Adam King

Conducted monthly updates and verified accuracy of TNPS and OES reports within the Voice of Customer team.

• Due to my extensive knowledge and impressive showing when dealing/handling and helping with complaints.
• Assumed responsibility for managing customer complaints after promotion.
• Reviewed recorded customer calls to assess complaint handling by agents.
• Once marked I would provide feedback to the agent and their manager with what went right and any feedback they needed to receive.
• Collaborated with stakeholders to identify themes and trends, enhancing customer journey and reducing complaint volume.
• Presented information on complaint management to diverse audiences including advisers and executives.

• In March 2017 I took a role within Aviva directly rather than work for teleperformance as there was a job within the live chat department.
• In this role my job was to answer people's queries similar to what I was doing on the phones but on the live chat system.
• As I have strong computer skills this suited myself.
• This was slightly harder because we would use the application and talk to two customer's at the same time but this complimented my skills well.
• Handled email correspondence and provided telephone support.
• I also spent time working in the MyAviva support team which helped customers with their online log in issues and added another string to my bow.
• Finally, I became an expert in the complaints field being a complaint leader for the whole floor and people would come to myself when they had issues/needed help with tough complaints.

• Handled incoming calls for general insurance, addressing diverse customer inquiries.
• This was to deal with all customer's home, motor and travel insurance demands.
• Managed various customer interactions daily, including completing quotes, modifying policies, and setting up renewals.
• Multitasked effectively, engaging with customers while utilising application to process their requests.
• This was a good role for me due to my strong computer skills and my good interpersonal skills.
• Teleperformance that worked on behalf of Aviva.

• Promoted to the role of supervisor whilst working at Poundland.
• Managed shop operations and supervised employees while ensuring efficient stock replenishment.
• Monitored employee hours for payroll, coordinated stock deliveries, and organised warehouse for optimal workflow.
• Processed cash transactions, balanced tills, and secured funds in safe.

• Collaborated with team members on checkouts and shop floor to enhance customer experience.
• Served customers on checkouts while ensuring shelves were stocked and items were easy to locate.
• Managed my own section and stocked all products.