In my position as a Mortgage Specialist, I assisted customers in starting their mortgage journey by taking them through mortgage applications, performing Customer Due Diligence and anti-fraud checks when checking and validating supporting documents, I regularly scheduled appointments across the business. This role allowed me to deal with lots of very high net worth individuals and personally handle the start of their mortgage journeys.Around 6 months into working in this role, I also took on the role of Complaints champion for our department where I audited calls for compliance, checking the call quality and compliance for both HSBC business standards and the Financial Conduct Authority. I provided face to face feedback daily to colleagues to improve the customer service within the department and quickly rectify any disputes fairly.In February 2020 I took on a new role as a Procedural Specialist - in this role I was entirely responsible for updating and building new procedures for HSBC UK Mortgage Sales department to use on all calls. In this role I got the experience to have a positive impact on thousands of mortgage journeys by optimising and building the procedures that all telephone representatives follow when dealing with any mortgage related enquiry, initially specified to sales but later incorporating service queries when HSBC restructured the business. I was involved as a Project Co-Ordinator in the restructure of the HSBC UK Mortgage departments from a procedural standpoint, being responsible for rebuilding the Mortgaging Servicing procedures from another platform onto our own. This process helped me develop my networking, workload and time management, and will certainly help me in my future business endeavours.

Initially joining HSBC in June 2017, I worked as a Customer Service Advisor providing customer support via telephony to HSBC Advanced & Premier account holders ranging from instructing payments, card services, online technical support and general banking queries.I quickly learned the importance of compliance and gained excellent customer experience skills and obtained an in-depth knowledge of systems, our company’s products and procedures.

In this role I providing assistance via telephony to Sky customers ranging from technical, billing and general customer queries. I worked to achieve targets and hit deadlines within a team environment and as an individual. Once I mastered my role, I started training the new starters and provided effective coaching and feedback and was selected provide managerial cover for my own team. I was meeting and exceeding personal targets consistently and constantly adapting to changes within a fast paced environment. In this role I obtained an in-depth knowledge of systems, products, values and behaviours.

After finishing University, receiving my Media & Marketing degree, I was recruited by a local wholesale mobile phone distributor as their Marketing/Sales Executive. In this role, I was dealing with customers and employees on a daily basis via telephony, face to face and also via email. I honed media skills by producing briefs and marketing campaigns and information for the company. I showed strong marketing skills, compiling and creating email/marketing campaigns. I also learned on the job to assist in working in a technical role, helping to repair mobile devices. As with all my working roles, I showed extremely strong workload management skills.

Whilst doing my degree I worked part time at Marks & Spencer’s retail store on the Delicatessen counter, I finally left my post to concentrate on my studies in my final year at University. At this job, I interacted with both customers and fresh food on a daily basis, so both my customer service and food hygiene skills had to be utilised. When I first joined the Marks & Spencers team, I undertook food hygiene and preparation courses and I was taught how to chop and prepare meats for the butchers counter, salads, cheeses, charcuterie and other Deli foods. After around a year of service on the Deli counter I volunteered to be a part of the First Aid course, to ensure the safety of customers and staff in store, as well as to learn a skill that can be used in everyday emergencies.

At this post I was working in the card room of Grosvenor Casino. This involved being face to face with both the customers and large sums of money. For this role I needed strong mental arithmetic skills and good customer service skills, I believe these skills I learnt in my previous employment were honed in this position. I worked at Grosvenor casino and thoroughly enjoyed both the responsibility and also the customer service side of the job. In this post we were taught many different ways of dealing with customers and disputes, which I feel could be beneficial to me in further work experiences. I was trusted with large sums of money and was solely responsible for using quick mental arithmetic to divide large pots of money - often in poker, some hands end up with the pot being split multiple ways with different percentages for players with more or less stake involved – this meant my mental arithmetic skills had to be excellent and always reliable.

At this post I was front of house receptionist, which involved being face to face with the public. I was under the employment of NHS temporary staffing for just under 2 years during and after completing my A level studies. I undertook many administrative tasks including taking telephone calls and messages in a professional manner while being polite and courteous and transferred telephone calls to the relevant departments. This position involved working proficiently with various Microsoft office applications. I was able to manage my time and work load efficiently. I sat in with various meetings and wrote up reports of the minute takings. Data entry and auditing was a key part of this role and I have a fast keyboard skill and can deal with numerical information with ease as well as being able to draft letters in a professional manner.