Customer Service Centre Agent
Resume:
Curriculum Vitae
Kismet Kaur
Suffolk,
IP3 0FD
**************@******.***
Personal Profile
I am an intelligent and articulate individual with an LLB (Hons) Degree in Law, having achieved this through the prestigious Anglia Ruskin University. I consider my personality and character to be extremely practical and passionate about the work I do. I have a strong work ethic and I thoroughly enjoy a challenging working environment. I am confident, hardworking, honest, trustworthy and dedicated. I enjoy working within the dynamics of a team, but I am equally happy to be left to work on my own initiative. I am people focused and diplomatic with exceptional in- house knowledge and experience. I have the ability to mix and negotiate at all levels, providing valued and logical solutions to questions which arise. I am an excellent listener, with an abundance of skills, qualities and experience which would be easily utilised into many other business streams. I enjoy helping people and thrive upon their successes and their abilities to progress. I have a good sound knowledge of Microsoft programmes including Word, Excel, PowerPoint and Outlook, as well as Atlas system, Healix, Canva and CRM system. Employment History
March 2024 – Present Willis Towers Watson, Ipswich. Contact Centre Agent:
As a Contact Centre Agent, one of my responsibilities is to respond to members' questions on retirement planning and pensions. Along with explaining the implications of various retirement schemes, I further assist members in understanding their pension benefits. In addition to these responsibilities, I also work with the administrative team to address member requests and, in a timely manner, handle all questions that members may have. I am also responsible for establishing complete and accurate records of all interactions and transactions with members in the company's CRM system. Furthermore, meeting goals, for example, customer satisfaction, first call resolution rate, and call handling time, is also an important part of my role. July 2023 – December 2023: Penny Freedom, Ipswich. Customer Relationship Executive:
My Duties Included: My role as a Customer Relationship Executive is to build and maintain relationships with clients. This involves staying in constant contact with clients, responding to their questions and concerns, and offering assistance at each step of their journey. I pride myself on having a good understanding of the services Penny Freedom provides so that I may adequately meet my client’s needs and provide the best solutions. I conduct assessments, provide product recommendations, and ensure that the client is happy. Together with handling customer complaints and concerns, I am also in charge of processing group payments from clients and collaborating with other departments like sales to guarantee a perfect client experience. Updating and keeping correct client records, including details of contracts and interactions, are additional responsibilities. Among my responsibilities include assessing client’s creditworthiness and keeping checks on their financial situation. July 2018 – June 2023 AXA Insurance, Ipswich.
Claims Handler:
My Duties Included: Initially, I was a Customer Service Representative in which I responsible for ensuring customers had adequate medical cover whilst travelling abroad before being promoted to a Claims Handler, where my responsibilities included processing and reviewing customer-provided documents, assigning them to the claim, and making sure they complied with GDPR. In addition, I would be responsible for managing any incoming mail and providing a claims pack to consumers informing them of their claims. Finally, I would respond to customers inquires within service Level Agreement’s.
October 2017 – December 2017: Pandora, Ipswich.
Customer Service Assistant:
My Duties Included: In my previous role as a Customer Service Assistant at Pandora, I had the opportunity to assist customers in selecting the perfect gift to remember their unique occasions. I was committed to ensuring that every customer had a flawless experience, from answering questions regarding product availability to offering advice on jewellery maintenance.
September 2016 – September 2017: Sports Direct, Ipswich Sales Assistant:
My Duties Included: As a Sales Assistant at Sports Direct, my duties included providing excellent customer service by assisting customers find the appropriate sports gear and clothing, managing cash and card transactions, making sure the store was well-stocked, organised and maintaining a tidy and welcoming shopping environment. Furthermore, I would be in charge of responding to customer questions, promoting ongoing offers and promotions, and lastly, creating a supportive work environment.
Work Experience
March 2016 – April 2016: The New Skills Centre, Ipswich. Support Worker:
My work experience for the Health and Social Care course was at The New Skills Centre, where I was given the chance to support people that had learning and mental health difficulties. September 2015 – October 2015: Cliff Lane Primary School, Ipswich. Teaching Assistant:
My work experience was at Cliff Lane Primary School, where I was given the opportunity to help children in their learning to the best of their ability.
Additional Training
2023: Customer Service Pass
2023: Anti Money Laundering and Financial Crime Pass 2023: General Data Protection Regulation. Pass
2023: Data Privacy Pass
2023: Fraud Awareness Pass
2022: Complaints Handling Pass
2022: Health & Safety Pass
2024: Safeguarding Children Level 2 Pass
Further Education
2023: Anglia Ruskin University, Cambridge.
Law LLB (Hons) Pass Upper 2nd Class Hons
2020: Suffolk New College, Ipswich.
Forensic Science & Criminal Investigation Level 3 Distinction, Merit x2 Pass
2016: Health and Social Care Level 2 Pass
Education
September 2011 – June 2016: Copleston High School, Ipswich. I completed and enjoyed the full School’s National Curriculum gaining 7 GCSEs in the following subjects: Maths, English, Science, IT, Food Tech, History, Art.
Leisure Interests
I enjoy travelling because it allows me to experience the cultures and lifestyles of many people. Travelling also allows me to participate in adventurous activities which improves my personal development. Additionally, I am a keen reader enjoying authors such as Vex King, T.D Jakes, James Clear and books like Atomic Habits or Good Vibes, Good life. I enjoy creating arts and crafts for example, Christmas decorations, balloon arches, digital invitations / posts, and banners for various occasions.
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