Summary
Overview
Work history
Education
Skills
References
Timeline
Generic

Emma-Louise Mellor

Leigh,Staffordshire

Summary

I have several years experience within claims and customer service environments. I have good listening and questioning skills as well as time management and motivational skills.

I am skilled in building positive relationships with clients and policyholders to achieve satisfactory settlements. I take direction well to achieve tasks within time and quality constraints. I am very focused and pride myself on attention to detail in all areas of my job.

Overview

22
22
years of professional experience
5
5
years of post-secondary education

Work history

Housekeeper

Binns Family
Stone Heath, Staffordshire
11.2018 - Current
  • General housekeeping duties at present however from November 2018 I was carer for Mrs Sheila Binns until she passed away in March 2023.

Catering manager

Staffordshire County Council
Blythe Bridge, Staffordshire
02.2015 - 11.2018
  • Catering manager at a primary school my duties were to cook and distribute 200 school meals to 3 schools daily. I had a team of 3 assistants working alongside me in the busy kitchen so time management and organisation skills were crucial to day to day running of the kitchen.

Claims handler

Davies Group
Stoke-on-Trent, Staffordshire
01.2013 - 02.2015
  • Processed inbound customer calls promptly to meet call-handling service level agreements.
  • Logging buildings and contents claims.
  • Handled initial claim enquiries with attention to detail as per individual claim.
  • Determined insurance cover level and relevance for accurate claim assessments.
  • Listening carefully and questioning clients to ensure that all details are taken and recorded correctly and efficiently.
  • Kept clients well-informed of claim updates and case progress.

Customer advisor

Bet365
Stoke-on-Trent, Staffordshire
01.2010 - 01.2013
  • Taking inbound calls dealing with customer queries regarding pre existing bets as well as placing in play bets for customers.
  • Understanding game rules and ensuring that bets are placed correctly.
  • Speaking to customers regarding responsible gambling.
  • Working in a fast paced environment where attention detail and good listening skills are essential.

Contact centre manager

Lifestyle Services Group (HBOS)
Crewe, Cheshire East
01.2006 - 01.2010
  • Inspired teams to achieve SLA and productivity KPIs, maintaining excellent levels of staff motivation and fulfilment.
  • Maintained excellent time management skills to meet sales volumes within agreed timescales.
  • Received and resolved customer complaints escalated by staff.
  • Directed and supervised operations, upholding company standards and ensuring all agents were fully compliant on every call.
  • Closely monitoring agents calls to ensure consistency throughout.
  • Assessing claims that had been escalated to Myself due to the complexity of the circumstances.
  • Scheduled shifts based on seasonal demands and staff availability.
  • Provided excellent customer service, upholding high level of customer satisfaction.
  • Recruited high-performing, reliable staff for improved team productivity.
  • Trained and coached new starters to help meet team and department targets.

Customer advisor

Policy Administration Services
Crewe, Cheshire East
01.2002 - 01.2006


  • Outbound sales calls to customers who had purchased a mobile phone from phones4u.
  • Advised clients of different levels of mobile insurance cover available and sold additional offerings to increase sales numbers.
  • Answered any queries or questions customer may have regarding policy before it was set up by myself.
  • Ensuring all DPA was adhered to and strict guidelines were followed when setting up new policy.


Education

GCSEs - English

Sandbach High School And Sixth Form College
Sandbach
09.1988 - 05.1993

Skills

  • Objection handling
  • Insurance and claims principles
  • Information gathering and analysis
  • Claims settlement
  • Schedule management
  • Time management and good listening skills
  • Problem-solving

References

References available upon request.

Timeline

Housekeeper

Binns Family
11.2018 - Current

Catering manager

Staffordshire County Council
02.2015 - 11.2018

Claims handler

Davies Group
01.2013 - 02.2015

Customer advisor

Bet365
01.2010 - 01.2013

Contact centre manager

Lifestyle Services Group (HBOS)
01.2006 - 01.2010

Customer advisor

Policy Administration Services
01.2002 - 01.2006

GCSEs - English

Sandbach High School And Sixth Form College
09.1988 - 05.1993

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Emma-Louise Mellor