Amanda Barton
Dorridge,Solihull
Summary
Highly experienced customer service professional with 25 years in banking. Specialising in complex customer interactions, stakeholder management and complaint resolution. Proven ability to build strong, trusted relationships, manage priorities and deliver fair and timely outcomes. Skilled in capturing customer insights, maintaining accurate data, and supporting continuous improvement. Experienced in coaching colleagues an influencing performance with a strong focus on the customer and business outcomes.
Overview
25
25
years of professional experience
Work history
Customer Service Representative
TSB Bank
Birmingham, West Midlands
2001.06 - Current
- Handling 15 to 20 complaints a week, with detailed investigations to promote fair outcomes for stakeholders and maintain valued relationships with customers.
- Recorded accurate complaint investigation details within the complaint system to clarify issues and resolutions.
- Utilised listening and negotiation skills to adapt communication for various audiences.
- Conducted root cause analysis of errors using internal feedback tools to identify trends and suggest procedure improvements.
- Organised and managed high volumes of cases to ensure compliance with regulatory standards.
- Supported new starters by training them on internal systems and complaint handling procedures.
- Quality checked complaints and provide constructive feedback to colleagues for performance improvements.
Education
Lean Accreditation -
TSB Bank
Quality Training -
TSB Bank
Difficult Conversation Telephone Training -
TSB Bank
Skills
- Relationship Management
- Complaint resolution
- Outstanding customer service
- Staff education and training
- Customer needs analysis
- Problem solver
- Multi-tasking
- Customer data analysis
- Quality Assurance (QA) controls
- Time-Management prowess
- Telephone manners
- Empathy understanding
Timeline
Customer Service Representative
TSB Bank
2001.06 - Current
Lean Accreditation -
TSB Bank
Quality Training -
TSB Bank
Difficult Conversation Telephone Training -
TSB Bank