Gillian Whitehead

• In April 2026 I was redeployed to the AXA Health account, as a Personal Adviser.

Managed incoming calls from membership plan callers, addressing queries, approving eligible claims, and liaising with various teams while sending emails, SMS texts, and making outbound calls to members and third-party providers.

Obtained accreditation by end of July and assisted Hybrid Trainers with call listening for up to 9 trainee PAs, explaining call processes, encouraging resource use during calls, and conducting debriefs to clarify queries and enhance learning.

I was moved to voice in January 2026 with increased floorwalking hours and remained until April 2026 when I was redeployed to AXA Health.

• Employed as a digital agent on the Nespresso account from August 2024, handling inbound queries on their Helpline. After a few months, I transitioned to a FloorWalker on LiveDesk, monitoring activities and resolving agent queries, often managing multiple inquiries simultaneously. When agents encountered issues that could not be resolved on LiveDesk, I contacted them via MS Teams, shared screens, and provided quick workshops for guidance. Trained and coached digital team peers, supported various teams, and joined Promotions Email Support Team to address outstanding emails and communicate issues to the Promotions Team.

August 2024 - April 2026

I was moved to voice in January 2026 with increased floorwalking hours and remained until April 2026 when I was redeployed to AXA Health.

• September 2023 - August 2024

Managed escalated Stage 2 and Stage 3 cases as Escalations Manager, taking ownership of resolution by researching solutions, engaging customers with discovery questions, and determining acceptable resolutions. Conducted call listening, participated in calibration meetings with client, updated case spreadsheets, and accepted warm transfers.

• June 2022 - September 2023

Managed LiveChat and WhatsApp interactions, addressing same queries as voice agents while handling up to 3 chats during peak times. Assisted with training new voice and digital agents.

• January 2021 - June 2022

Facilitated customer support by addressing questions and resolving issues through inbound calls. from customers as Coffee Specialist on voice helpline.