Michael Ezat Cook Cemap Email & Phone Number

Remote

Bexhill-On-Sea, England, United Kingdom

Rigorous training has prepared me to take on role in complaint management for insurance. Taking on a variety of customer issues in the motor, home & claim fields. Efficiently coming up with solutions using quick investigative skill set to eloquently research, relay and rectify plethora of complex situations. Fully trained in complaint management dealing with rigorous in-depth approach for customer satisfaction and adherence to The Financial Ombudsman guidelines. Noted for… Show more Rigorous training has prepared me to take on role in complaint management for insurance. Taking on a variety of customer issues in the motor, home & claim fields. Efficiently coming up with solutions using quick investigative skill set to eloquently research, relay and rectify plethora of complex situations. Fully trained in complaint management dealing with rigorous in-depth approach for customer satisfaction and adherence to The Financial Ombudsman guidelines. Noted for strong initial uptake overachieving complaint number targets showing steep week on week growth. Quality control evaluations ranking at 100% with specific achievements in customer interaction. Recognised for innovative approaches towards complaints that have become mandatory for the rest of the business such as Final Resolution Letter Layouts. Champion for supporting other colleagues from 1 on 1 coaching to team meetings due to my success in efficiency and high quality in complaints. Show less

Royal Tunbridge Wells, England, United Kingdom

Building long-term relationships with clients, sharing expert knowledge of banking processes and cross-selling products and services. Advising customers on bank solutions for their needs such as mortgages, loans, and insurance options. Facilitating various bank account functions for clients and overseeing transactions. Investigating and resolving issues with banking facilities and accounts, referring clients to inhouse financial experts when necessary. Reaching out to potential customers to… Show more Building long-term relationships with clients, sharing expert knowledge of banking processes and cross-selling products and services. Advising customers on bank solutions for their needs such as mortgages, loans, and insurance options. Facilitating various bank account functions for clients and overseeing transactions. Investigating and resolving issues with banking facilities and accounts, referring clients to inhouse financial experts when necessary. Reaching out to potential customers to generate new business while presenting financial products and services to existing and prospective customers. Performing administrative duties including use of banking software for accurate data entry. Championed use of diverse skills during lockdown, supporting inbound calls and leading education of staff in East Region to apply best practices for efficient telephonic techniques. Recognised as top SalesForce user in Kent Market for developing new opportunities including 2 Mortgage Agreements in Principle, 4 loans, and 5 home/life insurance quotes per week on average. Organised and educated colleagues to successfully use new tech for at-home working, helped double size of new call team, resulting in receiving numerous colleague messages of appreciation.  Demonstrated customer service success in resolving 9/10 complaints at first point of contact, following FCA’s (Financial Conduct Authority) DISP (Dispute Resolution: Complaints Sourcebook).  Collaborated closely with Financial Assist team to diligently support vulnerable customers in financial difficulties and mentoring them to best manage their finances. Show less

Royal Tunbridge Wells, England, United Kingdom

Received customers, provided warm welcome to branch and assisted with banking at self-servicecounters. Invested in active listening, gaining clear understanding of customer needs, challenges, and requirements to provide comprehensive service that supported loyal relationships and return clientele. Responded to general queries with informative and positive engagement, co-ordinated activities in banking hall, and directed customers to appropriate tellers or advisors. Consistently ensured… Show more Received customers, provided warm welcome to branch and assisted with banking at self-servicecounters. Invested in active listening, gaining clear understanding of customer needs, challenges, and requirements to provide comprehensive service that supported loyal relationships and return clientele. Responded to general queries with informative and positive engagement, co-ordinated activities in banking hall, and directed customers to appropriate tellers or advisors. Consistently ensured exceptional presentation within branch and provided proactive support to colleagues.  Promoted to Personal Banker after 1 year in response to demonstrated leadership skills and expertise.  Demonstrated broad skill set and value to exceed expectations in multiple roles: Money Mentor (Financial Support), Colleague Ambassador (Staff Counsellor), and Digital Eagle (Tech Support). Delivered high rate of successful referrals leading to an average of 1 Mortgage, 1 Loan, and 2 Home/Life Insurances being secured by personal bankers per week. Advocated for wellness at work by organising team building events for colleagues. Show less

London Gatwick Airport, England, United Kingdom

Provided quality assistance to diverse customer base, efficiently managing daily operational duties including cash handling, banking procedures, inventory monitoring, and stocking. Developed strong knowledge of customer trends and preferences to ensure high quality service. Completed administrative work accurately and on time. Fulfilled all security clearance requirements and acquired GSAT certification (General Security Awareness Training). Gained experience in executing security… Show more Provided quality assistance to diverse customer base, efficiently managing daily operational duties including cash handling, banking procedures, inventory monitoring, and stocking. Developed strong knowledge of customer trends and preferences to ensure high quality service. Completed administrative work accurately and on time. Fulfilled all security clearance requirements and acquired GSAT certification (General Security Awareness Training). Gained experience in executing security procedures and evacuation processes calmly and efficiently with excellent awareness and attention to detail. Recognised for exemplary leadership, colleague support, ensuring exceptional standards of store presentation, and strong ability to upsell. Show less

Brighton, England, United Kingdom

Received training in various LGBT and mental health issues, utilising good listening skills and provided valuable support and information to clients while ensuring utmost confidentiality.

Bexhill, England, United Kingdom

Accurately managed daily cash takings and other payments and coordinated bookings to maximise stylist time and salon’s profitability.

Hastings, England, United Kingdom

Applied ability to work well with animals in feeding and caring for horses, and managed manual workload involving cleaning of stables, decks, and fields. Ensuring all tasks completed well and on time.

Foundation Degree, Music

Studied at BIMM, Brighton for a BA (Hons) in Professional Musicianship – Vocals.

Extended Diploma, Music Technology, Merit

Sussex Coast College - Hastings - RSL Extended Diploma for Music Practitioners (QCF) - Merit

Gcse, Information Technology, A,A,B,B,D

ECDL I.T. - B GCSE English Language and Literature - A GCSE Graphic Communication - A GCSE Science - B GCSE Mathematics - B GCSE Business.