Chelsea Cargill

I have had the opportunity to take part in our AM pilot alongside 3 other tenured L20 Cops. I have really enjoyed my time in this role so far and I have mastered a lot of skills and ways we approach our customers:

• Worked closely with product development teams for customising offerings according to client needs to get any issues resolved as quickly as possible.
• Managed business relationships to ensure loyalty and long-term commitment.
• Developed new strategies with a focus on customer retention such as faster escalation routes and working closely with the product/engineering team to solidify understanding.
• Taking part in daily team meetings and stand ups for efficient communication and project updates. I have been nominated to be a note taker for these too, ensuring key points are summarised and addressed.
• Established strong rapport with clients through regular communication.
• Delivered high level of service to clients to maintain and extend relationships for future business opportunities.

I received this promotion after 9 months in my customer operations role.

This is working as a supportive measure for our operations team, jumping in meetings/answering queries.

• Dealing with company insolvencies/liquidations at a deeper level.
• Undergoing project work on ways that the domain can work better with.
• Dealing with escalated tasks such as manager callbacks/ chats / emails and providing detailed feedback and knowledge.
• Facilitated productive team meetings, fostering a collaborative work environment.
• Maintained up-to-date industry knowledge through continuous professional development.
• Led training sessions for staff skill improvement.
• Increased client satisfaction by providing specialised support and advice.
• Gathered information, created charts and produced reports for staff.

• Customer Support:Help business clients with queries about their accounts, transactions, or banking products.
  Provide solutions for issues like payment problems, account access, or service requests.
  
• Account Management:Assist with opening, closing, or modifying business accounts.
  Ensure all customer information is accurate and up to date.
  
• Transaction Processing:Handle payment requests, wire transfers, or other financial operations.
  Monitor transactions to ensure they comply with banking policies and regulations.
  
• Problem-Solving:Investigate and resolve customer complaints or discrepancies in a timely manner.
  Work with internal teams to solve more complex operational issues.
  
• Compliance and Security:Ensure customer accounts meet compliance standards, such as Anti-Money Laundering (AML) and Know Your Customer (KYC) guidelines.
  Identify and report any suspicious activity to appropriate teams.
  
• Communication:Maintain clear and professional communication with business customers, ensuring they understand solutions or processes involved.
  Coordinate with other departments to address customer needs effectively.

Achieving my performance metrics on daily basis. Deal with over 50 customer orientated tasks per day such as emails, Companies House notifications and callbacks.

- I work in an office full of experienced co-workers, who have provided me with full extensive training so that I am fully competent with the daily tasks given.

- I ensure compliance with legal requirements are satisfied, alongside maintaining performance levels.

- I efficiently update the relevant sensitive policing systems (PNC, Connect, Morse) in relation to criminal justice procedure cases, that can range from high- and low-level offences – such as assault, domestic violence, criminal damage.

- Provide advice to police staff in other departments, regularly updating them on the progression of case file notes and information.

- Maintain and keep on track with the electronic file systems, archiving and retaining documents when necessary.

- Responsible for looking over security footage and interview footage and using it as evidence.

- Action court files post hearing, reason for adjournment or disposal.

- Deal with general enquiries from police officers, members of the public, HM Court Service.

- Innovative and problem-solving attitude demonstrated at all times.

- Photocopying and processing manual or electronic documentation such as prosecution files and criminal records.

• Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
• Requested official identification for alcohol purchases, verifying details to consistently meet strict legal standards.
• Processed sales, exchange and refund transactions efficiently to reduce customer waiting times.
• Consistently met sales goals, highlighting target merchandise to customers with strategic promotional approaches.
• Handled diverse customer queries, providing accurate store, product and service information.
• Maintained, organised and cleaned customer areas, efficiently completing daily recovery checklists.
• Actively contributed to inclusive, positive work environments, improving current processes to boost team morale.