Summary
Overview
Work history
Skills
Accomplishments
Timeline
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Clare Fyffe

Lewes,East Sussex

Summary

Dynamic professional with a strong foundation in relationship management and collaboration, adept at driving innovation and change management. Skilled in project and process management, delivering results-driven strategies, and making decisions under pressure. Expertise in customer service analysis, complaint resolution, and coaching ensures exceptional service delivery. Committed to mental health advocacy and strategic thinking, with a focus on achieving service level agreements.

Overview

29
29
years of professional experience

Work history

Customer care professional

Manpower
Brighton, East Sussex
05.2025 - Current
  • Resolved customer inquiries and issues promptly, ensuring high satisfaction levels.
  • Delivered exceptional service by assessing applications for new card accounts.
  • Processed anti-money laundering verifications for all card applications to ensure compliance.
  • Consistently exceeded quality goals and productivity targets across all responsibilities.
  • Established strong customer relationships through tailored solutions and personalised service.
  • Maintained accurate records using computerised data entry systems to enhance reliability.
  • Collaborated with team members to streamline processes and improve operational efficiency.
  • Uphold Data Protection and Privacy Act, ensuring secure management of customer information.
  • Balanced multiple tasks simultaneously without compromising on quality of service delivery.

Team Leader/Operations Manager

American Express
Brighton, East Sussex
09.1996 - 07.2024
  • Led daily operational tasks, ensuring workflow efficiency and compliance with company policies.
  • Directed team of 15 implementation professionals for UK and Nordic markets onboarding.
  • Optimised team performance through effective scheduling and resource allocation.
  • Collaborated with corporate clients to establish accounts and support end-to-end processes.
  • Managed escalations and callbacks from managers to resolve issues promptly.
  • Engaged with internal partners, including Risk and Anti-Money Laundering teams, to align strategies.
  • Facilitated training and development initiatives, enhancing team skills and knowledge.
  • Achieved NPS survey results exceeding targets through improved service delivery.

Skills

  • Relationship management
  • Collaboration and communication
  • Innovation and change management
  • Project and process management
  • Results-driven strategies
  • Constructive feedback delivery
  • Flexible scheduling
  • Strategic thinking and problem solving
  • Complaint resolution
  • Coaching and feedback delivery
  • Service level agreements understanding
  • Decision-Making in stressful situations

Accomplishments

Customer Service Award 2014

Diamond Award 2016

Partnership Award 2018/19/23



Timeline

Customer care professional

Manpower
05.2025 - Current

Team Leader/Operations Manager

American Express
09.1996 - 07.2024

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Clare Fyffe