Deborah Wood
Bishop's Stortford,Hertfordshire
Summary
Over 20 years experience in the insurance industry. Hardworking and proactive individual committed to improving customer service, loyalty and satisfaction. Applies resourceful and logical thinking approach to problem-solving that resolves complex issues swiftly. Approachable communicator, confident in providing superior levels of customer care.
Overview
17
17
years of professional experience
Work history
Claims Handler
Hadleigh Claims
Bishop's Stortford, Hertfordshire
07.2024 - Current
- Managed high volumes of cases to ensure smooth workflow.
- Liaised effectively with other departments to streamline processes.
- Cooperated with brokers and underwriters to facilitate efficient policy modifications.
- Identified fraudulent activities by conducting detailed reviews of each claim submitted.
- Investigated and gathered relevant information to determine validity of claims.
- Negotiated settlements with claimants while considering policy terms and coverage.
Call Centre Agent for Car Claims
AXA
Haverhill, Suffolk
11.2018 - 07.2024
- Handle high call volumes of around 120 calls daily with accuracy and efficiency for optimum productivity.
- Recommended call routing strategies, reducing average on-hold times.
- Act as first point of contact to discuss car accident, glass claim or any other issues or queries.
- Validating policies for glass claims with approved repairers and dealing with any policy queries.
- Managed customer expectations to improve satisfaction rates.
- Attended regular product training to enhance customer advice.
- Established positive customer rapport using multiple communication channels.
- Implemented customer feedback to continuously improve personal performance.
- Established follow-up call systems to effectively resolve complaints and maintain customer loyalty.
Checkout Assistant
Sainsburys
Haverhill, Suffolk
05.2008 - 09.2016
- Helped customers to locate specific products by conducting thorough stockroom checks, delivering exceptional service.
- Operated cash registers with proficiency during high-volume shopping times, reducing customer queues.
- Processed cash, credit and debit payments accurately and efficiently, minimising till discrepancies.
- Displayed and restocked merchandise by following brand guidelines.
- Processed cash, credit and debit payments accurately and efficiently, minimising till discrepancies.
Education
Diploma of Higher Education - Design and Display
Hertford Regional College
Ware 09/1988 - 05/1990
A-Levels - Photography, Art, Pottery
Harlow College
Harlow 09/1988 - 05/1990
CSE - English CSE -3 History CSE-3 Music CSE-3
Burnt Mill Academy
Harlow, Essex05.1986
Skills
- Customer communications
- Call logging
- Resolving issues
- Customer rapport building
- Inbound call handling
- Microsoft Outlook
- Word processing
- Administrative support
- Strong customer service orientation
- Professional demeanour
Timeline
Claims Handler
Hadleigh Claims
07.2024 - Current
Call Centre Agent for Car Claims
AXA
11.2018 - 07.2024
Checkout Assistant
Sainsburys
05.2008 - 09.2016
Diploma of Higher Education - Design and Display
Hertford Regional College
09/1988 - 05/1990
A-Levels - Photography, Art, Pottery
Harlow College
09/1988 - 05/1990
CSE - English CSE -3 History CSE-3 Music CSE-3
Burnt Mill Academy
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