Bethany Breckenridge
Dunfermline,Fife
Summary
Dedicated professional with expertise in customer service, regulatory compliance, and digital banking. Demonstrates strong skills in empathy, patience, and clear communication. Proficient in data analysis and compliance awareness, ensuring adherence to industry standards. Experience in leadership and team collaboration. Proficient in communication and problem-solving, cultivating positive work environment and fostering team success.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work history
Personal Banking Team Manager
Lloyds Banking Group
Dunfermline, Fife
10.2024 - Current
- Led a high-performing team in personal banking operations, driving service excellence and ensuring compliance with KYC protocols.
- Boosted morale by recognising and rewarding exceptional work.
- Implemented robust performance management frameworks, conducting evaluations and setting clear objectives for individuals.
- Fostered a positive work environment through effective communication and conflict resolution strategies.
- Acted as escalation point for complex customer queries, resolving issues diplomatically to maintain client relationships.
Personal Banking Telephony Advisor
Lloyds Banking Group
Dunfermline, Fife
06.2022 - 10.2024
- Logged customer complaints accurately, expediting corrective actions effectively.
- Managed complex customer issues to ensure successful resolution.
- Guided customers through troubleshooting processes with clarity and patience.
- Responded calmly to difficult situations, gaining trust of aggrieved customers.
- Enhanced brand loyalty by consistently providing excellent service.
- Handled high volumes of calls daily for faster issue resolution.
- Recorded and processed customer data with precision.
- Transferred calls to appropriate departments to address specific issues.
Domestic cleaner
Elite Cleaning Services
Dollar, Clackmannanshire
05.2021 - 06.2022
- Executed detailed cleaning tasks to ensure room inspections met established standards.
- Delivered assigned tasks promptly, minimising disruption to clients' routines.
- Maintained and cleaned reception area and guest rooms to create a welcoming environment.
- Upheld highest cleaning procedure standards, resulting in consistently positive client feedback.
- Communicated effectively with clients to address specific service needs.
- Implemented safety measures while operating cleaning equipment to prevent accidents.
- Ensured protection of client privacy while maintaining cleanliness in homes.
Cocktail bartender
Haberdashery
Dunfermline, Fife
04.2021 - 05.2021
- Learned mixology techniques from experienced bartenders, continuously improving skills and expertise.
- Maintained cleanliness of bar area, ensuring a welcoming atmosphere.
- Executed orders accurately, contributing to seamless operations during busy periods.
- Collaborated effectively with team members during rush hours for efficient service delivery.
Warehouse operator
Amazon
Dunfermline, Fife
07.2020 - 04.2021
- Optimised product retrieval by organising items in designated areas for ease of access.
- Ensured efficient processing of incoming shipments to consistently meet tight deadlines.
- Established an efficient storage system by strategically stacking pallets.
- Contributed to workplace safety by following all health and safety regulations.
Supervisor
Underground Nightclub Dundee
Dundee, Dundee City
10.2017 - 07.2020
- Managed bar operations efficiently to enhance overall patron experience.
- Provided constructive feedback to staff, improving performance levels.
- Collaborated with management on special events, generating fresh interest among patrons.
- Handled difficult customers tactfully, minimising disruption to other guests.
- Ensured adherence to licensing regulations, maintaining establishment reputation.
- Oversaw cash flow, ensuring correct transaction procedures were followed.
Education
Bachelor of Science - Psychology
Abertay University
Dundee, Dundee City 09.2017 - 08.2020
Higher National Diploma - Social Sciences
Fife College
Dunfermline 08.2016 - 07.2017
Scottish Qualifications Certificate -
Dunfermline High School
Dunfermline, Fife /2010 - /2016
Skills
- Empathy and patience
- Clear communication
- Customer Service
- Regulatory compliance
- Data analysis
- Compliance awareness
- Digital banking expertise
Accomplishments
- Excelled in the role of vice captain of Abertay university women's rugby team and now an active member of the Dunfermline ladies rugby team, improving my skills to work well as a team, communication and help build on experience for a leadership role.
- Winning silver and platinum awards from the Fife Festival of Music throughout primary and high school as part of the clarsach group.
References
References available upon request.
Timeline
Personal Banking Team Manager
Lloyds Banking Group
10.2024 - Current
Personal Banking Telephony Advisor
Lloyds Banking Group
06.2022 - 10.2024
Domestic cleaner
Elite Cleaning Services
05.2021 - 06.2022
Cocktail bartender
Haberdashery
04.2021 - 05.2021
Warehouse operator
Amazon
07.2020 - 04.2021
Supervisor
Underground Nightclub Dundee
10.2017 - 07.2020
Bachelor of Science - Psychology
Abertay University
09.2017 - 08.2020
Higher National Diploma - Social Sciences
Fife College
08.2016 - 07.2017
Scottish Qualifications Certificate -
Dunfermline High School
/2010 - /2016