Emma Flood
41, Quinta Drive
Summary
Knowledgeable and dedicated resolution specialist with extensive experience in property and insurance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialise in quality, speed and process optimisation. Passion for developing relationships and growing businesses.
Overview
5
5
years of professional experience
Work History
Resolutions Specialist
Mydeposits
06.2023 - Current
- Preparing cases for adjudication, making sure all required documents have been sent in correctly and in time.
- Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
- Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
- Exceeded performance targets consistently by prioritising workload effectively and managing time efficiently during periods of high call volume or complex caseloads.
- Using excel spreadsheets and liaising with the accounts team to make sure all disputed funds have been sent in on time and allocate accordingly.
- Managed caseloads effectively, ensuring timely processing of disputes in accordance with KPIS.
- Delivered early resolution to some cases to provide faster efficient decisions.
Resloution Specalist
Mydeposits
03.2021 - 04.2023
- Preparing cases for adjudication, making sure all required documents have been sent in correctly and in time.
- Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
- Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
- Exceeded performance targets consistently by prioritizing workload effectively and managing time efficiently during periods of high call volume or complex caseloads.
- Using excel spreadsheets and liaising with the accounts team to make sure all disputed funds have been sent in on time and allocate accordingly.
- Managed caseloads effectively, ensuring timely processing of disputes in accordance with KPIS.
- Delivered early resolution to some cases to provide faster efficient decisions.
- Assisted in training new hires and offered ongoing support.
- Promoted available products and services to customers during service, account management, and calls.
Customer Service Representative
Stonerock Claims
12.2020 - 03.2021
- Maintained a high level of professionalism while handling difficult or irate customers.
- Reduced turnaround time for claim settlements by prioritising tasks and managing deadlines effectively.
- Prepared insurance claim forms or related documents and reviewed for completeness.
- Reduced call handling time by efficiently navigating through customer databases and CRM systems.
- Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and services.
- Asked relevant questions to assist customers with selecting needed or requested services.
Customer Service Representative
Mydeposits
03.2019 - 11.2020
- Assisted customers in navigating company website and protecting deposits online, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs. Gathered leads and advised landlords of our insurance products.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Answered constant flow of customer calls with minimal wait times.
- Worked both on calls, emails and livechat, while meeting KPIS.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints quickly and with empathy.
Education
Photography And Art
Barnet College
Barnet07.2017
GCSE's -
Queen Elizabeths Grils' School
Barnet08.2013
Skills
- De-Escalation Techniques
- Problem-solving
- Self Motivation
- Effective Communication
- Negotiation Management
- Microsoft Office efficient
- Adobe software efficient
- Spreadsheet Management
- Office Administration
Additional Information
From April 2022 until June 2023 I traveled South East Asia and Australia, during this time I worked different house keeping and bar jobs.
Timeline
Resolutions Specialist
Mydeposits
06.2023 - Current
Resloution Specalist
Mydeposits
03.2021 - 04.2023
Customer Service Representative
Stonerock Claims
12.2020 - 03.2021
Customer Service Representative
Mydeposits
03.2019 - 11.2020
Photography And Art
Barnet College
GCSE's -
Queen Elizabeths Grils' School
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