Emma-Jane Robinson
York,North Yorkshire
Summary
Customer service professional with over 20 years of experience in resolving inquiries and concerns. Proficient in documenting interactions, preparing reports, and coordinating services across multiple platforms. Strong analytical skills enable effective problem-solving and decision-making, contributing to company growth. Committed to delivering high-quality support and enhancing client retention through effective communication and collaboration.
Overview
30
30
years of professional experience
2017
2017
years of post-secondary education
Work history
Proposition / Product Management Associate
Aviva
York
2025.06 - Current
- Conducting product reviews in line with Aviva’s CPF (customer proposition framework) to ensure that products continue to deliver value for customers and remain compliant with regulatory changes.
- Obtaining and analyse key information on our products and services.
Taking ownership of a portfolio of products, becoming the SME for any queries, complaints etc. - Providing support for mandatory and strategic change projects which impact the EP book.
- Providing support for risk and control activities which impact the EP book e.g. investigating Risk Events.
- Supporting others in the team and wider department to achieve strategic goals and objectives.
Operational Underwriting Analyst
Aviva
2022.03 - 2025.05
- Demonstrated thorough working knowledge of Excel, PowerPoint and Word to deliver precise, reliable administrative support
- Mentored junior team members, coaching to deliver outstanding service for continued customer satisfaction
- Reviewed peers' work to ensure highest quality of output,.
- Streamlined workflow with efficient analytical strategies.
- Maintained utmost accuracy whilst handling sensitive data,.
- Collaborated across departments for cohesive report development.
Life New Business Customer Advisor
Aviva
2012.04 - 2022.03
- Received and handled telephone, email and written customer queries quickly and professionally
- Maintained comprehensive product knowledge to offer customers optimal purchase advice and guidance
- Reduced customer call times by quickly establishing concerns and delivering clear, considered resolutions
- Redirected customer queries to relevant departments for timely, appropriate resolution
- Consistently delivered against high-volume call handling targets through accurate, efficient service
- Remained calm under pressure throughout customer complaints, delivering positive, professional resolutions
- Enhanced customer service ratings through compassionate, considered customer care provisions
- Demonstrated thorough working knowledge of Excel, PowerPoint and Word to deliver precise, reliable administrative support
- Used outstanding communication and interpersonal skills to build positive, professional face-to-face and over-the-phone customer relationships
- Worked with tireless energy and enthusiasm to deliver quality customer care against call-handling targets
- Kept customers informed on issue investigation proceedings to maintain clear, positive communication lines
- Mentored junior team members, coaching to deliver outstanding service for continued customer satisfaction
- Efficiently processed card payments
- Ensured positive customer experiences and elevated brand reputation through attentive, helpful service
- Received and actioned feedback politely and professionally, going the extra mile to deliver positive customer outcomes
- Proactively researched and reviewed new product ranges, delivering knowledgeable customer guidance
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
Pensions Death Claims Customer Advisor
Aviva
2012.04 - 2022.03
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
Bond Surrenders Customer Service Representative
Aviva
2002.01 - 2005.04
- Processed and issued payments for customers.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Maximised customer satisfaction by resolving service issues promptly.
- Assisted customers with product-related questions, feedback and complaints.
- Built rapport with customers through courteous and professional communications.
- Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.
- Assisted in fulfilment of customer orders placed in person, via email, online and by telephone.
- Reviewed and updated service protocols regularly, ensuring compliance with regulatory standards and industry guidelines.
- Engaged in continuous professional development to stay abreast of industry best practices and emerging customer service technologies.
Life Existing Business Customer Service Representative
Aviva
2001.11 - 2002.01
- Addressed customer service enquires quickly and accurately.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Assisted customers with product-related questions, feedback and complaints.
- Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
- Kept detailed records of customer interactions for future reference.
- Stayed current on policies, procedures and standards to offer optimal support.
- Monitored email to promptly collect and respond to complaints.
Warehouse Operative
Phoenix
York, North Yorkshire
2000.09 - 2001.11
- Scheduled and dispatched customer deliveries, accurately documenting order details to facilitate dependable stock management
- Stayed knowledgeable in warehouse product placement, enabling efficient picking and packing services
- Consistently complied with workplace health and safety measures, minimising operational risk
- Accurately managed stock in temperature-controlled environments, safeguarding goods against health risks and ensuring regulatory compliance
- Assisted team members with picking, packing and processing tasks to increase overall warehouse efficiency
- Carried out day-to-day warehouse duties with care and attention, maintaining compliance with safety standards
- Managed picking, packing and dispatching of customer orders, consistently meeting delivery deadlines
- Restocked shelves with strict attention to detail, utilising time management and organisation skills to maximise efficiency
- Regularly exceeded performance and productivity targets through accurate, efficient picking and packing
- Efficiently picked orders within productivity targets, aiding warehouse team to achieve Key Performance Indicator (KPI) targets
- Reported missing or damaged items to management, quickly resolving stock issues to maintain production line efficiency
- Regularly checked internal communications systems, remaining updated on incoming orders and outgoing deliveries
- Identified and removed damaged products, quickly replacing items with quality stock to minimise customer delays
Ride Operator
Flamingo Land
Kirby Misperton, North Yorkshire
2000.03 - 2000.09
- Assisted customers with ride boarding and exiting to ensure appropriate safety
- Ensured customers were secured safely and sufficiently ahead of ride commencement through rigorous security checks
- Engaged with children and young adult riders, building excitement and anticipation of ride experiences
- Provided customers with energetic, enthusiastic interactions and care, delivering faultless experiences
- Ensured customers stored personal belongings in provided lockers, reducing risk and loss on rides
- Made ride announcements to waiting customers, communicating delays clearly and succinctly
- Collaborated effectively with ride staff and technical teams to maintain smooth ride operations
- Carried out meticulous safety checks and tests, limiting ride risk and error
- Cleaned carriages between customer uses, maintaining exceptional hygiene and sanitation standards
- Managed queueing customers effectively, calling forward appropriately ahead of ride times
- Carried out regular ride testing, checking performance and function for guaranteed safety
- Performed attraction safety checks and tests during shift to maintain patron wellbeing
- Ensured children were the appropriate height and weight to safely ride the attraction, utilising measuring devices as needed
- Educated patrons on safety while boarding and disembarking the attraction, ensuring no personal items were left behind
- Diligently supervised patrons during attraction operation, closely monitoring for unsafe behaviour and stopping the attraction if needed
Cafe Staff Member
Asda
York, North Yorkshire
1995.09 - 2000.03
- Worked collaboratively with wider teams to execute daily operational tasks against tight deadlines
- Consistently sought ways to go above and beyond job requirements and exceed customer expectations
- Actively identified areas of health and safety improvement for enhanced compliance and appropriate risk prevention
- Used strong communication skills to build positive customer relations, maintaining first-class company service and reputation
- Cooked and prepared food items by chopping, dicing and Frying ingredients
- Carried pans, kettles and trays of food to and from workstations, stove and refrigerator in accordance with safety standards
- Stored food in designated areas following wrapping, dating, food safety and rotation procedures
- Maximised customer satisfaction by quickly addressing and resolving complaints with food or service
- Kept customer and food preparation areas clean and well-organised for maximum efficiency
- Completed opening, closing and shift change tasks in full to promote store efficiency
- Dispensed, poured and mixed water, soft drinks and hot beverages
- Utilised approved food recipes and production standards to ensure proper quality, serving temperatures and standard portion control
- Customised products to meet user specifications improving customer experience
Education
NVQ Level 2 - General Insurance in the Financial Services and Accountancy Sector
Diploma of Higher Education - Computer and Information Science
York College
York, YOR8 GCSEs - grade C & D, including Maths and English
Huntington School
Skills
- Customer database management
- Microsoft project abilities
- Customer complaint resolution
- Inbound customer service
- High-volume call handling
- Customer contract management
- Customer query investigation
- ID validity checks
- Telecommunication expertise
- Proactive customer communications
- Point Of Sale (POS) system
- Complaint management
- Refund processing
- Customer service
- Polite and friendly
- Financial management
- Policy improvements
- Tactful diplomacy
- Regulatory compliance
- Financial reporting
- Customer Service
- Account reconciliation
- Process Improvement
- Bookkeeping
- Accounts Payable/Accounts Receivable
- Quality assurance testing
- Information gathering
References
References are available upon request.
Hobbies and interests
Crafting, Reading, Hiking
Personal Information
Hobbies: I am involved in a local amateur dramatics society, where I volunteer as a lighting and sound technician. I have been involved with this society for three years and very much enjoy being part of the team. More recently, I assumed the role of Stage Manager for a two week production and relished the chance to take control of performances and react to a high-pressure environment.
Timeline
Proposition / Product Management Associate
Aviva
2025.06 - Current
Operational Underwriting Analyst
Aviva
2022.03 - 2025.05
Life New Business Customer Advisor
Aviva
2012.04 - 2022.03
Pensions Death Claims Customer Advisor
Aviva
2012.04 - 2022.03
Bond Surrenders Customer Service Representative
Aviva
2002.01 - 2005.04
Life Existing Business Customer Service Representative
Aviva
2001.11 - 2002.01
Warehouse Operative
Phoenix
2000.09 - 2001.11
Ride Operator
Flamingo Land
2000.03 - 2000.09
Cafe Staff Member
Asda
1995.09 - 2000.03
Diploma of Higher Education - Computer and Information Science
York College
8 GCSEs - grade C & D, including Maths and English
Huntington School