Corrine Grenfell
Wishaw,North Lanarkshire
Summary
Dedicated Insurance Consultant with a proven track record in customer service, complaint handling, and issue resolution. Skilled in managing sensitive cases and ensuring equitable outcomes through professional communication. Recognised for exceptional performance, including an 'Expert in Action' award for handling complex claims. Aiming to further enhance customer relationship management and issue resolution within the insurance industry.
Overview
15
15
years of professional experience
Work History
Insurance Consultant
Policy Expert
01.2023 - Current
- Developed in-depth knowledge of customer service processes, complaint handling, and issue resolution within insurance sector.
- Primarily work within the customer service email department, responding to a high volume of customer queries and complaints.
- Investigate customer concerns thoroughly and work to deliver fair and appropriate outcomes.
- Draft clear, professional, and accurate written responses to customers, ensuring concerns are addressed fully.
- Communicate with customers across multiple channels, ensuring concerns are understood and resolved professionally.
- Handle sensitive conversations calmly and confidently, particularly where customers may be frustrated or distressed.
- Maintain accurate records of customer interactions and actions taken.
- Work closely with colleagues and other departments to gather information and resolve complex cases.
- Demonstrate strong understanding of the importance of compliance, accuracy, and meeting internal processes.
- Handled customer complaints, providing support and ensuring their concerns were acknowledged.
- Acknowledged as a vital member of customer service team for reliability, professionalism, and delivering strong customer outcomes.
- Successfully managed a highly sensitive complaint involving a declined claim where a customer's vehicle had been stolen by an abusive ex-partner. Took full ownership of the case, identifying information that had previously been missed and recognising the customer's reluctance to press charges was linked to domestic abuse concerns. Escalated the case to senior underwriters with a detailed written explanation of the circumstances and recommendation for review. Maintained regular contact with the customer throughout the investigation, ensuring she felt supported and informed. The claim decision was overturned and approved following the escalation. Received an "Expert in Action" award in recognition of putting the customer first, showing empathy, and delivering a fair outcome.
Insurance Consultant
Policy Expert
01.2023 - Current
- Acquired in-depth knowledge of customer service processes, complaint handling, and issue resolution in an insurance environment.
- Managed high volume of customer queries and complaints in the customer service email department.
- Investigate customer concerns thoroughly and work to deliver fair and appropriate outcomes.
- Draft clear, professional, and accurate written responses to customers, ensuring concerns are addressed fully.
- Communicate with customers across multiple channels, ensuring concerns are understood and resolved professionally.
- Handle sensitive conversations calmly and confidently, particularly where customers may be frustrated or distressed.
- Maintain accurate records of customer interactions and actions taken.
- Work closely with colleagues and other departments to gather information and resolve complex cases.
- Demonstrate strong understanding of the importance of compliance, accuracy, and meeting internal processes.
- Cultivated expertise in complaint resolution, ensuring customers felt heard and supported during the process.
- Recognised as a highly valued member of the customer service team due to reliability, professionalism, and strong customer outcomes.
- Successfully managed a highly sensitive complaint involving a declined claim where a customer's vehicle had been stolen by an abusive ex-partner. Took full ownership of the case, identifying information that had previously been missed and recognising the customer's reluctance to press charges was linked to domestic abuse concerns. Escalated the case to senior underwriters with a detailed written explanation of the circumstances and recommendation for review. Maintained regular contact with the customer throughout the investigation, ensuring she felt supported and informed. The claim decision was overturned and approved following the escalation. Received an "Expert in Action" award in recognition of putting the customer first, showing empathy, and delivering a fair outcome.
Click and Collect Section Leader
Asda Living
11.2021 - 01.2023
- Managed the day-to-day running of the click and collect department within a fast-paced retail environment.
- Supervised a smaller team, adapting leadership style to ensure service standards and productivity were maintained.
- Resolved customer queries and complaints quickly and effectively, ensuring a positive customer experience.
- Coordinated with other departments to manage issues, stock concerns, and service delivery challenges.
- Maintained accurate records and ensured orders were processed correctly and efficiently.
- Developed strong organisational and problem-solving skills through balancing customer needs with operational priorities.
Front End Section Leader
ASDA
07.2018 - 11.2021
- Managed daily operations of checkout area to ensure efficient service delivery.
- Coordinated scheduling and staffing for team of over 50 colleagues to optimise workforce allocation.
- Modelled exceptional customer service and upheld high standards.
- Supported colleagues in resolving customer complaints and facilitated escalations for effective issue resolution.
- Organised competing priorities in busy retail environment while ensuring operational efficiency.
- Developed strong communication and leadership skills through regular interactions with customers, colleagues, and managers.
- Maintained calm and professional demeanour when addressing challenging situations.
Checkout Runner
Asda
07.2011 - 07.2018
- Facilitated daily checkout operations by efficiently managing customer queries and transactions.
- Managed cash transactions accurately, ensuring daily till floats were balanced.
- Upheld service standards through strict adherence to operational procedures and punctuality.
- Interacted with a diverse range of customers, fostering strong interpersonal skills.
- Coordinated staff rotas to ensure adequate coverage and seamless workflow.
- Provided support to colleagues and customers, maintaining professionalism.
- Checked financial service materials weekly to ensure compliance with regulations.
Education
Bachelor of Arts - History and English Studies
University of Stirling
Stirling01-2013
Skills
- Customer relationship management
- Issue resolution
- Complaint handling
- Customer service
Timeline
Insurance Consultant
Policy Expert
01.2023 - Current
Insurance Consultant
Policy Expert
01.2023 - Current
Click and Collect Section Leader
Asda Living
11.2021 - 01.2023
Front End Section Leader
ASDA
07.2018 - 11.2021
Checkout Runner
Asda
07.2011 - 07.2018
Bachelor of Arts - History and English Studies
University of Stirling