Thomas Gilbert Email & Phone Number

Manchester Area, United Kingdom

-First point of contact with social security claimants requiring support and resolution of open claims and payment concerns-Directly responsible for processing pension lump sum claims from point of application through to authorization and payment of large fund payouts-Successfully completed extensive and continual training to support process of claims resolution-Daily completion of critical operational and administrative deliverables to successfully deliver value add results and claims resolution-Regular engagement with high conflict claimants with a focus on delivering satisfactory resolution of claimant complaints-Consistently completed all deliverables within completion deadlines defined in inter work time management software tool

Manchester Area, United Kingdom

-Directly responsible for resolution of open client claims related to the Universal Credit scheme-Managed inbound client calls with claimants on their Social Security benefits -Demonstrated a deep knowledge base of complex laws and governing rules related to the Universal Credit scheme-Proven ability to communicate with claimants via official interpreters, prison leavers participating in the prison leaving program and a varied population of claimants with specific needs such as asylum seekers, homelessness, disability and mental health-Consistently met established KPI’s of a minimum of 3 quality scores in the 90% percentile per month for key measurable such as hold time of 3 minutes or under, call resolution in 5 minutes or under and call completion of 10 minutes or under

Bolton, England, United Kingdom

-B2B Outbound client engagement with the primary objective of outlining the 2025 national deadline for migration to fibre optic telephony-Coordinated booking of in person sales calls with prospective businesses to review telephony system options including system upgrades-Met and/or exceeded defined KPI’s of minimum 120 outreach calls per day-Bonus eligible for consistently meeting KPI goals

Bachelor Of Science - Bs, Geography

Completed dissertation on the understanding of the publics perception of women’s homelessness

A Levels