Dylan Burrows
Barry,Vale of Glamorgan
Summary
Detail-oriented professional with experience in customer-facing and administrative roles. Skilled in communication, problem-solving, and organisation, with a strong track record in managing complex cases and analysing information to support clients. Committed to delivering positive outcomes and maintaining high professional standards.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
Work history
Paralegal
NewLaw Solicitors
Cardiff
2024.10 - Current
- Assisted clients through a self-service claims process, guiding them in obtaining the medical and financial evidence required to support their claim.
- Liaised with third-party medical agencies to arrange medical assessments and treatment, including physiotherapy, ensuring clients received support throughout the claims process.
- Consolidated and reviewed both medical and financial evidence to assess claim validity, identify discrepancies, and advise clients on recoverable losses in line with government guidelines.
- Managed client expectations by providing clear guidance on evidential requirements, claim progression and potential outcomes throughout the lifecycle of the claim.
- Facilitated the collection of medical reports and prognoses required for claim valuation and negotiation, ensuring all relevant documentation was obtained promptly.
Complaint Administrator
Lloyds Banking Group
Cardiff
2022.06 - 2024.05
- Effectively communicated with dissatisfied car finance customers, actively listening to their concerns and providing empathetic and professional responses.
- Remain composed and professional in high-pressure situations, handling upset or challenging customers while prioritising confidentiality and discretion with sensitive information.
- Conducted thorough research and gathered relevant data for complaints, supporting complaint managers' decision-making by consulting with other companies.
- Sought feedback from managers to enhance skills and improve customer service.
Customer Loyalty Representative
Admiral
Cardiff
2021.06 - 2022.02
- Provided customer service by addressing product inquiries and resolving customer issues, enhancing satisfaction.
- Investigated complaints by reviewing previous calls and collaborating with colleagues to find effective resolutions.
- Maintained comprehensive policy notes to ensure clarity on discussions and improve service continuity.
- Contacted internal departments to provide information about customers, data, policies, and billing.
- Met deadlines where applicable for any training and attended all meetings when requested, proactively discussing and offering insight into the topics at hand
Education
GCSEs - 13 GCSEs, C's In Math's and English
St Richard Gwyn
Barry, Vale of Glamorgan 2014.01 - 2018.01
Certificate of Higher Education - Creative Media Level 3
Cardiff and Vale College
Cardiff 2018.01 - 2019.01
Skills
- Client management
- Claims assessment
- Conflict resolution
- Case analysis
- Legal research
- Data analysis
- Problem solving and conflict resolution
Affiliations
- Video Editing
- Health and Fitness
- Technology and Digital Media
References
References available upon request.
Timeline
Paralegal
NewLaw Solicitors
2024.10 - Current
Complaint Administrator
Lloyds Banking Group
2022.06 - 2024.05
Customer Loyalty Representative
Admiral
2021.06 - 2022.02
Certificate of Higher Education - Creative Media Level 3
Cardiff and Vale College
2018.01 - 2019.01
GCSEs - 13 GCSEs, C's In Math's and English
St Richard Gwyn
2014.01 - 2018.01