Divesh Patel Email and Phone Number

Handling variety of complaints sent to the business. Conducting thorough investigation into each complaint and reaching a fair outcome whilst treating the customer fairly.

Handling investigating Loan, Credit Card and Mortgage PPI complaints. I’ve also handled General Banking and Savings, Follow up and service complaints. I was often required me to investigate the complaint again ensuring the initial investigation had no flaws. Communicating and dealing with unhappy customers was also necessary. I further had to ensure the customer had been treated fairly and an excellent service was provided. Handling these complaints, enhanced my written communication skills as any correspondence sent to the customer would be bespoke.As a Quality Checker (QC) became accredited on all products. Grading and giving case handlers a thorough feedback was integral to this role, as this would lead to the overall growth of a case handler. Liaising with other key stakeholders was essential to keep them informed of the case handlers progress and any relevant training required. I was also involved in highlighting potential issues and raising them with management. Not only this, but I was also proactive in coming up with resolutions to any identified problems and suggest areas of improvement to optimise quality and enhance the customer journey, often by consulting with other areas of the business.Key responsibilities as QC:• Check and analyse work completed by Complaint Handlers with great detail ensuring the case has been handled in line with FCA guidelines and internal procedures and the correct outcome is reached.• Grading the work produced by Complaint Handlers and providing them with constructive feedback via email, telephone or in person.• Ensuring amendments have been made before Final Response Letters are sent out and if checking retrospectively ensuring remedial actions are carried out correctly. • Attending and contributing to regular QC meetings to report and gain knowledge of current issues having completed root cause analyses. Coaching new starters and supervising them along their route to competency on site as well at a new site.

Currently working on beers, wines and spirits department Duties Include:Pricing and ticketing of goods,filling shelves,stock rotation,checking stock levels,dealing with inquiries,general store hygiene, assisting customers, passing on accurate information and advice, offering quality customer service with good interpersonal skills and commitment

Sorting out old virgin media and ntl tv boxes and modems according to their model numbers so they can be disposed appropriately ensuring the quantity of old stock received is correct

Taking deliveries Ensuring paperwork is correct and the correct stock and the right quantity of it has been receivedPlacing stock into correct locations so that the right stock is picked upon orders