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
2023.06 - 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
2024.09 - 2025.03
- 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
2021.07 - 2023.05
- 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
2018.12 - 2021.06
Education
Bachelor of Arts - Politics & International Relations
Queen Mary University of London
London 2017.09 - 2020.08
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
2024.09 - 2025.03
Senior Customer Service Representative
Canada Life Ltd
2023.06 - Current
Customer Service Representative
Canada Life Ltd
2021.07 - 2023.05
Bar staff member
McMullen's
2018.12 - 2021.06
Bachelor of Arts - Politics & International Relations
Queen Mary University of London
2017.09 - 2020.08