ANNIE EXALL
Summary
A detail-oriented professional with a proven ability to complete work quickly and to a high standard. Demonstrates exceptional creative thinking and project work skills, alongside strong investigation capabilities and complaint resolution expertise. Adept at building and maintaining rapport, with experience in staff training and support. Committed to leveraging these skills to achieve career goals in a dynamic environment.
Overview
14
14
years of professional experience
Work history
Case and Complaint Handler
Momenta
Milton Keynes
2024.01 - Current
- Managed proactive reviews and complaints in Motor Finance, mitigating risks to company reputation.
- Oversaw high volumes of cases while ensuring compliance with quality benchmarks.
- Handled complex cases, achieving prompt resolutions for customer satisfaction.
- Addressed escalated customer complaints swiftly to enhance client experiences.
- Reviewed case documents for accuracy and completeness, maintaining high standards.
- Facilitated effective communication among all parties to achieve successful outcomes.
- Prioritised workload to consistently meet deadlines in a fast-paced environment.
- Processed BACS and cheque payments efficiently for customers.
- Articulated outcomes of complaints to customers through written communication
Customs Broker
FedEx
2021.06 - 2023.03
- Facilitating smooth import/export of goods from one location to another (within the UK and worldwide), working closely with Customs to ensure the necessary checks and processes are completed to clear shipments
- Checking the correct completion of transportation and accompanying documents, adhering to strict government guidelines set out by individual countries
- Ensuring correct customs duties and fees are applied, guided by tariff manuals and government guidelines of individual countries
- Using in-house computer systems to formally prepare documentation for Customs clearance and ensure relevant certification/documentation to complete clearance has been provided by importer/shipper
- Working to KPI's and quality standards, whilst supporting colleagues where required
- Competent in customer profile matching and clearance
- Holding sole responsibility for several sensitive companies, dealing with their previous complaints and ensuring their expectations are met consistently
- Contacting companies and individuals via email and phone, to request missing information/documentation required for clearance
Insurance Broker - Customer Support
LifeSearch
2017.11 - 2021.06
Contracting Complaints Handler
Nationwide
2017.04 - 2017.07
- Dealing with customer complaints related to their mortgages, taking into account any risks of the banks reputation and ensuring they are handled in accordance with the FSA timescales
- Collating all relevant customer data, ensuring excellent attention to detail and high quality
- Collating all documentation in response to requests received from customers
- Using numerous systems and reports in order to locate customer documentation
- Use initiative to resolve complaints by ensuring the solutions satisfy both customer and the business
- Providing high quality responses to all customer queries and complaints
- Working flexibly across a variety of different activities which included investigation of complex queries from customer
- Communicating with customers clearly and efficiently via telephone and letter
- Taking Plevin into account when dealing with PPI complaints and communicating the current Plevin stance to the customer where relevant
Complaints Handler
Barclaycard
2013.01 - 2017.04
- Dealing with customer complaints related to their credit cards, taking into account any risks of the bank's reputation and ensuring they are handled in accordance with the FSA timescales
- Use initiative to resolve complaints by ensuring the solutions satisfy both customer and the business
- Providing high quality responses to all customer queries and complaints
- Working flexibly across a variety of different activities which included investigation of complex queries from customer
- Collating all relevant data in response to requests received from customers, ensuring excellent attention to detail and high quality
- Using numerous systems and reports in order to locate customer documentation
- Undertook flexible hours and regular overtime to cope with high volumes of requests
DSAR Complaint Handler
Barclaycard
2012.03 - 2012.10
- Collated all documentation in response to requests received from customers
- Adhered to strict timelines imposed by the FSA
- Processed SAR payments from customers
- Printed off all relevant customer data, maintaining attention to detail and high quality
- Produced letters to accompany data/documents when sent to customers
- Experienced in the use of a variety of systems to locate, process and record data
- Undertook flexible hours and regular overtime to cope with high volumes of requests
Education
EDI Level 2 Certificate in Customer Service -
2015
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Sir Christopher Hatton Academy
2013
Skills
- Attributes/Skills
- Complete work quickly and to a high standard
- Creative thinking/project work
- Excellent attention to detail
- Investigation skills
- Complaint/claim resolution
- Building and maintaining rapport
- Staff training and support
Interests
Music, art, design and creative activities.
Additional Information
- .
Timeline
Case and Complaint Handler
Momenta
2024.01 - Current
Customs Broker
FedEx
2021.06 - 2023.03
Insurance Broker - Customer Support
LifeSearch
2017.11 - 2021.06
Contracting Complaints Handler
Nationwide
2017.04 - 2017.07
Complaints Handler
Barclaycard
2013.01 - 2017.04
DSAR Complaint Handler
Barclaycard
2012.03 - 2012.10
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Sir Christopher Hatton Academy