Elspeth Dawson
Brighton,East Sussex
Summary
Talented professional good multitasking, organisational, and verbal and written communication skills. I am able handle shifting priorities and perform effectively under pressure. I work well as part of a team, but I remain able to self-motivate and use my own initiative. I have a strong work ethic and I take a positive approach to new challenges.
I am proud to have been an employee of American Express for almost 20 years. After leaving American Express due to redundancy in October 2022, I have been focused on my personal development and growth. I have travelled, joining group adventures and escorted tours. These experiences have been hugely beneficial to my character and have left me excited for the future. I am a hardworking and passionate job seeker, ready to take begin a new career path.
Overview
24
24
years of professional experience
5
5
years of post-secondary education
Work history
Content Expert
American Express
Brighton, East Sussex
10.2013 - 12.2023
- Developed holistic advertising strategies to achieve revenue and awareness goals.
- Evaluated campaign performance to optimise return on investment.
- Managed multi-channel advertising campaigns to support sales objectives.
- Analysed paid and organic website data to enhance Return On Investment (ROI).
Third Party Payment Analyst
American Express
Brighton, East Sussex
04.2022 - 10.2022
- Kept up-to-date general ledger, balancing out transactions.
- Identified incoming Third Party payments, and receipts to support financial governance.
- Verified figures with cross-checking of different accounts and documentation.
- Compiled records for audits to facilitate smooth and completed investigation reviews.
- Worked closely Compliance and Anti Money Laundering policies.
- Interpreted complex documentation, carrying out required action in line with strict operating standards.
- Generated emails outlining payments and investigation outcomes.
Accounting Clerk
American Express
Brighton, East Sussex
03.2018 - 04.2022
- Reviewed, analysed and processed company invoices.
- Supported both Internal and External Customers, identifying and re-educating payment behaviours via email.
- Ensuring incoming remittances are accurately processed within service level agreement.
- Improved data consistency by identifying and eliminating inaccuracies.
- Resolved invoices queries and raised credit notes by communicating clearly and professionally.
- Created and edited spreadsheets to present complex data using Microsoft Excel.
- Prioritised administrative tasks based on tight deadlines.
- Stored confidential information safely and securely in line with company protocol.
- I organised and managed deadlines, adapting to changing priorities and met the needs of the Team.
Executive Customer Relations Consultant
American Express
Brighton, East Sussex
12.2014 - 03.2018
- Dealing with verbal and written Card Member complaints and handling complex Customer situations.
- Documented recurring requests, enquires and complaints, communicating findings and potential corrective action to line manager.
- Confidently, promptly and professionally resolved customer queries as they arose, escalating complex issues as appropriate.
- Investigated escalated complaints, weighing up evidence to establish fair outcomes.
- Calculating appropriate redress and goodwill payments, taking remedial action.
- Issuing Final Response letter to details findings of my investigation.
- Liaised across departments and consulted with business leaders and other areas of the wider business group when necessary.
- Managed workload in order to meet strict deadlines.
- Trained new hire and junior staff in complaint management best practices.
Content Expert
American Express
Brighton, East Sussex
03.2013 - 12.2014
- Reviewing Customer Survey scoring received as either fair or poor and detractor.
- Responded to Customer feedback within target timescales.
- Making outbound calls to re-engage Card Members in American Express products, services and brand.
- Advised clients on optimum mix of products and distribution channels for greatest success.
- Managing the workload and adhering to the 48 hours Service Level Agreement for this process.
- Identifying trends and systemic issues, as well managing feedback to the relevant departments.
- Communicated customer feedback through appropriate channels to help fuel continuous improvement.
- Used time-management skills to minimise complaint lifecycle and meet regulatory timelines.
- Offered personable and helpful service to exceed customer expectations and reach positive conclusion.
- Owned end-to-end complaint handling and resolution in line with established procedures.
Complaint Handler
American Express
Brighton, East Sussex
09.2012 - 10.2013
- Actively listened to complaints to identify finer details of pain points.
- Identified root causes of complaints through effective questioning.
- Took ownership for customer correspondence to deliver exceptional customer service levels.
- Resolved complaints requiring escalation using advanced conflict management skills.
- Stayed calm to navigate tricky situations in collected manner.
- De-escalated aggressive behaviour using effective conflict resolution techniques.
- Used time-management skills to minimise complaint lifecycle and meet regulatory timelines.
- Served as first line of contact for customers filing complaints.
- Communicated with customers politely, promptly and professionally.
- Owned end-to-end complaint handling and resolution in line with established procedures.
- Documented customer interactions, following company policy and procedure in all engagements.
- Investigated reported issues, liaising with staff at multiple levels to obtain relevant information.
- Offered personable and helpful service to exceed customer expectations and reach positive conclusion.
- Helped to prevent further recurrence of recorded issues by recommending corrective action.
Lead Customer Care Professional
American Express
Brighton, East Sussex
09.2003 - 09.2012
- Offered detailed advice on product and service benefits.
- Provided prompt solutions to maintain customer satisfaction.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Adhered strictly to policies and procedures for continued company compliance.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Recorded customer communications to maintain proper documentation.
- Practiced cross-selling techniques to showcase other products and services.
- Established positive relationships with clients by going extra mile to build rapport.
- Transferred customer calls to respective department or personnel to address specific issues.
- Coached and trained team members to increase productivity and growth.
- Participated in staff meetings to discuss new developments.
- Registered and updated accurate customer information on database.
- Kept abreast with latest product developments to inform customers.
- Became a part of the Lead Rep Programme in December 2011.
- Gained vast experience and gave training in additional roles including Sales and Customer Care.
Customer Care Advisor
Telewest Communications
Plymouth, Devon
11.2001 - 08.2003
- Answered incoming telephone calls from customers and detailed initial queries on Customer Relationship Management (CRM) system.
- Captured customer data, entering and updating relevant information on company system to maximise data accuracy.
- Offered detailed advice on product and service benefits.
- Scheduled customer appointments and sent reminders to maintain active schedule.
- Transferred customer calls to respective department or personnel to address specific issues.
- Processed bill payments and handled statement queries.
Service Centre Operative
Lloyds Bank
Plymouth, East Sussex
09.2000 - 11.2001
- Supporting Cashiers with back office and administrative duties.
- Observed procedures regarding financial and customer information to prevent possible breaches and data misuse.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Logged cashier's cheques and other transactions to maintain accuracy of account records.
- Accessed computerised financial information to answer questions related to specific accounts.
- Provided customer records on demand, including account statements and copies of checks.
- Completed special procedures for customers such as ordering new cheques, stopping payments or investigating identity theft.
Call Centre Operator
National Rail Enquiries
Plymouth, Devon
12.1999 - 09.2000
- Provided dependable advice by employing expertise in planning passenger journeys and researching timetables, to successfully resolve queries.
- Maintained accurate knowledge of current services to provide informative customer advice.
- Handled high call volumes with accuracy and efficiency for optimum productivity.
- Attended regular product training to enhance customer advice.
- Acted as first point of contact for customer issues and queries.
- Met call time quotas with concise communication and following established scripts.
Education
GCSEs -
Lipson Community College
Plymouth 09.1996 - 07.2000
A/A.S Levels - English Literature, Psychology, Design Technology
Lipson Community College
Plymouth 09.1999 - 07.2000
Skills
- Excel database maintenance
- Data organisation
- External communications
- Electronic file management
- Invoicing and billing
- Microsoft Outlook
- Professional and mature
- Diary management
- Office cleanliness
- Record-keeping and bookkeeping
- Problem resolution
- Microsoft Word expertise
- Drafting and proofreading
- Sensitive material handling
- Strong problem solver
- Answering incoming calls
- Self-directed
- Accounting support
Timeline
Third Party Payment Analyst
American Express
04.2022 - 10.2022
Accounting Clerk
American Express
03.2018 - 04.2022
Executive Customer Relations Consultant
American Express
12.2014 - 03.2018
Content Expert
American Express
10.2013 - 12.2023
Content Expert
American Express
03.2013 - 12.2014
Complaint Handler
American Express
09.2012 - 10.2013
Lead Customer Care Professional
American Express
09.2003 - 09.2012
Customer Care Advisor
Telewest Communications
11.2001 - 08.2003
Service Centre Operative
Lloyds Bank
09.2000 - 11.2001
Call Centre Operator
National Rail Enquiries
12.1999 - 09.2000
A/A.S Levels - English Literature, Psychology, Design Technology
Lipson Community College
09.1999 - 07.2000
GCSEs -
Lipson Community College
09.1996 - 07.2000
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