Elaine Rochester

Remote Customer service Advisor

January 2023-August 2023

Attendance Allowance

General enquiries re payment rates and dates.

Upload mandatory reconsideration via DBD508

Update customers personal detail including address and bank details on Legacy.

Add claimants hospital /Care home admission and discharge via egt 600.

Upload customer enquiries to back office re DBD508.

Remote Customer service Advisor on behalf of G4s

January 2023- June 2023

Attendance Allowance

General enquiries re payment rates and dates.

Upload mandatory reconsideration via DBD508

Update customers personal detail including address and bank details on Legacy.

Add claimants hospital /Care home admission and discharge via egt 600.

Upload customer enquiries to back office re DBD508

Remote Customer Service Advisor on behalf of G4s

Winter fuel Campaign

Checking customer eligibility on CPR system.

Advising customer of eligibility and rate of payment.

Updating customer information including address and bank details.

Worked as Customer Service Advisor on behalf of HMPO

Assisted claimants filling in information on passport form

Advised claimants of documents required.

Checked progress of application and advised if application completed.

Assisted claimants booking fast track appointment.

Call Handler for NHS Scotland Covid Vaccination Service

Taking patients demographics

Arranging appointments.

Advising of procedure.

Cancelling and amending Appointment

Call Handler working on NHS Scotland Test and Protect.

Calling citizens of Scotland who tested positive for Covid 19. Advising them of isolation requirements.

Collecting information of contacts. Informing contacts of isolation requirements

Working as part of the Covid Vaccination Programme

Taking patients demographics

Arranging Covid Vaccination appointments.

Advising of procedure.

Cancelling and amending Appointment

Worked as a Call Handler on Track and Trace Campaign. Outbound calls to clients advised to self isolate.

Advised clients of self isolation requirements .

Advised of local testing centre and how to book appointment

Gave general advise and assistance

Working as part of the Covid Vaccination Programme

Taking patients demographics

Arranging appointments for callers requiring covid vaccination

Advising of procedure.

Cancelling and amending Appointments

Capture callers' details and identify their needs. Follow call handling guidelines to ensure highest level of service is given. Achieve and maintain quality standards associated through the various stages of the customer journey and the role, in line with contract requirements and any agreed KPI's Work flexibly to deliver the service via the telephone, providing a friendly, supportive, helpful service Use appropriate questioning styles to help understand and quickly assess the needs of the citizen.

Customer Service Advisor on behalf of DPD business

Dealing with General enquiries•

Setting up collections/deliveries •

Locating lost parcel and redelivery.

Setting up refunds and compensation claims

Call Handler on behalf of Public Health of England on Covid 19 response team

Diagnosing callers using Infinity system and advising them of best way to manage symptoms,

advising isolation measures and precautions against spread of Corona virus.

Sending isolation notes via email

Dealing with test queries

Uploading details onto GOV.co.uk for test results

Filling in requests for home tests and chasing up missing test results

Customer Service Advisor on behalf of DPD business

General enquiries•

Setting up collections/deliveries •

Locating lost parcel and redelivery.

Setting up refunds and compensation claims

Responded to customer needs through competent customer service and prompt problem-solving