Fiona Davie
Alloa,Clackmannanshire
Summary
I joined Scottish Amicable in 1991 working in Company Pensions. I tuped through Prudential and Capita and moved over to Adviser Maintenance & Payments in 2011 on return from maternity leave. I then moved over to Diligenta and was made redundant in September 1991. During my career I dealt with all aspects of customer service including complaint handling, customer contact by phone and complex case communications. My job also involved training new staff and the development of existing staff. I pride myself on providing an excellent service to customers over this time.
Overview
34
34
years of professional experience
Work history
Senior customer service administrator
Scottish Amicable/Prudential/Capita/Diligenta
Stirling
1991.09 - 2025.09
- Balanced multiple tasks simultaneously – ensuring completion within set time frames.
- Assisted in creation of training materials for new staff members.
- Managed challenging situations with tact and diplomacy, maintaining positive relations.
- Coordinated with other departments for seamless service delivery.
- Trained new employees on company policies and procedures, bolstering performance standards.
- Resolved complex issues for enhanced customer experience.
- Dealt efficiently with customer complaints, promoting positive brand image.
- Streamlined administrative processes to enhance productivity.
- Managed workflow to continuously exceed quality service goals.
- Offered constructive feedback during team meetings for improved operations.
Education
Scottish Qualifications Certificate - Maths, English, Secretarial Studies, Mod Studies
Lornshill Academy
Alloa05.1990
Skills
- Knowledge of gdpr regulations
- Email correspondence
- Multi-Channel communication
- Positive demeanour
- Courtesy and professionalism
- Service level agreement understanding
- Customer Service
- Product knowledge
- Training and Development
- Complaint resolution
- Customer satisfaction focused
- Complaint handling
Timeline
Senior customer service administrator
Scottish Amicable/Prudential/Capita/Diligenta
1991.09 - 2025.09
Scottish Qualifications Certificate - Maths, English, Secretarial Studies, Mod Studies
Lornshill Academy