Nicola M. Email and Phone Number

• I have an in-depth knowledge of the qualifications and services that ACCA has to offer, therefore able to provide a detailed information for any prospective students or members;• I’m aware of the processes and time scales of different department as not to give false expectations when referring a customer to another department for their needs or wants;• I work quickly and efficiently to meet our SLA’s;• I respond to customer queries via both telephone, email and webchat;• I provide clear explanations for customer queries, refer them to relevant departments and give additional information relevant to their account, so every response is personlised for each student, affiliate and member;• I’m aware of all steps towards membership and can talk customers through each stage of their journey with ACCA, from applying to become a student all the way to membership and retirement; • I pinpoint areas of the business that require improvement and make suggestions to management/relevant departments as to ensure customers are given the correct information and have the best experience;• I regularly note areas where I feel my knowledge can be improved and ask for constructive feedback from my coach and team leader;• I work with both my colleagues, management and other departments to problem solve and ensure our customers receive excellent customer service with every interaction they have with us.

• I took both inbound and outbound diallers across two departments for Bill Goslings client Sunny.co.uk in order to help their customers with their financial needs and difficulties;• I determined what the most affordable payment plans were to suit changes in circumstances through asking a series of questions and actively listening to their issues;• I assisted with online applications and technical issues the customers were experiencing;• As well as dealing with the customers via telephone I will also perform administration tasks by completing forms on the customers behalf, sending emails/SMS to the customer with information about their loans and creating and filling out spreadsheets to keep track of what the most popular payment plans are for management to pass on to the client;• I was also given additional responsibilities such as reviewing and amending write off and refund forms that my colleagues have completed. This is to ensure they contain the correct information before sending them to the head office to be actioned. I updated the targets, cash collection and performance information daily on our teams’ board so that our managers are aware of what areas the agents require additional training, to ensure we were providing the customers with the best service and showing the client our full potential as agents;• I was also trusted to allow new recruits to listen to live calls I performed so they could gain experience on how to carry out a call professionally, politely and give the correct information/service to suit the customers’ needs.

• I would help small businesses with their telecommunication needs whether it be private broadband for their own business use, public Wi-Fi for their customers or simply just telephone line in which they can communicate all whilst saving them money;• I would ask the potential clientele questions so that I could offer a package that would be most suitable to their needs than what they currently had and showed them the potential savings XLN could provide;• This role was extremely challenging as it required a lot of research skills to locate the highest populated areas with small businesses to reach out to high volume of the business’s demographic each day;• As well as travelling to businesses, I would also note down contact details of businesses which were not open to contact out with my work schedule to organise meetings so I was able to plan my work week to make sure I was making the most of my time;• I travelled to many areas around Scotland and went above and beyond for the potential clientele as well as the existing when I came across them to secure the company repeat business.

• Worked in all weathers in multiple locations across the UK.• Worked with the public in a face-to-face environment.• Informed the public about the charity Marie Curie and encouraged them to become regular donators by giving them facts.

• Provided excellent nail services to clients, this includes manicures, file and polish, nail art, gel polish and gel removals. If a customer enquired about a service that I did not provide I offered an alternative service that I could do or recommend a place nearby that would be able to accommodate them so that the customer would have all the options available to them;• Give nail clients advice and recommendations for retail products available within Superdrug to ensure the longevity of the service they received and provide accurate aftercare advice; • Advertised for the nail bar in store to customers shopping within Superdrug and also on the high street to passers by with leaflets/pricelists and answer any queries the public may have had about the services GE provided;• I also dealt with any complaints/concerns that customers may have with the service they received and resolved them all in a friendly and polite manner to ensure the customer was happy and returned to use GE services again;• Daily duties include managing the appointment book, general housekeeping duties, maintaining health and safety/hygiene standards and keeping track of stock, informing managers of what stock was needed in each branch.

• While I was self-employed, I learned to keep track of my business, which included any invoices on products I purchased and client ID cards for tax purposes as well as legal documentation for insurance, space rental and qualifications;• On a day to day basis I answered calls and replied to online messages to book in appointments for clients, took care of housekeeping so the salon was up to date on health and safety regulations, carried out risk assessments, provided professional nail services to all my clients, made sure there is was an ample amount of change in the till, filled in my books on cash flow, took note on what products need replaced, completed product orders and familiarised myself with any updates in the appointment book;• As I was working alongside other self-employed individuals who provided other services, I took it upon myself to educate myself on their services so if clientele walked in while the other staff were busy, I was able to provide information and prices on all services available within the salon, not just my own;• I always maintained a friendly but professional manner and appearance with all my clients and only provided the best services to ensure repeat business and in turn increase my businesses profit margin.