Summary
Overview
Work History
Education
Skills
Timeline
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Hema Panchal

Customer Support Advisor
Coventry

Summary

I am a proactive and detail-oriented Customer Support Advisor with over 10 years of experience in Existing Lending and 13 years in Telephone Mortgages. I bring strong time management and organisational skills, taking a methodical approach to completing tasks efficiently and accurately. With a proven ability to collaborate with a wide range of stakeholders, including cross-functional teams, I ensure clear communication, shared understanding, and alignment of goals. I am self-motivated and adaptable, able to work effectively both independently and as part of a team. My experience includes managing multiple projects with a focus on stakeholder engagement, research, and data analysis to achieve successful outcomes. I am committed to continuous learning and development, with a proactive mindset towards self-improvement and professional growth.

Overview

24
24
years of professional experience

Work History

Customer Support Advisor

Coventry Building Society
06.2014 - Current
  • I successfully led and supported the Docman Team in achieving key objectives, ensuring all assigned tasks were completed on time and to a high standard. Under my management, the team consistently met 100% of its goal tasks, aligning with performance targets and service level agreements through effective planning, close monitoring, and ongoing support.
  • Followed up on unresolved customer issues by thoroughly investigating concerns and implementing effective resolutions.
  • Delivered friendly, knowledgeable, and professional service in response to customer requests, maintaining a consistently high standard of support.
  • Managed daily workflows efficiently to ensure tasks were completed on time while upholding service quality targets.
  • Responded promptly to enquiries from both prospective customers and internal departments, demonstrating reliability and strong communication skills.
  • Identified staff development needs and collaborated with the team manager to arrange appropriate training and support.
  • Acted as a liaison between customers and internal departments, addressing concerns and managing stakeholder expectations with professionalism and care.
  • Trained team members on standard operating procedures and provided continuous support to maintain consistency and quality.
  • Supervised and motivated the Docman Team, monitoring performance and ensuring the timely completion of tasks in line with SLAs.
  • Addressed team queries related to tasks, issues, and responsibilities, applying strong problem-solving skills to support resolution and task completion.
  • Supported my manager daily by handling complex queries and contributing to strategic problem-solving and decision-making.
  • Contributed to cross-functional projects by engaging with stakeholders across the organisation, working collaboratively to achieve optimal outcomes.
  • Demonstrated initiative and critical thinking when tackling challenging tasks, consistently delivering high-quality results.
  • Took an active leadership role, inspiring and motivating team members to perform at their best.
  • Adapted quickly to new systems and processes, demonstrating a strong ability to learn and thrive in changing environments.
  • Consistently met tight deadlines in a high-volume, fast-paced setting, maintaining accuracy and efficiency in all aspects of work.
  • Served as a Subject Matter Expert (SME) and referral point for all teams within Existing Lending, regularly liaising with the Legal Team to resolve complex queries.
  • Contributed to project work by identifying potential risks that could impact existing processes when introducing new systems or procedures.
  • Built positive working relationships across the business through strong interpersonal skills and clear, effective communication with diverse teams and stakeholders.

Senior Mortgage Advisor

Coventry Building Society
05.2001 - 06.2014
  • Applied active listening and strong relationship-building techniques to accurately assess customer needs and provide tailored mortgage advice and support.
  • Retained customers by developing genuine rapport and offering product recommendations that aligned with their financial goals and circumstances.
  • Conducted thorough fact-finding to establish clients’ purchasing needs, ensuring a deep understanding of their financial situation and long-term objectives.
  • Adapted communication style to suit each individual customer, taking into account their unique circumstances to recommend the most suitable mortgage solutions.
  • Delivered outstanding customer experiences by offering attentive, personalised service and maintaining a customer-first approach.
  • Consistently exceeded monthly sales targets, demonstrating strong product knowledge, confidence, and a results-driven mindset.
  • Ensured all advice and recommendations were fully compliant with regulatory and lending guidelines, maintaining high standards of integrity and professionalism.
  • Assessed clients' financial positions in detail to determine mortgage eligibility and affordability, supporting responsible lending practices.
  • Adhered strictly to all contact centre procedures and data handling policies, safeguarding customer information at all times.
  • Maintained up-to-date, in-depth knowledge of mortgage and insurance products, enabling the delivery of accurate, high-quality advice.
  • Met call time and performance quotas by communicating clearly and concisely, while maintaining professionalism and care in line with scripting and guidance.

Education

Bachelor of Arts - Economics

Coventry University
Coventry

Cemap -

The London Institution of Banking and Finance

Skills

  • I consistently identify key issues through data analysis and offer practical, actionable solutions to improve performance

  • I apply critical thinking to evaluate complex problems, considering various perspectives to make well-informed decisions

  • I conduct thorough root cause analysis to uncover underlying issues and implement measures that enhance operational efficiency

  • I communicate effectively with a wide range of customers, tailoring my approach to meet individual needs and ensure positive outcomes

  • I have improved internal processes by streamlining office procedures, reducing manual tasks, and increasing overall efficiency

  • I maintain clear and timely communication with stakeholders, contributing to high levels of customer satisfaction and trust

  • I take ownership of service issues, investigating complaints and implementing long-term solutions to prevent recurrence

  • I support team development by mentoring new colleagues, helping them adapt quickly to service standards and company expectations

  • I plan and coordinate daily workflows effectively, managing high volumes of enquiries while maintaining quality and responsiveness

  • I remain self-motivated and organised under pressure, managing my workload independently in fast-paced environments

  • I regularly review and update compliance procedures, helping to minimise risks and ensure adherence to current regulations

Timeline

Customer Support Advisor

Coventry Building Society
06.2014 - Current

Senior Mortgage Advisor

Coventry Building Society
05.2001 - 06.2014

Bachelor of Arts - Economics

Coventry University

Cemap -

The London Institution of Banking and Finance

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Hema PanchalCustomer Support Advisor