Customer Service Representative
Resume:
Clare Bond,
** ******** ***, **********, ***********, Hampshire, RG23 8AL
Member of Linkedin
************@**********.***
Currently working within the Financial Services as a Call Quality Auditor. A proven record of
coaching, highly organised, flexible individual with experience within Customer Services and in a
Payments Division. Previous record of working within the Manufacturing Industry. Offering a well
established and motivated individual with high standards.
Key Skills
• Resolving queries with the Telephone Team.
• Building productive relationships with the Telephone Team
• Designing and delivering coaching and training sessions.
• Developing and leading a Team of 2.
• Microsoft Office, Excel, Outlook, word, Verint (call recording system). Friends Life bespoke operating
systems.
CAREER HISTORY/EMPLOYMENT
Friends Life - Basingstoke
Call Quality Auditor – Corporate Client Services – July 11 – December 13.
• Auditing internal calls.
• Coaching and training sessions.
• Giving timely feedback within the Friends Life Framework.
• Meetings with Team Manager’s on the best way to approach an individual who hasn’t made an
improvement within a certain time frame. Is it training needs or behaviours?
• Risk analysis.
• Reporting Breaches and Actual Detriments.
• Compiling commentary for the monthly MI Packs.
Achievements
• Developed, planned and implemented the new quality audit framework to deliver quality consistency
across the network of 5 sites of Friends Life.
Portfolio Support Administrator, AXA, Corporate Client Service – January 08 - July 11.
• Dealing with Customer requests, both written and by telephone
• Dealing with Financial Advisers requests, both written and by telephone
• Completing work items that have been allocated to me, in the processes of
• Change of name, change of address, Nomination Notice requests, Transfer Out Quotations,
Stage 2 Transfer in
Customer Service Administrator, Winterthur Life, Servicing Department, Traditional Business–
June 06-December 07.
• Dealing with Customer requests, both written and telephone calls
• Dealing with Financial Advisers requests, both written and telephone calls
• Checking that money has been applied to the policies
• Looking into Tax Enquiries
• Refund money back to the policy holder
Customer Contact Administrator, Winterthur Life within the Contact Centre, Traditional Business –
April 04 - June 06.
• Back-filing on the telephones
• Updating addresses, names on chameleon
• Updating certificate of existence
• Produce estimated maturity values
• Request current fund values via Life system
• DWP (tracking down the policy holder)
• Cancelling direct debit and policy holders policies
Senior Customer Service Representative, Winterthur Life within the Contact Centre Traditional
Business – March 03 -April 04.
• Logging Breaches
• Preparation for coaching Sessions for 11 Customer Service Representatives listening to three calls on
the Eyretel system
• Conducting Coaching Sessions for the Customer Service Representatives within the team
• Arranging hands-on training
• Relationship Meetings with two Administration Teams
• Collating weekly and monthly quality information from the Call Quality Audits for the Compliance
Department
• Collating information from the three teams for in-accuracy and errors made
• Implementing training requirements with the two other Senior Customer Service Representatives
• Answering customer calls
• First point of call for complaint/escalated calls
• Collating information for a weekly report
• First point of call for the Customer Service Representative for technical help
Customer Service Representative, Wintherthur Life within the Contact Centre, Traditional Business –
Jan 02-March 03.
• Answering customer calls and taking their details
• Dealing with customer complaints and queries
• Entering information into customer audit trail for future reference
QUALIFICATION AND TRAINING
Includes 7 CSE’s including English.
Computer Base Training
• Data Protection.
• Information Security.
• Money Laundering.
• TCF.
• Complaints Handling.
Kaplan
November 2011 until June 2012.
• Level 2 NVQ in Business & Administration.
• Level 2 Certificate in Principals & Administration.
• BTEC General Certificate for Business.
• RSA 11 Typing – Pass.
• English Literature.
• English Language.
• Social Studies.
• General Science.
• Home Economics.
• History.
• Chemistry.
• RSA 1 – Pass.
• Pitman Stage 1 Typing – 1st class pass
References are available on request.
Contact this candidate