Case Manager Customer Service
Resume:
Sali
Mead-Lamont
Complaints Case Manager
Email *.**********@*****.***
Address ** ****** *****, ***********, *********, S P11 9GU
Phone 075********
Date of birth 09-07-1995
Nationality German
PROFESSIONAL SUMMARY
Reliable and committed individual with extensive
experience within customer service, accounting and bookkeeping. A quick learner and eager to follow in the footsteps of the masters of the trade, a good
communicator with strong problem-solving skills. Pays attention to instructions and can carry out work with accuracy and precision. Excellent timekeeper, Eager to undertake further training to gain qualifications and expand skills required for the job and share that
knowledge with others. Used to working in a KPI driven environment.
EXPERIENCE
Swindon
July 2020 - Present
Customer Service Advisor
Thames Water
Amesbury
November 2019 - April 2020
Claims Administrator
Animal Friends Insurance
Paderborn/Germany
March 2017 - August 2019
Office Administrator
South Shields
November 2016 - March 2019
Customer Options Team
Deliver consistently high customer service as part of the First Contact team
•
Strive to always be the first point resolution for the customer
•
Passionate about growing my knowledge and
sharing that knowledge with others
•
• Conducted floor walking to support new starters
Understand the importance of quality and
consistency in customer enquiries and supporting
those around me to find the right information to
help customers
•
• Extensive systems knowledge
I thrive off of seeing peers improve from the
knowledge I have provided them with and enjoy
watching them take their time with each query,
giving the customer the best outcome, which
reflects on their CSAT scores
•
• I can work independently or as part of a team
Delivered an exceptional level of service to each
customer by listening to concerns and answering
questions
•
Performed in-depth research to answer more
complex questions.
•
• Handled large quantities of inbound calls per day Carried out day-day-day claims administration
duties accurately and efficiently
•
Consistently managed client needs through
problem solving skills resulting in positive
customer service experience and feedback
•
Achieved department of the quarter by passing my
monthly audits
•
Improved the company customer service level by
96%
•
Supported the assessment team by assessing 25
claims a day on top of my usual tasks
•
Sat side by side with agents that just came out of training and helped them with every call until they were confident and ready to take calls
independently
•
Shared my knowledge by creating PowerPoint
presentations with useful information and tips
when taking phone calls
•
Been assigned manager call backs to prevent
complaints due to my knowledge within the short
period of time
•
dis-connect BT
Paderborn/Germany
July 2015 - November 2016
Sales Advisor
O2 Partnershop
Swindon
January 2021 - Present
Complaints Case Manager
Thames Water
EDUCATION
- 2016
BTEC National Diploma
Ludwig-Erhard-Berufskolleg
- 2012
O-Level
Realschule Lichtenau
SKILLS
Answered and managed incoming and outgoing
calls while recording accurate messages.
•
Directed clients to appropriate personnel to
address concerns, resolve complaints or answer
account-related questions.
•
Matched purchase orders with invoices and
recorded the necessary information.
•
Reviewed files, records and other documents to
obtain information and respond to requests.
•
Managed and controlled office supply inventory to
ensure timely ordering or requisition of depleted
or low-level stock.
•
Developing a real connection with customers
wishing to leave BT by offering the products or
services that best meet their needs
•
First point of contact for BT's valued customers
Dealing with sometimes frustrated, angry, or
upset customers resolving issues
•
Dealt with complaints, feedback and enquiries with empathy and professionalism in a timely manner
•
Prepared reports and communication for senior
management and clients.
•
• Extensive experience with technology and software Responded to customer questions and requests in a
prompt and efficient manner.
•
Recommended merchandise to customers based on
their needs and preferences.
•
Built relationships with customers to increase
likelihood of repeat business.
•
Prioritised helping customers over completing
other routine tasks in the store.
•
Coordinated between billing department and
customers to resolve problems.
•
Ensured our customers are at the heart of the
complaint and treated like family
•
Provided an excellent level of service to our
customers by showing my problem solving skills
and tenacity to gain the right outcome for my
customer
•
Kept customers updated at all times during their
complaint journey
•
Achieved productivity targets whilst maintaining
high quality standards
•
Maintained and update the complaints system
with accurate, compliant and timely record
keeping
•
Processed all customer complaints in line with
regulatory guidelines and departmental targets
•
Ensured a high level of customer satisfaction for
all customers, whether internal or external
•
Managed my own work load and prioritised in line
with customer needs and business requirements
•
• Gained Advanced Letter Writing skills
Valued and supported others, both within my team
and the wider business
•
Displayed professionalism, energy, enthusiasm
and enjoyment in carrying out duties
•
Paderborn/Germany Lichtenau/Germany
• Commercial Reasoning
• Bookkeeping
• Customer Service
• Planning
• Organising
Contact this candidate