Grace Gutu Email & Phone Number

Chancery Lane

London, United Kingdom

Working in a busy contact centre for the UK’s largest vocational educational business resolving customer queries via email and phoneActed up as team leader during my team leaders absenceConsistently amongst the top performers in the depart on both soft skills quality score and departmental KPI’sPart of SAP upgrade steering group, feeding back to developers on new SAP system from an advisor and customer point of viewActed as mentor for new joiners to the departmentAssisted the complaints team with resolution of complaintsSubject specialist, performing specific roles within the department that not all advisors were trained onRepresented my department at open day, meeting with other areas of the business and presenting on the role of a customer relations advisorCreated templates to be used when dealing with common queries into the departmentTook part in user acceptance testing of new systemsDevelop outstanding business relationships with potential clients to ensure continuous follow-up.

Managing inbound and outbound calls for students and associate membersResponding to email/faxes and other correspondenceOnline web guidance using tutorial in-house intranetLiaise with International Office and internal departmental sections within CIMA service DeliveryOffering prospective academic students professional educational guidance with CIMA qualification structureDealing with complaints tier structure and liaising with e-contact centre in finding a resolution to service delivery complaints.Deal with membership queries CPD , Courses’, members in Practice, checking membership applications and advising the carious procedures needed to become a memberWorked in Courses and conferences within CIMA