Bryony Williams

• In my role as a Patient Advisor at Independence Direct since June 2021, I have developed strong skills in managing customer interactions, processing orders, and maintaining accurate records
• Throughout my time here, I have seen the business thrive and have gained valuable knowledge
• My primary responsibilities include addressing customer requests through various communication channels, processing NHS prescriptions, and fostering lasting relationships with customers
• My proactive approach has enabled me to identify and meet customer needs, achieving high satisfaction while adhering to company policies and confidentiality guidelines
• Key responsibilities in my current role include:
• Prioritizing and responding to customer requests via telephone, email, and text messages
• Processing and endorsing customer orders through NHS prescriptions
• Maintaining accurate records of customer interactions and order processing using company software
• Building trust with customers through open and interactive communication
• Coordinating with off-site personnel to arrange customer collections, deliveries, and correspondence

I temporarily managed the Patient Advisor department during the transition period of my manager to a new role, leveraging my extensive experience and in-depth knowledge of departmental operations.

• Entrusted with key responsibilities, including overseeing daily operations, ensuring smooth workflow, and providing guidance to team members.
• Responsible for securing the premises by closing the business at the end of the day and performing lock-up procedures.
• Maintained high service standards by efficiently handling patient inquiries and supporting business continuity during the leadership transition.
• Demonstrated strong leadership, problem-solving, and organizational skills while adapting to increased responsibilities.

• I temporarily transitioned to a Business Retention Advisor role from May 2023 to August 2023 during this time I provided critical support to the sales team during a period of increased workload, ensuring continuity of business operations.
• Built and maintained relationships with nurses at renal units across the UK, promoting products for dialysis patients and facilitating their adoption.
• Coordinated the delivery of sample packs and conducted follow-ups to ensure successful distribution and patient acquisition.
• Developed key skills in business retention and client relationship management by effectively engaging with healthcare professionals.
• Temporarily filled the gap in the sales team by managing remote communications until new representatives were onboarded for face-to-face interactions.

• In my previous role as a Customer Service Advisor at Quote Detective, I completed extensive training, gaining in-depth knowledge of insurers' requirements, administrative fees, insurance premium taxes, and overall service processes.
• Collaborated closely with Premium Credit, the primary finance provider for customers, ensuring smooth financial transactions and support.
• Developed transferable skills applicable to the role I am applying for, including strong communication and problem-solving abilities.
• Engaged with customers daily via phone, demonstrating excellent communication skills and a commitment to delivering high-quality service.
• Built a strong customer service ethic through previous retail experience and my role at Quote Detective, effectively handling challenging situations and maintaining professionalism under pressure.

• Processed sales, exchange and refund transactions efficiently to reduce customer waiting times.
• Multi-tasked efficiently during peak hours to minimise waiting time for customers.
• Operated cash registers with proficiency during high-volume shopping times, reducing customer queues.
• Displayed and restocked merchandise by following brand guidelines.
• Reduced customer wait times through optimised checkout processes.
• Collaborated effectively as part of a team to improve overall store performance.
• Maintained excellent client satisfaction by providing professional, courteous customer service.
• Assisted customers in bagging items, contributing towards positive shopping experiences.
• Handled cash, credit cards, and vouchers for seamless transactions.
• Checked customer ID when selling age-restricted items, following store policy.
• Ensured customer satisfaction by providing quick and friendly service.
• Checked notes carefully to spot counterfeit currency.