Customer Service Manager
Resume:
Laura Lavelle-Bide
************@*****.***
Personal Profile
During my employment, I have consistently demonstrated the enthusiasm and ability to work hard, progress and deliver results in any given environment. I have also gained invaluable experience from the different lines of business I have worked in. I am driven and ambitious with a genuine desire to help others achieve their targets. I help to inspire others and have a genuine caring attitude and the will to succeed in all that I do.
My achievements during my career to date demonstrate my experience at building strong relationships, delivering results, professionalism and integrity and a passion for doing well and succeeding.
I am a committed individual with lots of experience in dealing with all people and all situations.
I have strong motivational and support skills in order to help other team members succeed. I am empathetic and have natural people skills.
Qualifications
Degree in BA English Literature
3 A-Levels English Literature, Psychology and Law
10 GCSE’s (A-C)
Technical Skills
Fully competent in the use of Microsoft Office applications
Personal Skills
Leading advocate of Customer Experience
Exceptional interpersonal and communication skills, both verbally and written
Ability to learn new skills quickly, coupled with a desire to succeed and excel in everything I do
Excellent organisational skills and attention to detail
Professional and positive attitude
The ability to work well independently and as part of a team
Exceptional customer service
Expertise of bank wide complaints
Expertise of end to end customer outcomes
Flexible and adaptable
Experience of working and succeeding in pressurised environments
Helpful and supportive of others
MBNA / Bank of America Chester, UK
Customer Experience - December 2014 - Present Customer Services
Working with Complaints Stakeholders and Control reviewing pain points/ barriers
Identify and highlight trends working with Quality Manager/Operation to support the enhancement of colleague capability
Responsible for Education for Customer Service & Risk Operations to update LOB’s on key changes and to act as reminders to existing key processes
Facilitating continuous improvement process for customer journeys
Attending the Financial Ombudsman Review meetings
Working with Senior Leads to close down items and/or implement new processes – increasing overall change rates
Quality appraising Voice and Written communications to ensure fit for purpose
Ensuring Customer at ‘heart’ of what we do
Working with operation areas to identify business improvement actions, implementing controls and reporting on progress
Complaints Manager July 2013 – December 2014 Customer Services
Promote a culture of focus on the customer in everything we do
Supporting high quality standards
Meeting and exceeding targets such as resolve rates and productivity
Facilitating quality listening sessions to ensure all calls are meeting the highest possible standards
Proactively share information with peers and managers, increasing communication between divisions and improving consistency and overall customer satisfaction
Working with multi-site teams to achieve targets
Educating team members
Complete reviews of complaint handling decisions
Quality Monitoring May 2013 – July 2013 Customer Services
Sample checks completed on associates to evidence on going competence
Ensure the Operation delivers against specific regulatory requirements
Share good practice, through collaboration with Operational teams identify and suggest improvements to new and existing processes and procedures
Work as part of a team to contribute towards the overall success of the business, supporting less experienced team members
Cain’s Brewery – Dr Duncan’s Liverpool – UK
Bar Supervisor February 2011 – July 2013
Cash handling
Staff rotas
Opening and Closing of the bar
Stock replenishment
REFERENCES
Endorsements available on request
AREAS OF EXPERTISE
Takes ownership
Strong influencer
Experience of Procedures and Policies
Organised
Robust communication skills
PERSONAL SKILLS
Problem solving
Excellent attention to detail
Ability to work independently or within a team
Collaborative
Planning
Motivational
Strategic and proactive
INTERESTS
Reading
Football
Socialising
AREAS OF EXPRERTISE
Customer Service
Complaint Handling
Meeting and exceeding targets
Decision making
Customer focused
Quick learner
PROFESIONAL
Degree, BA English Literature
PERSONAL SKILLS
Ability to motivate myself and others
Problem solving
Communication
Ability to work independently
Time management
Planning
Organising
INTERESTS
Reading
Football
Socialising with friend and family
AREAS OF EXPRERTISE
Customer Service
Performance management
Monitoring performance
Supply chain process
Operational efficiencies
Decision making
Delegating tasks
Customer focused
PROFESIONAL
Degree, Transactional Analyst
Coaching Skills Certificate
PERSONAL SKILLS
Ability to motivate team
Natural leadership skills
Problem solving
Communication
Planning
Organising
INTERESTS
Reading
Cooking
Socialising with friend and family
Contact this candidate