Angela Sinclair

Experienced professional with a strong background in handling telephone and email enquiries, sales negotiations, and complaint resolution. Proficient in CRM systems, billing processes, and payment handling, with a proven ability to manage multi-tasking environments effectively. Recognised for a friendly demeanour, proactive approach, and good query resolution skills.

Positive and proactive problem-solver with strong communication and interpersonal skills, adept in handling customer inquiries and resolving issues. Demonstrates ability to listen and empathize, ensuring customer satisfaction.

Over the last eleven years, I have worked with two companies,

Capita-08/2013-02/2017

Kura-02/2017- 06/2022

Capita-06/2022-12/2024

At the beginning i worked on a contract with Capita for Marks and Spencer. On this contract, we were taking orders, chasing up orders with whatever courier they were with. Also looking for orders lost in transit, or delivered at a possible wrong address. We would then reorder and confirm delivery with customer.

While on this contract, a few of us were selected to find items customer wanted to order, but not available on line. We would contact stores out with their area, if we found said item, we would get it sent to all store near customer, and advise when available for customer collection.

Capita lost the contract for Marks and Spencer in 2017, but in the same contact centre they had a contract with Scottish Power. My job on this contract was working with customers who were on Direct Debit. Where we advised customers of their Direct Debits, taking readings, billing accounts up to date. Also doing full or partial refunds if requested. We also advised customers if there were cheaper tariffs. While on the contract, we would also do upselling, as in offering Boiler cover .

In April 2017, I was transferred to the Change of Tenancy team, Opening and closing accounts, checking to see if we supplied their new address, if not we would offer to take over the supply at their new house.

Then between 25/06/2018-25/08/2018 I was seconded to Complaints, at first the complaints were historic dating back at least 18 months. The complaints varied from Direct Debit, Home Move to refunds. At the end of the secondment, i went back to Change of Tenancy, before being moved to a new team in Prepayment.

While in Prepayment, we would send keys or cards for the meters, or found keys or cards at local shops to the customers. Customers could also call, ask for advances, which we would do for the customer, and organise so much to come off the meters at an affordable rate for the customer.

We would upsell to customers our appliance care for white goods.

When Covid hit, we were all sent to work from home. Once set up at home, I was doing emails, as they needed time to set up a secure way of working from home and speaking with customer and keeping their details secure.

Once everything was in place, i was then back in the Prepayment team.

There were a couple of short few weeks we were back in the office, until Covid raged again.

Then came 06/2022 Capita lost the contract back to Capita.

This was to be a full time Work From Home, as they did not have a call centre up in Forres, the call centre that was there before, was closed down.

I was asked if I wanted to take redundancy, or would i like to join the company. So i joined Capita again, worked in Direct Debit to start, after a few months i was then back on Prepayment .

At one point, i was on a team, where we were actually doing outbound calls. These would cover customers who had called over 5/6 times and had not come to an acceptable out come. On this team, we would cover, checking to see if an advance had worked, or if customers meters had been changed to Prepayment, but were vunerable, we would arrange for a credit meter/s to be put back into customers properties. Once this came to an end, I was back on Inbound Prepayment calls again ,till 12/2024, where my illness made it impossible to fulfil my contract needs.