• Retained customer business through product knowledge, customer service skills and ability to build rapport.• Received positive customer feedback and commendations on a regular basis through email surveys and callquality analysis sessions.• Trained colleagues and new starters with 'soft skills' customer service expertise, in-house computer systemsand sales techniques.• Delivered customer service expertise to Insurance Clients and provided on the line and remote support toCarphone Warehouse employees.• Liaised with specialist claims team, Head Office and complaints department in order to resolve queries, inaid of the 'first time fix' company initiative.• Handled fraud enquiries, processed refund requests and fulfilments. Maintained and updated clients recordsand sensitive information utilising in-house insurance systems and software, conducted insurance claims andprocessed manual card payments.