ANTHONY MORGAN
Birmingham,United Kingdom
Summary
Customer service expert with extensive call centre experience, specialising in personalised support. Skilled in telephonic etiquette, email administration, and data entry, with a solid understanding of GDPR compliance. Delivers effective problem-solving and conflict resolution, fostering positive customer interactions. Focused on enhancing team performance through staff training and education.
Overview
24
24
years of professional experience
Work history
NFU Home Emergency Customer Service Representative
Sedgwick International
Birmingham, West Midlands
2024.08 - Current
- Maintained up-to-date knowledge of industry changes, resulting in superior customer support.
- Assisted customers in understanding complex insurance policies for increased satisfaction.
- Collaborated closely with team members to achieve departmental targets.
- Educated clients about policy details and answer queries accurately to enhance their decision-making process.
- Facilitated training sessions for junior consultants enhancing their product knowledge and service delivery capabilities.
- Submitted detailed reports on time to management highlighting performance metrics and areas for improvement.
- Liaised effectively with other departments regarding policy amendments or cancellations, ensuring smooth operations within the organisation.
- Built strong relationships with clients by consistently delivering exceptional service.
- Increased client trust by providing clear, accurate insurance advice.
- Adapted quickly to regulatory changes in the insurance sector; maintained compliance at all times.
- Resolved claims disputes efficiently, improving overall customer experience.
- Resolved customer queries quickly and professionally to maintain satisfaction.
- Managed customer expectations by providing fast payment for accepted claims.
- Executed supplier payment procedures to maintain good vendor relationships.
- Uploaded customer-provided documentation to support ongoing claims processing.
- Developed strong customer relationships, leading clients to prefer my assistance exclusively.
IRT Customer Service Representative
Sedgwick International
Birmingham, West Mindlands
2024.02 - 2024.08
- Managed high volume of inbound calls for quick resolution of customer issues.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Mitigated conflicts by providing timely and effective solutions to disputes raised by customers.
- Improved customer satisfaction by effectively handling complaints and inquiries.
- Ensured high-quality support to meet customer needs and enhance satisfaction. for increased customer satisfaction.
- Developed strong relationships with customers fostering brand loyalty and repeat business.
- Managed customer complaints by identifying issues and providing suitable solutions., providing appropriate solutions to guarantee positive outcomes.
- Assisted customers in making informed decisions by providing detailed product information.
- Assisted customers with varying questions using product knowledge and service expertise.
- Handled incoming calls and claims for many different insurance companies.
Postal Worker
Royal Mail Group
Birmingham, West Midlands
2018.08 - 2021.11
- Processed and delivered mail to recipients across Smethwick, Northfield, Moseley.
- Delivered mail by foot, and Van, choosing best method based on distance and delivery load.
- Planned effective and efficient delivery routes based on house location, traffic reports and road closures.
- Covered employee routes during absences, efficiently planning new delivery routes and familiarising with new areas.
- Obtained signatures and took pictures of delivered mail for proof of delivery purposes.
- Achieved customer satisfaction through prompt mail delivery and consistent communication with recipients.
- Welcomed customers with a polite and professional approach to enhance their experience.
- Adapted work hours to maintain high service levels for customers.
- Conducted regular maintenance and performance checks on postal vehicles, ensuring vehicles operated safely and within regulations.
- Used safe driving practices and followed highway codes at all times.
Claims Handler
Legal & General
Birmingham, West Midlands
2018.01 - 2018.07
- Examined claim evidence against company guidelines and procedures to determine outcomes for submitted claims, informing decisions on approvals or rejections.
- Verified policyholder information and coverage by retrieving claim records before processing claims.
- Received correspondence from claimants, verified insurance coverage and arranged assistance to meet clients' needs, exceeding performance targets.
- Formulated and implemented policies for claim resolution, streamlining redress submissions and processing for quicker settlements.
Wooden Furniture Production Operative
Rigg Ltd
Birmingham, West Midlands
2017.03 - 2017.10
- Operated woodworking machines to cut and shape materials for various projects. to cut, shape and form parts and components for wooden objects.
- Operated cutting and feeding machinery with precision to ensure high-quality production.
- Assembled wood elements and fixtures to create furniture frames for various products.
- Operated drilling machines to create holes in joints for assembling fixtures.
- Finished surfaces of wooden articles or furniture using specialised tools to achieve smooth, refined finishes.
- Applied protective layers on finished articles and furniture to enhance durability against weather elements, decay, and insects.
Warehouse Operative
Mereway Kitchens
Birmingham, West Midlands
2016.01 - 2017.03
- Picked customer orders accurately in a fast-paced environment. to meet productivity targets.
- Regularly exceeded performance and productivity targets through accurate, efficient picking and packing.
- Assessed packages and counted stock to ensure delivery accuracy before unloading and processing.
- Coordinated inventory movements to process incoming shipments and organise storage areas.
- Delivered accurate stock reports to warehouse manager for timely reordering.
- Transferred materials weighing up to 10kg above head using safe manual lifting techniques.
- Assisted teams with heavy lifting and complex problem-solving, contributing to enhanced operational efficiency.
Computer Service and Repair Technician
Bryan's Data Programming
Birmingham, West Midlands
2014.03 - 2015.10
- Resolved complex repairs, including corrupted hard drives and data recovery.
- Successfully diagnosed and resolved hardware, software and application faults to maintain stability.
- Diagnosed software faults, efficiently debugging and reinstalling packages to reduce downtime.
- Optimised customer hard drives, enhancing performance and expanding storage capacity.
- Proactively conducted maintenance for businesses, including IT systems maintenance, antivirus installation, Windows and application updates.
- Conducted installations of new software packages, updates and new OS releases, maintaining optimised performance.
- Resolved IT issues through telephone support, remote access software, and on-site assistance, ensuring minimal disruption to users.
- Calibrated new devices including laptops, desktops and related accessories, readying for service users.
- Executed setup tasks for various companies by installing and configuring PCs, phones, and printers.
- Installed spyware and cybersecurity software to reduce future breaches and viruses.
- Educated customers on security best practices, promoting regular backups, scanning, and antivirus protection to safeguard data.
Warehouse Operative
Niglon LTD
Birmingham, West Midlands
2010.10 - 2014.03
- Picked customer orders accurately to fulfil shipment requests. to meet productivity targets.
- Regularly exceeded performance and productivity targets through accurate, efficient picking and packing.
- Proactively assisted teams in heavy lifting and complex problem-solving tasks, improving operational efficiency.
- Transferred materials up to 10kg overhead using safe manual lifting techniques to maintain workplace safety.
- Managed inventory movements to process incoming shipments and organise storage areas.
- Assessed packages and counted stock to ensure delivery accuracy before unloading and processing.
- Provided stock reports to warehouse manager, enabling timely reordering and minimising stock shortages.
General Builder
K.K.A Projects
birmingham, West Midlands
2009.01 - 2010.07
- Executed repair and maintenance tasks for domestic, commercial, and industrial projects, ensuring high standards of workmanship.
- Contributed to timely and quality completion of home renovations and rebuilds, demonstrating strong work ethic and commitment to excellence.
- Complete Kitchen refits.
- Digging of foundations by hand (in all weather conditions) to specifications followed by the laying of concrete footings for kitchen extensions.
- Comfortably worked at height across various tasks, including roofing and scaffolding projects.
- Gutted houses from top to bottom in preparation for full refurb.
- Performed basic plumbing and electrical tasks to support renovation projects..
- Supported loft conversions through assistance with structural modifications and installations, enhancing living spaces..
- Aiding in the placement of steel Girder's.
- Screeding of floor's.
- Operated concrete mixers, Various power saws, and Drills.
- Unloaded, carried and stored building materials and equipment.
- Painter & Decorator.
Warehouse Operative
Niglon LTD
Birmingham, West Midlands
2007.01 - 2008.12
- Picked customer orders accurately and efficiently to meet productivity targets.
- Regularly exceeded performance and productivity targets through accurate, efficient picking and packing.
- Scanned, sorted, and diverted packages to designated warehouse departments, enhancing accessibility and tracking accuracy.
- Supported team members in picking, packing, and processing tasks, contributing to improved overall warehouse workflow.
- Transferred materials up to 10kg overhead using safe manual lifting techniques to ensure compliance with health and safety standards.
General Builder
S.B Projects
Birmingham, West Midlands
2002.02 - 2006.12
- Digging of foundations by hand (in all weather conditions) to specifications followed by the laying of concrete footings for kitchen extensions.
- Executed loft conversions, enhancing living space in residential properties.
- Carried out complete kitchen refits, ensuring functionality and modern design.
- Gutted houses from top to bottom in preparation for full refurb.
- Comfortably worked at height across various tasks, including roofing and scaffolding projects.
- Performed repair and maintenance tasks across domestic, commercial and industrial projects.
- Contributed to timely, quality completion of home renovations and rebuilds through dedicated work ethic.
- Assisted in minor plumbing and electrical repairs to maintain functionality in residential properties.
- Aiding in the placement of steel Girder's.
- Unloaded, carried and stored building materials and equipment.
- Screeding of floor's.
- Operated concrete mixers, Various power saws, and Drills.
- Painter & Decorator.
Education
GCSEs - English
St. Peters R.C School
Solihull, SOLGCSEs - Maths
St. Peters R.C School
Solihull, SOLGCSEs - Geography
St. Peters R.C School
Solihull, SOLGCSEs - Art & Design
St. Peters R.C School
Solihull, SOLGCSEs - Science
St. Peters R.C School
Solihull, SOLGCSEs - Religious Studies
St. Peters R.C School
Solihull, SOLSkills
- Customer service specialist
- Call centre experience
- Telephonic communication
- Email management
- Data entry proficiency
- GDPR knowledge
- Problem-solving
- Conflict resolution
- Issue resolution
- Proactive
- Self-Motivated
- Punctual
- Computer literate
- Empathetic approach
- Active listening
- Conflict management
- Courtesy etiquette
- Knowledgeable
- Problem solver
- Active listening
Affiliations
- Guitar playing
- Arts & Crafts
- Music
- Movies
- Games
Accomplishments
In the first month of employment with Sedgwick I was nominated for value in actions reward for outstanding customer service to a vulnerable customer.
References
References available upon request.
Timeline
NFU Home Emergency Customer Service Representative
Sedgwick International
2024.08 - Current
IRT Customer Service Representative
Sedgwick International
2024.02 - 2024.08
Postal Worker
Royal Mail Group
2018.08 - 2021.11
Claims Handler
Legal & General
2018.01 - 2018.07
Wooden Furniture Production Operative
Rigg Ltd
2017.03 - 2017.10
Warehouse Operative
Mereway Kitchens
2016.01 - 2017.03
Computer Service and Repair Technician
Bryan's Data Programming
2014.03 - 2015.10
Warehouse Operative
Niglon LTD
2010.10 - 2014.03
General Builder
K.K.A Projects
2009.01 - 2010.07
Warehouse Operative
Niglon LTD
2007.01 - 2008.12
General Builder
S.B Projects
2002.02 - 2006.12
GCSEs - Maths
St. Peters R.C School
GCSEs - Geography
St. Peters R.C School
GCSEs - Art & Design
St. Peters R.C School
GCSEs - Science
St. Peters R.C School
GCSEs - Religious Studies
St. Peters R.C School
GCSEs - English
St. Peters R.C School