Summary
Overview
Work history
Education
Skills
Hobbies
References
Timeline
Generic

Amanda Dewar

North Cornelly,County Borough of Bridgend

Summary

Compendent with Mircosoft Office software including Microsoft Outlook, Word, Excel and PowerPoint. I am Highly motivated , organised, adaptable, experienced and skilled individual with over 18 years experience across a variety of customer support departments including Group Operations with PPI and Telephone Banking. I am focused in delivering an excellent customer service experience. I have excellent communication skills an excellent telephone manner and enthusiastic approach to all that I can achieve. I am focused to deliver and achieve my goals. I am friendly , a great team player.

Overview

21
21
years of professional experience

Work history

Customer Banking Consultant

Concentrix
Salford
03.2021 - Current
  • Advised customers on product upgrades
  • Deal with over 100 customers a day in banking queries
  • Offer solutions and support to vulnerable customers
  • General Admin tasks
  • Adhere to procedures and regulations


Case Handler

Lloyds Banking Group
Cardiff, CRF
12.2011 - 01.2021
  • Delivered an exceptional level of service to each customer by listening to concerns and answering questions.
  • Accessing databases and information systems to obtain details.
  • Consistently offered accurate, concise information to customers and stakeholders for clear, open communication.
  • General admin duties.
  • Ensuring data protection and data entry procedures are followed when handling personal information.
  • Correspond to External companies daily with reports using the encryption security software.
  • Running a work stream within PPI Operations where I had contact with over 80+ external companies.
  • Updated relevant parties on claim developments, offering continued advice and support to meet client needs.
  • Conduct a full comprehensive review of Lloyds banking group PPI complaints, in line with FCA Regulations whilst adhering to strict quality and productivity targets.
  • Ability to multi task and work in a busy environment under pressure.
  • Handled customers complaints by completing a full investigation by using internal and external sources within Lloyd's Banking Group.
  • High Attention to detail.
  • Organisation and Time management skills.
  • Supported Relationship Managers in improving operations and resolving issues to deliver an excellent service and manage the expectations of our customers.

Customer Service Advisor

Lloyd's Banking Group
Cardiff, CRF
02.2003 - 12.2011
  • Completed research on complex problems and resolved issues quickly.
  • Dealt with customer complaints over the phone and via email confidentially.
  • Performed in-depth research to answer more complex questions.
  • Delivered an exceptional level of service to each customer by listening to concerns and answering questions.
  • Resolve any customer grievances and provide solutions accordingly.
  • Escalate calls to relevant internal departments and liaise with colleagues externally within branches.
  • Calmly deal with often challenging customer complaints.
  • Ensure customer satisfaction and build trust beyond expectation.
  • Tailored products and services to customers needs.

Education

NVQ Level 1 - Business Studies Foundation Course

Cynffig Comprehensive
Bridgend, BGE

NVQ Level 2 - Advanced Business Studies

Cynffig Comprehensive
Bridgend

Certificate of Higher Education - HND Business

Bridgend College
Bridgend

Skills

  • Communication Skills
  • Attention to detail
  • Clerical
  • Team Player
  • Self Motivated
  • Extremely Organised
  • Adaptable and Trustworthy
  • Data Entry
  • Customer service skills
  • Time Management
  • Accredited Fire Marshal
  • Accredited Business incident Coordinator
  • Eager to succeed and learn from others
  • Competent with word, Excel and Outlook
  • Receptive to change
  • All the skills that I have Acquired over the last 18 years from working in the banking industry are transferable
  • Quality control


Hobbies

  • I love watching films and TV series
  • Family time in going out for meals
  • I enjoy football and rugby


References


Zellis
8th Floor, G Mill
Dean Clough Mills
Halifax
HX3 5AX lbg@yourhrcasemanagement.com


Concentrix


Can provide if needed as currently employed

Timeline

Customer Banking Consultant

Concentrix
03.2021 - Current

Case Handler

Lloyds Banking Group
12.2011 - 01.2021

Customer Service Advisor

Lloyd's Banking Group
02.2003 - 12.2011

NVQ Level 1 - Business Studies Foundation Course

Cynffig Comprehensive

NVQ Level 2 - Advanced Business Studies

Cynffig Comprehensive

Certificate of Higher Education - HND Business

Bridgend College

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