Christine Roberts
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service with empathy and patience.
Well-versed in strong communication (verbal and written) and multitasking skills
Hard-working with strong organisational skills, achieving goals through planning and prioritisation
Proficient in MS Office as well as Salesforce. Willing to learn new CRM systems
I have worked from home for the last five years, but am also willing to work hybrid or on site.
Ability to work independently as well as in a team
Overview
32
32
years of professional experience
Work history
Banking Associate (working from home)
Virgin Money UK
Dorchester, Dorset
01.2025 - 12.2025
- Strengthened client trust through prompt and transparent communication practices.
- Resolved customer queries promptly to ensure satisfaction.
- Collaborated with Fraud Team to achieve satisfying outcomes for victims of Scams, Frauds and Account Takeovers.
- Trained in Credit Card handling to deal with banking and finance queries relating to personal accounts.
- Assessed Vulnerable Clients' needs through gentle communication to add their situation on to their files.
- Solved customer issues and disputes using accurate banking information and policies, maintaining loyalty and satisfaction.
- Helped customers complete credit card and general bill payments in-person or via online banking system.
- Observed correct procedures regarding financial and customer information to prevent breaches and data misuse.
- Educated customers about remote banking tools to improve customer service and reduce burden on in-person team.
Customer Service Agent
AXA Assistance UK
Redhill, Surrey
03.2022 - 10.2024
- Ensured smooth travel experiences by swiftly addressing any issues or disruptions.
- Provided comprehensive support to travellers with special needs or
requests. - Enhanced customer satisfaction by delivering prompt responses to
enquiries and complaints. - Assisted in emergency situations during holidays, providing rapid
response support. - Conducted calls professionally and politely to maintain excellent service standards.
- Tracked flight prices to secure best-possible prices for customer trips
- Created and communicated clear, detailed itineraries ahead of travel.
Insurance agent
Capita
Bournemouth, England
08.2021 - 02.2022
- Established trust with clients by providing clear and accurate policy information.
- Boosted client satisfaction through timely response to enquiries.
- Assisted clients in claim processes, easing their financial burdens.
- Maintained confidentiality of client information, adhering to data protection regulations.
- Collaborated with insurance brokers or agents in creating packages suited to client needs.
Customer service consultant
Pennon Water Services
Bournemouth, England
08.2019 - 07.2021
- Enhanced customer satisfaction by addressing and resolving complaints promptly.
- Managed high volume of calls and emails daily for optimal service delivery.
- Served as primary point of contact for clients, ensuring their concerns were addressed efficiently.
- Worked as part of a team to improve overall customer experience.
- Maintained highest standards of professionalism whilst managing customer interactions.
- Resolved complex issues using problem-solving skills, resulting in improved customer satisfaction rating.
- Updated records accurately after every interaction, ensuring seamless future communications with customers.
- Assisted customers with product complaints, logging issues for investigation and providing replacement items.
- Employed active listening and product expertise to successfully resolve inbound queries.
Lived in Germany
Various Employers
03.1994 - 03.2019
Skills
- Strong customer service orientation
- Written and verbal communication skills
- Customer contact experience using telephone, email and live chat
- Resilience and empathy even when working under pressure
- Ability to prioritise workloads and stay organised
- Comfortable working with various computer systems
Languages
German
Beginner
Timeline
Banking Associate (working from home)
Virgin Money UK
01.2025 - 12.2025
Customer Service Agent
AXA Assistance UK
03.2022 - 10.2024
Insurance agent
Capita
08.2021 - 02.2022
Customer service consultant
Pennon Water Services
08.2019 - 07.2021
Lived in Germany
Various Employers
03.1994 - 03.2019