Deborah Manzanza
Norton,County Durham
Summary
People-focused professional with experience in fraud and collections roles within the banking sector, where I developed strong communication, investigation, and problem-solving skills. Experienced in handling confidential information and managing sensitive situations with professionalism and empathy. Passionate about building a career in Human Resources and motivated to contribute to a positive workplace while continuing to develop my HR knowledge and experience.
Overview
6
6
years of professional experience
Work history
Customer Service Representative
Somerset Bridge Limited
Newcastle upon Tyne
08.2025 - Current
- Managed high volumes of customer enquiries 30+ per day, providing clear guidance on insurance policies and claim processes while maintaining a high standard of customer service.
- Resolved customer issues efficiently, escalating complex cases where necessary to ensure timely and appropriate outcomes.
- Maintained accurate records across customer accounts while ensuring full compliance with company procedures and regulatory requirements.
- Participated in ongoing professional development and coaching sessions to continually improve communication, problem-solving, and service delivery skills.
Interim Team Lead - McLaren Contract
Unipart Logistics
Nuneaton
09.2024 - 08.2025
- Managed B2B client relationships, supporting business stakeholders with operational enquiries and service delivery issues.
- Delivered training sessions for stakeholders and supported onboarding and training of new team members.
- Led service operations during a team transition period, independently managing workloads and maintaining continuity of support.
- Handled escalated cases, investigating issues and coordinating with internal teams to reach effective solutions.
- Developed training materials and Standard Operating Procedures (SOPs) to support team knowledge and process consistency.
- Created presentations and facilitated knowledge-sharing sessions to support process improvements.
Fraud Agent
Firstsource
Middlesbrough, County Durham
11.2022 - 02.2023
- Investigated complex fraud cases, analysing information and making evidence-based decisions while adhering to strict compliance standards.
- Managed sensitive customer situations professionally, using strong communication and conflict-resolution skills.
- Maintained accurate records and documentation in line with regulatory and company policies.
- Collaborated with internal teams to resolve issues efficiently and escalate high-risk cases when required.
- Handled confidential financial information with a high level of integrity and discretion.
Collections agent
Capital One
Nottingham, Nottinghamshire
05.2020 - 08.2021
- Managed sensitive financial discussions with customers experiencing financial difficulty, demonstrating empathy and professionalism.
- Negotiated sustainable repayment plans while balancing customer needs and business objectives.
- Ensured all interactions complied with regulatory requirements and company policies.
- Maintained accurate documentation and records of customer cases and outcomes.
- Handled confidential financial information in line with data protection and compliance standards.
- Collaborated with internal departments to resolve complex customer issues.
Education
BTEC Level 3 - Business
Middlesborough College
Middlesbrough 09.2019 - 07.2021
GCSEs - General Education
Northshore Academy
Stockton-on-Tees 09.2014 - 08.2019
CIPD L5 Associate Diploma in People Management - Human Recources
ICS Learn
Remote 01.2026 -
Skills
- Microsoft Word, Excel and Powerpoint
- Great attention to detail
- Motivated team player
- Clear communication skills
- Time management and prioritisation
- Thrives under pressure
- Logical problem solving
Timeline
CIPD L5 Associate Diploma in People Management - Human Recources
ICS Learn
01.2026 -
Customer Service Representative
Somerset Bridge Limited
08.2025 - Current
Interim Team Lead - McLaren Contract
Unipart Logistics
09.2024 - 08.2025
Fraud Agent
Firstsource
11.2022 - 02.2023
Collections agent
Capital One
05.2020 - 08.2021
BTEC Level 3 - Business
Middlesborough College
09.2019 - 07.2021
GCSEs - General Education
Northshore Academy
09.2014 - 08.2019