the festive season, and alternative products when seasonal shortages occurred - Increasing sales of aftercare products, and communicating their value to customers- Working as part of a team to ensure every customer received the highest level of service