Ben Thrussell
Potters Bar,HRT
Summary
Detail-oriented professional with expertise in service level agreement management, technical product knowledge, and project leadership. Demonstrates strong multitasking abilities, decision-making aptitude, and effective time management to ensure operational excellence. Committed to learning new skills to drive organisational success and deliver high-quality results in dynamic environments.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
Work History
Senior Customer Service Representative
Canada Life Ltd
Potters Bar, Hertfordshire
06.2023 - Current
- Maintained additional project responsibilities to a high standard without detriment to quality of customer service.
- Trained new staff members, ensuring consistent quality of customer service delivery.
- Collaborated closely with other departments for coordinated problem-solving efforts.
- Increased efficiency with meticulous attention to detail in managing customer records.
- Improved complaint resolution times by implementing effective strategies.
Project Workstream Lead
Canada Life Ltd
Potters Bar, Hertfordshire
09.2024 - 03.2025
- Led Operational Readiness workstream for migration project of 37,000 policies, demonstrating efficiency as main contact point.
- Engaged collaboratively with other departments and workstreams within the project, as well as external companies.
- Successfully delivered on tasks within tight deadlines.
Customer Service Representative
Canada Life Ltd
Potters Bar, Hertfordshire
07.2021 - 05.2023
- Assisted customers with varying questions using product knowledge and service expertise.
- Managed high-priority customer queries simultaneously through effective multitasking.
Bar staff member
McMullen's
Potters Bar, Hertfordshire
12.2018 - 06.2021
Education
Bachelor of Arts - Politics & International Relations
Queen Mary University of London
London 09.2017 - 08.2020
Skills
- Service level agreement knowledge
- Multitasking
- Decision-Making aptitude
- Salesforce knowledge
- Technical product knowledge
- Time management
- Cash handling
Timeline
Project Workstream Lead
Canada Life Ltd
09.2024 - 03.2025
Senior Customer Service Representative
Canada Life Ltd
06.2023 - Current
Customer Service Representative
Canada Life Ltd
07.2021 - 05.2023
Bar staff member
McMullen's
12.2018 - 06.2021
Bachelor of Arts - Politics & International Relations
Queen Mary University of London
09.2017 - 08.2020
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