During my current role, I manage lettings sales and property operations as Estate Agent. I organize and conduct site visits for clients to secure deals. I update all bookkeeping and documenting processes. I develop customers by answering queries in efficient and prompt manner. I establish and maintain positive flow of communication with agents, buyers, and sellers. I arrange appointments as per clients’ schedules for lettings and property management.Here are my key accomplishments:• Ensured efficient complaint management at high level to improve customer experience.• Secured positive client feedback and increased business by identifying and meeting customer demands regarding real estate.• Identified and resolved maintenance issues by performing property inspections.

In this tenure, I have retained smooth running of construction process for completion of project within set quality and time constraints. I handled directors’ diaries for efficient calendar management. I actively contributed in meetings as well as noted important points and minutes.Here is my key contribution:• Partnered with architect to manage documents as well as maintain health and safety on site

During this role, I acted as the Isle of Wight Council's primary point of contact to address all Highway enquiries via phone calls, email, and the customer report portal. I worked with local emergency services and the authority to monitor town centre CCTV systems whilst providing security cover. I have documented witness statements and evidence for the Police, as well as conducted reviews and involved in investigation of local crimes. I have trained staff and until recently recognise as the only staff member trained to cover all contracts and CCTV.Here are my key achievements:• Provided out-of-hours services to Central Bedfordshire, Essex, Hounslow, Hertfordshire and Gloucester, Highways.• Efficiently logged calls and communications, prepared detailed reports, and raised the appropriate job or enquiry for the matters at hand.• Successfully identified and resolved emergencies whilst effectively handling large call volumes, customer complaints, compliments, and the investigation of issues raised.

In this position, I have led and directed team of 8 responsible for handling complaints and managing clients considered vulnerable. I have approved letters sent by the team and reviewed individual cases to make sure they met industry standards and guidelines. I have planned monthly one-on-one meetings with staff, performed call listening and call scoring reviews, case reviews, appraisals, and performance management, and served as chairperson at disciplinary meetings. I have managed and handled sensitive information whilst dealing with suicide threats and serious fraud. I have documented internal procedures for audit purposes, produced reports for the Compliance Department and contributed to monthly outcomes testing.Here are my key achievements:• Received Employee of the Month award in January 2015 and July 2015.• Acclaimed for resolving complaints and handling difficult situations; Managed financial ombudsman service (FOS) and the Information Commissioners Office (ICO) complaints.• Trained by the Royal College of Psychiatrists, Step Change, MBNA, and MALG to deal with and recognise vulnerability.• Improved organisational effectiveness by conducting company’s monthly Root Cause Analysis meetings and reporting risks.• Assigned as company administrator for the Credit Reference Agencies, responsible for ensuring all data disputes were responded to and resolved within their timeframes.• Developed Complaints Management System and trained staff on how to use it to reduce the amount of time spent on cases, improve reports, and increase the quality of the service provided.Additional experience as a Complaints Handler, PRA Group Limited, Bromley, Kent, England