Caprice Riley-Brown
Smethwick,West Midlands
Summary
Knowledgeable and dedicated customer service professional with nearly 10 years of extensive experience in sales, merchandising and customer service industry. Solid team player with outgoing, positive demeanour and proven skills in establishing rapport with clients and colleagues. Motivated to maintain customer satisfaction and contribute to company success with a keen tendency to obtain growth within a company. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses with willingness to take on added responsibilities to meet team goals. Committed Specialist with experience advising and developing teams for improved output. Forges productive working relationships to aid business growth. Upholds safety and compliance through tactical policy planning and implementation.
Overview
8
8
years of professional experience
Work history
Marcus Tier 1 Inbound Specialist
Marcus by Goldman Sachs
Birmingham
03.2025 - 11.2025
- Ensured accurate processing of account withdrawals while adhering to FCA and internal security procedures.
- Developed in-depth knowledge of product features, offering tailored recommendations for informed customer decisions.
- Assisted customers with savings, account updates, withdrawals, and general banking enquiries.
- Provided dedicated support for Vulnerability Line and Tech Team, addressing digital banking issues for vulnerable customers.
- Logged and resolved queries and complaints promptly, enhancing overall customer satisfaction.
- Facilitated team collaboration by contributing innovative ideas to improve banking processes.
Claims Handler
Allianz Insurance
Birmingham
11.2022 - 05.2023
- Passed GDPR L1, Customer Service L1, & Motor L1 exams.
- Processed inbound FNOL and outbound calls promptly to meet call-handling timeframe targets.
- Recorded detailed, accurate claim particulars for reliable case notes.
- Inspected damaged vehicles, determining extent of loss and liabilities for insurance claims.
- Consistently met and exceeded financial business goals by reducing claim life-cycles to enable prompt invoicing.
- Consistently improved quality of service by maintaining up-to-date knowledge on technical, legal and market developments through e-learning, internal training and market-related material.
- Liaised with legal teams for effective claim settlement.
Bartender In-Store Trainer
BOX
Birmingham
05.2023 - 03.2025
- Increased sales by recommending drinks to customers.
- Delivered coaching that enhanced service speed and accuracy during peak periods.
- Monitored staff performance, providing feedback to foster skill development.
- Secured cash transactions, minimising risk of theft or fraud.
- Researched and implemented innovative cocktail recipes based on current trends.
- Competed in bartending competitions, collaborating with brands like Monkey Shoulder and Guinness.
- Resolved customer complaints swiftly, preserving business reputation.
- Optimised stock levels and reduced wastage through effective staff training.
Customer Experience Representative
TUI Airways
Birmingham, West midlands
07.2022 - 11.2022
- Ensured passengers met requirements and possessed correct documentation for destinations.
- Acted as primary contact for customers, resolving reservation issues promptly.
- Managed disruptions and cancellations to minimise impact on operations.
- Assumed shift leader role, preparing team for daily tasks and coordinating with departments.
- Assisted with departures at boarding gate to facilitate smooth transitions.
- Streamlined check-in procedures by providing effective support at self-service kiosks.
- Identified premium upgrade opportunities to enhance revenue potential.
Welfare Officer
University of Wolverhampton
Wolverhampton
09.2021 - 08.2022
- Communicating wellbeing policies to students' staff and other elected committee members
- Dealing with vulnerable students and providing support where possible
- Case handling and staying up to date with frequent visiting members
- Organising events and attending meetings with committee members
- Led group activity programmes to support independence and encourage community inclusion.
- Built strong patient relationships through compassionate care and friendly rapport building.
Team Member
Greggs Bakery
Bearwood Smethwick, West Midlands
05.2021 - 10.2021
- Delivered exceptional customer service by serving customers rapidly and efficiently.
- Upsold products while promoting latest offers and deals.
- Produced over 100 sandwiches in limited time frames, adhering to health protocols.
- Applied brand guidelines to ensure consistent product displays.
- Maintained daily production logs, recording date, quantity, and leftover ingredients.
Waitress & Bartender
Amadeus Food
Birmingham, West Midlands
01.2018 - 04.2019
- Led teams of up to 10 waiting staff, successfully catering for large-scale events including balls and private functions.
- Established positive rapport with guests through attentive and professional service.
- Created inviting environments that encouraged longer visits and increased profitability.
- Ensured accurate order deliveries by checking in with customers during meals.
- Presented tables according to company standards, maintaining high quality for over 500 guests.
- Provided courteous service while maximising customer satisfaction ratings.
Education
BPS - Psychology with Criminal Law
University of Wolverhampton
Wolverhampton 09.2023 -
Diploma of Higher Education - Health and Social care Level 3
Sandwell College
West Bromwich, Sandwell06.2018
GCSEs - GSCE
Kings C.E School
Wolverhampton06.2016
Skills
- Exceptional customer service
- Organisational leadership skills
- Word & Excel proficiency
- Employee training
- Claims settlement procedures
- Data analysis proficiency
- Banking software proficiency
Hobbies and Interests
- Travelling to tourist destinations
- Discussing politics
- Fashion blogs
- True Crime
- Wine tasting
- Reading
- Swimming
Timeline
Marcus Tier 1 Inbound Specialist
Marcus by Goldman Sachs
03.2025 - 11.2025
BPS - Psychology with Criminal Law
University of Wolverhampton
09.2023 -
Bartender In-Store Trainer
BOX
05.2023 - 03.2025
Claims Handler
Allianz Insurance
11.2022 - 05.2023
Customer Experience Representative
TUI Airways
07.2022 - 11.2022
Welfare Officer
University of Wolverhampton
09.2021 - 08.2022
Team Member
Greggs Bakery
05.2021 - 10.2021
Waitress & Bartender
Amadeus Food
01.2018 - 04.2019
Diploma of Higher Education - Health and Social care Level 3
Sandwell College
GCSEs - GSCE
Kings C.E School