Benny Jose
Manchester,UK
Summary
Polite and professional person with strong communication and multitasking skills. Experienced in resolving customer complaints within company guidelines and using own initiative. Implements customer follow-up to uphold service standards and guarantee customer satisfaction.
Focused individual motivated to deliver top-level performance in customer-centred environment. Solves problems with tactful communication and attention to detail. Exceptional research and organisational skills.
Compassionate professional with deep understanding of community engagement and conflict resolution, demonstrating strong organisational and communication skills. Proven ability to manage tenant relationships and implement housing policies effectively. Committed to creating positive living environments and improving tenant satisfaction.
Overview
10
10
years of professional experience
Work History
Complaints Case Officer
ForHousing
Eccles, Salford
12.2023 - Current
- Conducted thorough investigations, contributing to fair outcomes.
- Utilised CRM systems for efficient tracking and managing of customer complaints.
- Provided constructive feedback based on personal experiences on the job which contributed towards policy changes aimed at reducing recurrence of similar issues.
- Assured satisfaction by providing professional and empathetic responses to customers' concerns.
- Improved customer relations by promptly addressing and resolving complaints.
- Investigated all aspects of complaints received thoroughly, leading to fair resolutions that were satisfactory for both parties involved.
- Liaised with different departments for effective resolution of customer issues.
- Assisted colleagues in caseload management for increased team productivity.
- Assisted colleagues in raising compensation for tenants.
Talktalk Complaints Handler
Tech Mahindra
Manchester, UK
01.2021 - 11.2023
- Schedule callbacks to thoroughly investigate client's issue or escalate matter to CEO for resolution
- Issue deadlock letters to clients for not accepting given solution
- Assist customers with issues related to monthly bills by solving concerns promptly
- Provide support to customers in placing new orders to ensure smooth and seamless process
- Engage in administrative work, including administering up-to-date spreadsheets and directing customer activations and contract cancellations
- Achieved mutually satisfactory resolution by resolving customer complaints at first point of contact
- Resolved complaints and satisfies customers leading to heightened customer loyalty and retention for ultimately contributing to company's long-term success
- Answered emotionally taxing complaints by showcasing personal resilience and dedication to exceptional customer service while exhibits composure and professionalism
- Demonstrated adeptness in conflict resolution, de-escalated tense situations, and transformed negative experiences into positive ones by highlighting expertise in effective customer service
Amazon Delivery Driver
Lewtas Logistics Group
Manchester, UK
04.2019 - 01.2021
- Offered positive delivery experience by driving and delivering parcels to customers efficiently
- Exhibited exceptional customer service skills, whilst interacting with customers during deliveries
- Operated delivery vehicle safely by following traffic regulations and company policies
- Kept accurate records of deliveries during drop-offs
HSBC Customer Service
Convergys (HSBC)
Salford, UK
01.2017 - 03.2019
- Oversaw confidential customer information and accounts to guarantee utmost privacy and security
- Responded to general banking inquiries related to credit cards, loans, and mortgages to deliver knowledge and assistance to customers
- Managed a high volume of inbound calls for quick resolution of customer issues.
- Collaborated with the sales team to maximise product visibility and sales.
Cleaning Supervisor
Innovate
Manchester, UK
01.2015 - 01.2017
- Oversaw cleaners' performance and ensured execution of tasks reaches satisfactory standard to maintain quality and efficiency
- Managed stock delivery and meticulously checked inventory to keep supplies readily available for cleaning team
- Interacted with clients, fixed issues, and responded to incoming calls efficiently and professionally
Education
BTEC Diploma - Sport Science
Manchester College
Skills
- Customer Dispute Resolution
- Complaints Tracking
- Conflict Resolution
- Root Cause Analysis
- CRM Excellence
- Customer Satisfaction Measurement
- Continuous Process Improvement
- Cross-functional Collaboration
- Emotional intelligence
- Complaint investigation mastery
- Report writing
- Decision making
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Languages
English
Fluent
Portuguese
Intermediate
References
References available upon request.
Timeline
Complaints Case Officer
ForHousing
12.2023 - Current
Talktalk Complaints Handler
Tech Mahindra
01.2021 - 11.2023
Amazon Delivery Driver
Lewtas Logistics Group
04.2019 - 01.2021
HSBC Customer Service
Convergys (HSBC)
01.2017 - 03.2019
Cleaning Supervisor
Innovate
01.2015 - 01.2017
BTEC Diploma - Sport Science
Manchester College
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