Ben Carlin
Stirling
Summary
Reliable Customer Service Representative with years of experience in demanding and fast paced customer-facing sales and administrative environments. Strong communicator and problem solver, working effectively and productively with diverse customers and individual needs. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices with a focus on growing and expanding knowledge while passing on best practices to colleagues.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Customer Service Representative
Diligenta
Stirling
10.2022 - Current
- Handle incoming calls for a range of pension and bond products on the BaNCS platform with a focus on Additional Voluntary Contribution(AVC) pensions- Employ active listening and product expertise to successfully identify caller queries and assisted with answering them in a prompt fashion
- Implemented customer follow up and taking ownership of cases to uphold service standards and accommodated customer needs in order to keep them informed while their query was dealt with
- Assisted customers with complaints and helped expand on complaint points, logging issues for investigation and providing prompt assistance where possible while managing customer expectations
- Assisted and then took over the running of an AVC warmsite for 4 weeks as the Subject Matter Expert- introduced and acclimatised new call handlers into the fast paced office environment in a supportive manner while shoring up any gaps in technical knowledge. Dealt with escalation calls with a calming and reassuring attitude and coached on how to approach these calls going forward
Team member
Pizza Hut
Stirling
02.2020 - 09.2022
- Initially started as a back of house agent but was quickly cross-trained to pick up front of house and reception duties and worked flexibly between these stations in a fast paced environment especially during peak hours.
- Prepared pizza and other dishes through each step of the cooking process until it left the store- dealing with the stretching, making and cutting of pizzas for around 100 orders daily as well as packaging and handing out orders to the correct customers and organisation of delivery orders quickly to meet delivery targets.
- Upsold extras to help increase daily revenue intakes and adapted to different customers wants and needs- tailored recommendations around preference and catered to dietary requirements as well.
- Demonstrated proper food handling and safety standards
Education
Bachelor of Arts - Philosophy with Psychology
University of Stirling
Stirling 09.2017 - 05.2022
Skills
- Customer service expert
- Microsoft Office Suite
- Advanced AVC pension product knowledge
- Complaint handling
- Problem-solving
- Information processing and logging
References
References available upon request.
Accomplishments
Undertook claim and paperless training for AVCs within 6 months of being on the phones
Was trained in RPTB triage line to help with high call volumes
Achieved my Bronze Saltire Award for volunteering
Certification
Licensed on company AVC products
Languages
French
Elementary
Affiliations
- Keen interest in fantasy and sci-fi literature.
- Enjoy watching football and previously held my referee license to referee grassroots football matches
Timeline
Customer Service Representative
Diligenta
10.2022 - Current
Team member
Pizza Hut
02.2020 - 09.2022
Bachelor of Arts - Philosophy with Psychology
University of Stirling
09.2017 - 05.2022
Licensed on company AVC products
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