Debbie Hancock

• Completing project work involving research and analysis through to overseeing the release of new payment methods.

• Maximising conversion and retention through effective and innovative customer communication.

• Providing support to solve any issues and completing post delivery analysis upon release of a new method.

• Implementing and completing competitor analysis where required.

• Creating accurate, detailed, concise reports and project proposals in written or presentation format.

• Managing the completion of department tasks and coordinator schedules.

• Driving personal development through the completion of set objectives.

• Building relationships, communicating and working effectively within the team and with other internal departments.

• Investigates, gathers and research payments data to identify potential improvements in process policy and systems.
• Effectively and professionally communicating with the management team.
• Managing payment related releases from live and implementing new procedures and analysing the impact to the operation.
• Completed priority tasks by the set deadline.
• Preparing in advance for department change.

• Provided continued coaching and development for my team and department.
• Set objectives, PDP's and held monthly coaching meetings to develop my teams skills.
• Trusted to train new Team Leaders.
• Monitored advisor productivity.
• Led performance reviews and tailored employee feedback to facilitate professional development.
• Provided leadership and direction for advisors, supervising tasks and managing resource to drive productivity and efficiency.

• Taking ownership of critical business issues and follow the recognised escalation processes, including communication and escalation to external Merchants and Operational Management.
• Communicating and escalating issues to senior management in a clear and logical manner.
• Lead a team ensuring ongoing coaching and development is completed by setting short, medium and long term objectives and having PDP's in place.
• Ensure that all advisors are banded to the correct level.
• Motivated team through providing hands-on practical support to all members of staff on duty.
• Dealt with escalated customer complaints and rectified payments and service issues.
• Managed daily planning of tasks, clearly communicating targets to staff for smooth, efficient task delivery.
• Identified and addressed process inefficiencies to drive higher output.

• Identifying and investigating payment issues to find the best resolution
• Monitoring for successful deposits
• Completing and updating a number of spreadsheets
• Taking customers through the MasterCard SecureCode process for MasterCard debit and Maestro cards
• Deposit and withdrawal traces
• Processing withdrawals
• Bet365

• Encouraging customers with dormant accounts to reactivate them and to increase the take up rate of Bet365's services, products and promotions through the use of outbound calls and email campaigns
• Proactively engaging with new customers to encourage them to deposit funds through the promotion of opening bonus's and the features and benefits of using Bet365
• Contacting customers to offer payment solutions and support.
• Collating, documenting and presenting customer feedback in order to improve and enhance the Bet365 customer experience.

• Logging and assessing mobile phone Insurance claims for Vodafone customers
• Achieving key performance indicators in relation to quality and productivity by management of customer contact and satisfactory fulfillment of queries and complaints
• Answering all calls in a professional and timely manner
• Follow all departmental processes and procedures relating to the handling of queries and complaints
• Capture relevant data and input the information onto the computer system to maintain accurate records of customer contact with the business
• Complete all administration relating to the call in line with required standards and timescales
• Ensure proficient use of relevant systems and technology when implementing company processes and procedures
• Actively develop self in relation to all new procedures and processes

• Consistently achieved 100% of monthly target bonus ten months out of the last 12, based upon telephone package upgrades and insurance sold
• Awarded numerous individual rewards for becoming the month's top performing team member relating to average customer spend levels
• Seconded, due to excellent Customer Care skills, to train and coach new Customer Service starters in the overflow Call Centre based in Ireland
• Trusted to take ownership of, and resolve queries first time every time for the highest spending call centre customers, whose bills are valued up to £50,000 annually
• Providing excellent customer service, typically receiving 90%+ customer satisfaction feedback
• Selected to deputise for manager taking on all team responsibilities during her absence motivation team members through strong relationships
• Utilising a variety of IT systems to analyse product specifications, record customer data and provide best possible solution to customer need

• Providing support to business customers with the day to day running of business mobile phone accounts
• Resolving complex complaints - including written correspondence
• Using in house systems and assisting with technical information
• Consistently achieved targets for call resolution times

• Dedicated to booking the right holidays for clients through extensive knowledge of travel
• Providing foreign currency to clients & running foreign exchange bureau
• Consistently achieved targets on passenger sales and insurance sales
• Participating in ongoing training to provide excellent customer service
• Completing daily administration including invoices, amendments and tickets

• Serving customers
• Opening/closing store
• Selected to deputise store in managers absence, taking on ordering stock, daily banking, staff rotas

• Trusted to be the licensee of local coop store at the age of 18
• Selected to deputise for manager taking on all ordering of stock, managing rotas, opening/closing store and daily banking
• Serving customers