Holly Louise Migliaccio
Olney
Summary
Confident and motivated professional with a strong attention to detail and proven experience in managing confidential customer data. Demonstrates quick learning abilities and adaptability to new responsibilities, excelling in both independent and team settings. Possesses excellent organizational skills with a track record of consistently meeting and exceeding targets in fast-paced environments. Background includes administration, complaint handling, end-to-end decision making, and redress calculations within major financial institutions.
Overview
20
20
years of professional experience
7
7
years of post-secondary education
Work history
Customer Care Advisor
BP Pulse
Linford Wood
2021.06 - 2026.02
- Appointed as Customer Care Advisor to answer calls regarding queries in relation to charging points, customers’ accounts, and various other issues.
- Managed workload to ensure cases are closed or referred to the correct area within the business.
- Delivered training to new starters, ensuring adherence to company guidelines.
- Delivered on-board training to recruits and to make sure new recruits have understood and adhered to BP Pulse guidelines and procedures.
- Taken on various other extra responsibilities within my role.
- Achievements:
- Maintaining and exceeding monthly performance review targets.
- Used as referral point for training.
- Improved customer satisfaction by providing timely and effective solutions to queries.
- Managed high volume of inbound calls for issue resolution.
- 89% VSAT score for the 2025 year
- Completed thorough documentation in Salesforce for each enquiry.
- Resolved complaints promptly, restored client confidence in the company.
- Managed customer queries regarding charging points and accounts while ensuring timely resolution.
- Assisted in maintaining high customer satisfaction during peak periods through effective problem-solving.
Trainer/SME
Nationwide Building Society
Northampton
2018.05 - 2020.03
- Appointed as Subject Matter Expert to resolve queries from less experienced case handlers.
- Assisted with shortlisting and recruitment of new case handlers for resolution of PPI complaints on all products (Mortgage, Loan and Credit Card), plus specific training following Plevin ruling.
- Assisted in devising, designing and delivery of case handling workshops to all PPI investigators within Northampton site.
- Delivered on-board training to 100+ new recruits at Northampton site.
- Selected to deliver on-board training to 80+ new recruits at Bournemouth site.
- Ensured all new recruits understood and adhered to Nationwide’s strict internal Governance guidelines and procedures and worked cases according to the stringent QA/QC documented models.
- With QC resource and one to one training and feedback, assisted with improving the Handler Performance quality results to within target.
- Ensured all new recruits understood implications of KYC checks and ensured all mandatory Compliance training was completed timely.
- Planned training schedules, prepared materials and booked necessary rooms and facilities.
- Prepared detailed training materials, ensured ease of understanding for all participants.
Complaints Handler
Nationwide Building Society
Northampton
2012.05 - 2018.05
- Managed complaint files where customers alleged mis-selling of PPI cover on Mortgage, Loan and Credit Card products.
- Responsible for own workflow and decision-making on detailed case evidence available.
- Proven ability to manage workload to ensure no regulatory breaches occurred.
- Proven ability to achieve strict and stretching targets set by Senior Management and the Governance department, whilst still maintaining quality standards.
- Proven ability to correctly refute or uphold complaints following Nationwide’s documented processes and procedures, whilst remaining mindful of caseload and strict FSA guidelines.
- Understood and adhered to Nationwide’s strict internal Governance guidelines and procedures and worked cases according to the stringent QA/QC documented models.
- All cases required extensive written and telephone contact with customers during investigation and to advise of final decision following case completion.
- Regularly tasked by Management with taking and working cases on breach date where colleagues were absent.
- Achievements:
- Consistently achieved or over-achieved on target.
- Maintained high level of quality results on all products.
- Adhered strictly to regulatory guidelines during all stages of complaint processing.
- Completed thorough documentation in Respond for each enquiry.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Communicated with customers politely, promptly and professionally.
- Managed between 3-5 cases a day.
Case Handler
Barclaycard
Northampton
2011.05 - 2012.05
- Conducted a full, fair and comprehensive investigation into PPI mis-selling complaints in line with required quality levels, managing the workload through to resolution.
- Achieved and exceeded targets on a daily basis, whilst being mindful of the strict FCA guidelines and timescales.
- Managed workload to ensure no regulatory breaches occurred.
- Following extensive investigation, made sound decisions to defend or uphold individual complaints using all available internal and external evidence, in line with company and regulatory guidelines.
- Using a complex calculator tool when upholding a complaint, calculated the redress due where applicable, including interest payable.
- Issued timely and accurate letters to customers and updated all relevant systems accordingly.
- Selected to deputise for Team Manager and attended weekly meetings and allocated work to team and collated daily statistics.
- Achievements:
- Selected as a Quality Checker to check case handlers’ letters before despatch to customers.
- Consistently achieved or over-achieved on target.
- Used as referral point for complex queries.
- Conducted thorough case investigations, leading to improved outcomes.
- Handled 7 customer queries and complaints daily
- Communicated effectively with all involved parties for successful resolution of cases.
Administration Assistant
Sydney Convention Centre
Darling Harbour, Sydney
2011.02 - 2011.04
- Accurate data entry relating to all Exhibitors and Visitors.
- Collating information for input to in-house database in order to provide MI to assess attendance levels, visitor preferences and forecasting for future exhibitions.
- Security checking and provision of passes to Exhibitors and Visitors.
- Communicated professionally with clients, cemented positive relationships.
- Maintained detailed administration and office procedures to improve accuracy and efficiency.
- Greeted customers promptly and professionally, providing friendly, knowledgeable assistance.
Administration Assistant
Health Care Fund (Private medical insurance)
Sydney
2010.11 - 2011.01
- Distribution of post to correct areas.
- Accurate and speedy processing of application forms for membership of Health Care Fund
- Maintaining confidentiality and accuracy of member information
- Handling queries from new members in a clear, non-technical manner.
- Handled sensitive information, maintained confidentiality at all times.
- Performed general clerical duties as required, contributed to overall operational efficiency.
- Maintained detailed administration and office procedures to improve accuracy and efficiency.
Administration Assistant
The Heart Foundation
Sydney
2010.09 - 2010.11
- Undertaking quality data processing observing the Supporter Services policies and procedures.
- Undertaking checking of Service Level Agreements with numerous Heart Foundation divisions.
- Handling of safe cash and cheques.
- Issuing fund receipts.
- Archiving of reports and donor information.
- Performed general clerical duties as required, contributed to overall operational efficiency.
- Resolved administrative problems by analysing information and identifying solutions.
- Handled sensitive information, maintained confidentiality at all times.
- Handled petty cash transactions, ensured proper financial management within office.
- Handled incoming calls for staff, answering questions, directing calls and documenting messages.
Complaint/Admin Handler
Santander UK
Milton Keynes
2007.06 - 2010.06
- Analysing customers’ complaint letters/faxes/emails.
- Logging complaints on to in-house Complaints system.
- Routing complaints through to relevant complaint handling teams throughout the Company.
- Acknowledging receipt of complaints to the customer in line with FCA strict guidelines.
- Processing refunds and ex-gratia payments to customers’ accounts.
- Reconciliation of daily cheques/BACS refunds to the Company accounts.
- Batching of workstreams for other colleagues.
- Achievements:
- Consistently achieved or over-achieved on target.
- Signed off for Risk Based QC checking.
- Used as referral point for complex queries.
- Carried out day-to-day duties accurately and efficiently.
- Successfully delivered on tasks within tight deadlines.
- Consistently arrived at work on time and ready to start immediately.
Customer sales assistant
Marks and Spencer Plc
Milton Keynes
2006.06 - 2006.12
- Creating a good customer experience in the busy Womenswear department.
- Ensuring an exceptionally high level of customer service was provided at all times.
- Operating the customer payment points in an efficient and speedy manner.
- Undertaking shop floor duties, dealing with face-to-face customer enquiries.
- Being agile to cover other busy areas within the store when required, such as Menswear and Food Hall.
- Managed stock level for effective store operation.
- Handled cash transactions accurately maintaining financial integrity.
- Maintained tidy sales floor to enhance shopping experience.
- Dealt with returns, ensuring customer satisfaction.
- Facilitated smooth checkout process, reducing wait times for customers.
Education
BTEC Level 2 Diploma - Care
Ousedale School
Newport Pagnell 2004.09 - 2005.07
BTEC Level 3 National Diploma - Health Studies
Northampton College
Northampton 2005.09 - 2007.07
High School -
Ousedale School
Newport Pagnell 2000.09 - 2004.07
Skills
- Empathy and reassurance
- Product information dissemination
- Working with databases
- Multitasking expertise
- Database management
- Flexible shift scheduling
- Demonstrated empathy
- Confidential information trustworthiness
- Query resolution
- Active listening skills
- Positive demeanor
- Telephone etiquette mastery
- Customer experience enhancement
- Data confidentiality practices
- Customer service excellence
- Salesforce expertise
- Conflict resolution
- Time Management
- Training development
Affiliations
- Travelling, Fitness, Food and My Family
Timeline
Customer Care Advisor
BP Pulse
2021.06 - 2026.02
Trainer/SME
Nationwide Building Society
2018.05 - 2020.03
Complaints Handler
Nationwide Building Society
2012.05 - 2018.05
Case Handler
Barclaycard
2011.05 - 2012.05
Administration Assistant
Sydney Convention Centre
2011.02 - 2011.04
Administration Assistant
Health Care Fund (Private medical insurance)
2010.11 - 2011.01
Administration Assistant
The Heart Foundation
2010.09 - 2010.11
Complaint/Admin Handler
Santander UK
2007.06 - 2010.06
Customer sales assistant
Marks and Spencer Plc
2006.06 - 2006.12
BTEC Level 3 National Diploma - Health Studies
Northampton College
2005.09 - 2007.07
BTEC Level 2 Diploma - Care
Ousedale School
2004.09 - 2005.07
High School -
Ousedale School
2000.09 - 2004.07