Amanjit Hothi

Delivered frontline support as a Customer Service Advisor, resolving a wide range of banking and digital queries while maintaining strong First Touch Resolution performance. Demonstrated empathy and professionalism when supporting vulnerable customers and managing complaints to fair outcomes. Promoted digital confidence by providing tailored guidance and educational resources, while consistently upholding regulatory compliance and data protection standards

• Achieved average First Touch Resolution rate of ~70% through efficient query handling and ownership
• Maintained Average Handle Time of 412 seconds, balancing speed with quality for effective customer outcomes
• Captured and logged customer support needs to enhance service delivery for vulnerable individuals
• Participated in beta testing for AI-powered intranet tools, helping shape internal process improvements

Provided front and backline support in a fast-paced retail environment, handling in-person and online customer orders. Played a key role in stock control and delivery operations, ensuring accurate paperwork and resolution of order discrepancies. Delivered reliable service across both administrative and customer-facing duties.

• Processed and fulfilled online and in-store orders, including from eBay and TU clothing platforms
• Used stock systems to generate delivery paperwork and update inventory records accurately
• Investigated and resolved order discrepancies to maintain smooth warehouse and delivery operations
• Carried out general admin tasks related to customer payments, refunds, and stock control
• Communicated with customers professionally to manage expectations and resolve queries efficiently

Supported daily retail operations by delivering fast, friendly service and maintaining store standards. Contributed to stock control, cash handling, and sales closure processes in customer-focused environment.

• Handled cash transactions accurately while providing efficient customer service
• Maintained stock hygiene and store presentation in line with health and safety standards
• Closed daily sales and balanced tills at end of shift
• Participated in monthly stock counts to help calculate store shrinkage
• Assisted customers with product enquiries and ensured a positive shopping experience