• Resolved emails, contact forms and live chat queries via Zendesk by using macros and initiative to achieve high CSAT scores• Created Macros, a prepared response with detailed information and hyperlinks to aid agents when creating or updating tickets on Zendesk (emails/live chat)• Amended accreditation documents, booked volunteers training sessions and managed volunteers shift schedules using Rosterfy • Made outbound calls to gather key companion details for volunteers with accessibility needs • Liaised with relevant Functional Areas and the wider social media team to help resolve queries on Twitter, Instagram and Facebook using Sprout Social• Assisted the CTC Manager to launch the Get Set Contact Centre within 2 weeks, an emergency hotline to support local residents and businesses within Perry Barr• Designed call scripts and Zendesk training aids, rostered schedules and provided 1-1 assistance for all 10 Get Set call agents, whilst driving achievement of our agreed SLAs

• Acted as the first point of contact to respond to customers through inbound calls and emails• Resolved customer payments, business mandates, and digital service queries per NatWest policies and complied with FCA regulatory guidelines• Used questioning techniques to discover and understand vulnerable customers circumstances to provide appropriate levels of care• Created detailed procedure notes via CES to support knowledge management such as a centralised log of incidents and issues• Reviewed and correctly amended customers personal and business information • Collaborated with the wider function to ensure cases were escalated to the relevant teams, which provided a seamless customer experience• Voice ID conversions of 7% that enhanced the customer's security and banking experience• Provided customers with key business updates to minimise repeat calls, which resulted in meeting KPIs for call targets

• Delivering outstanding customer service and support to new and existing customers; resolving complaints, queries and liaising with third parties via phone and email• Carrying out pricing analytics across all goods and handling daily deliveries• Responsible for recruiting, training and developing restaurant employees• Organising weekly shifts for all employees’ whilst managing expectations • Leading employee training workshops for new partnerships such as Groupon• Effectively reviewing impact reports to deliver measurable results in sales and profits Key Achievements• Adapting hygiene processes to reduce risks, ensuring ordering and payment system is fit for purpose to continue to safely meet customer demands during the COVID-19 pandemic • Actively collecting and interpretating data, producing visual reports for management to provide financial solutions such as optimising menu prices and offers• Highly commended through Trip Advisor reviews on delivering consistent customer service

• Provided high standards of customer service to reflect the integrity of the brand• Promoted specials and upsold menu and drink items to reduce waste and increase profits• Managed opening and closing duties including reconciliation of till sale reports• Excelled in a challenging, high-intensity environment and regularly dealt with 60+ coversKey Achievements• Supported general managers to create succinct logs, simplified procedure notes and maintenance manuals to achieve a top food and hygiene rating of 5 • Worked with a team of photographers, food bloggers and journalists to elevate the brand and created successful and engaging multi-media content