Ava Richards
Stoke-on-Trent,Staffordshire
Summary
Results-driven professional with expertise in communication and organisational capabilities, thriving in collaborative settings. Demonstrated ability to pinpoint solutions and leverage knowledge for effective results. Proficient in multitasking and focused on improving customer satisfaction.
Overview
6
6
years of professional experience
Work history
Claims administrator
Likewize
Crewe, Cheshire East
03.2025 - Current
- Handled high volumes of phone calls and outbound calls as needed.
- Sent claim-related emails to customers and followed up on next steps.
- Resolved disputes with policyholders to maintain customer satisfaction levels.
- Maintained regulatory compliance while processing sensitive customer information.
- Coordinated complex claim investigations with internal teams, assessment teams, couriers, and complaints.
- Provided positive customer experiences through attentive service and follow-through.
- Delivered accurate product information to build client trust.
- Maintained professional composure during challenging calls and stayed calm under pressure.
- Resolved complaints quickly to improve customer satisfaction outcomes.
- Provided technical support for customer issues using structured problem-solving.
- Managed and escalated complaints effectively to achieve positive outcomes.
- Gave accurate, consistent advice to support retention and reduce churn.
- Updated service knowledge to offer clear, current customer guidance.
- Used targeted questioning to identify customer needs and appropriate support.
- Built rapport through friendly, professional communication during each interaction.
- Booked repair appointments by coordinating with repair services for customers.
- Managed multiple systems at once while completing claim tasks.
- Performed audiotyping to support claim documentation and analysis.
- Guided customers through assessment processes and document completion for claims.
- Directed customers to sources for external documents to progress claims.
Cashier assistant
Wickes
Crewe, Cheshire East
08.2020 - 03.2025
- Delivered friendly customer service with a welcoming, approachable demeanour at all times.
- Maintained store cleanliness standards to keep shopping areas pleasant.
- Handled high-volume customer questions with patience and professional conduct.
- Processed returns and exchanges in line with store policy to satisfy customers.
- Provided product recommendations aligned to customer needs and preferences.
- Processed card, debit, cash, and other payments efficiently at the till.
- Completed sales, exchanges, and refunds quickly to reduce customer waiting times.
- Assisted customers transporting goods to vehicles to improve service.
- Trained and mentored new cashiers and clerks in correct processes.
- Checked customer ID when selling age-restricted items per store policy.
- Completed health and safety training covering heavy-lifting and fire awareness.
- Completed weekly fire alarm tests to keep store safety compliant.
- Booked customer appointments with designers to begin kitchen or bathroom journeys.
- Processed in-store deliveries and completed click and collect within promised timescales.
Education
GCSEs - GCSE
Alsager High School
Alsager, Cheshire East 09/2015 - 05/2019
A-Levels - A-Levels
Alsager Sixth Form
Alsager, Cheshire East 09/2020 - 06/2022
Certificate of Higher Education - Secondary Education with English QTS
Edge Hill University
Ormskirk 10/2022 - 01/2025
Timeline
Claims administrator
Likewize
03.2025 - Current
Cashier assistant
Wickes
08.2020 - 03.2025
GCSEs - GCSE
Alsager High School
09/2015 - 05/2019
A-Levels - A-Levels
Alsager Sixth Form
09/2020 - 06/2022
Certificate of Higher Education - Secondary Education with English QTS
Edge Hill University
10/2022 - 01/2025