India Hammond

Previous worked in VAS, Inbound Sales, Outbound Retention & Inbound Retention so have experience in these roles and currently work in HomeServe Repairs, Warranty, Walsall Service and FNOL (Boiler Service).

Some things I have done include:

• Helped training for HSR new starters – L&D reached out for me and asked for my support joining in on training sessions and giving advice to the new starters in the team due to my wealth of knowledge.
• Floor-walking to support colleagues not only on HomeServe Repairs but new colleagues coming in recently doing Walsall Service. As well as previously floor walking for VAS and Retention to help support new starters.
• Made a part of the original WOW team for VAS due to my consistent performance and also part of WOW team in Retention due to my performance in this role.
• Admin duties to help support the current HomeServe Repairs team including responding to contractor emails, adding quotes to system, chasing up quotes from contractors/engineers, updating the Boiler Health Check sheet to ensure that all policies are up to date, assisting with queries from other departments, creating spreadsheets (including creating an engineer spreadsheet that was shared department wide and all the team now work off), creating new calculators for colleagues, checking BHC jobs to make sure they have been completed, sending external emails including quotes, invoices and reports (when other support is unavailable).
• Participated in regular training to maintain up-to-date knowledge on company products and policies. All CBTs are completed and upto date
• Chasing back payments for customers whose payments had not been debited during the switch over – managing the spreadsheet for this and managing calls managing to claw back over £20,000 for the business
• Assisting previously with Risk & Compliance, wanted to find out more about the role so came in on my own time to do this before and after my shift.
• Side by side coaching with other agents heads of business. Helping my colleagues to give extra support and advice when needed. (You can see a thank you card regarding this below)
• Leading Team Meetings – ensuring all briefs have been delivered to colleagues and making them as interactive as possible. (You can see a thank you card for this below).
• Supported the Team Manager during holiday. Helping the team with queries and questions, providing support, managing all admin duties whilst still taking calls and doing my current role.
• Provided support during system outage at the Aston recovery site · Completed all training given including recently paws for claws (complaints training)
• When the inhibitor jobs went live – we had not been briefed on this but the engineers had so I had taken this upon myself to raise to the correct teams and then worked alongside them to create briefing and scripts for this and ensure that all the team were briefed and ready and supported to take calls.
• First Aid trained and Fire Marshall trained.
• Supported with any projects alongside Operational Improvement, not only letting them sit in with me to provide insights but also helping with the projects that were released after including supporting the Gas Council number trial and the BHC quotable repair trial and support on Engineer line as well as supporting the new Pegasus roll out when it goes live.
• Doing all of the above whilst still performing well in my current role taking calls and ensuring that I am providing exceptional customer service to all of our customers, going above and beyond. This includes 94% green call outcomes in 2024.
• Helping to support Customer First with booking in jobs for our most vulnerable customers. Won 2 customer stories in 2024 for going above and beyond for our vulnerable customers.
• Was nominated by my peers and won the
• Always make sure I am overachieving on all KPIs regarding AHT, ACW, Adherence etc. Answering customer telephone calls promptly and efficiently improving on-hold wait times.
• Assisted customers with varying questions using product knowledge and service expertise.
• Answered 50+ telephone calls per day with professionalism.
• Recorded information about inquiries and complaints within internal database.
• Consistently achieved service rating targets, managing customer enquiries with personalised care and attention.
• Adhered strictly to policies and procedures for continued company compliance.
• Employed active listening and product expertise to successfully resolve inbound queries.
• Improved customer satisfaction by effectively handling complaints and inquiries.
• Streamlined processes through efficient record keeping.
• Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
• Assisted customers in making informed decisions by providing detailed product information. Followed scripting providing appropriate information to customers.
• I was nominated by my colleagues and won the People Promise awards in December 2023 for the work I do in my current role and the support I have given them (I was chosen as the winner from the whole of the Contact Centre)

● Utilising my time management and organisational skills to effectively manage customers orders.

● Recorded accurate and efficient records in the customer database.

● Created, designed, pitched and implemented a new paperless ordering system.

● Supported other departments to meet business demands and needs, working in both outbound sales and administration.

● Created and delivered training to new starters coming in to the business. Delivering both classroom based training and side by side coaching until they gained full competence in the role.

• Short term contract to cover a seasonal sale.
• Working in a fast paced environment during a busy period dealing with any customers queries and ensuring all deliveries are processed correctly in a timely manner.
• Maintained neat and clean store areas in line with health and safety policies.
• Organised stock based on rotation requirements and expected use.
• Received and unpacked product deliveries, performing stock counts to verify correct quantities of items.
• Organised product displays in accordance with store guidelines and promotional events.

• Maintained cleanliness of checkout area for an organised and professional environment.
• Assisted with cashier close-down by counting drawer change and processing vouchers.
• Ensured price accuracy by careful scanning of items at the checkout point.
• Assisted customers to find products, enhancing their shopping experience.
• Engaged in pleasant chit chat for friendly and personalised service.
• Minimised long register queues by completing sales transactions quickly and accurately.
• Followed company policies strictly while dealing with age-restricted items sale.
• Handled cash and card payments with precision, maintaining customer confidentiality and discretion throughout.
• Helped maintain stock levels on shop floor during quiet periods serving overall operational efficiency.
• Scanned products quickly, memorising codes and prices for unmarked products.
• Helped customers to pack away shopping for improved customer experience.
• Counted change correctly and issued customer receipts.

• Worked with bar management to implement and enforce responsible drinking practices.
• Ordered supplies keeping optimum stock levels, avoiding overstocking or under-stocking situations.
• Monitored bar equipment maintenance to avoid operational disruptions during service hours.
• Ensured a safe environment by strictly adhering to health and safety regulations.
• Maintained knowledge of drinks promotions, pricing and menu changes, offering customers up-to-date, reliable advice.
• Engaged with guests to create positive rapport, encouraging loyalty and repeat visits.
• Performed bar closing duties, thoroughly cleaning, sanitising and replenishing stock.
• Handled difficult customers tactfully, ensuring minimum disruption to other guests.
• Adhered to licensing regulations, maintaining the reputation of the establishment.
• Collected cash payments, processing and providing correct change and receipts using Point Of Sale (POS) systems.
• Trained staff for improved service quality and professionalism.
• Collaborated with management on special events and theme nights generating fresh interest among patrons.
• Greeted customers by name, remembering drinks selections and special requests to provide attentive, personalised service.
• Scheduled shifts for staff members for efficient operation of the bar.
• Checked identification of customers to enforce age restriction laws on alcohol consumption.

• 2 weeks work experience whilst still studying at school.
• Helped roll out a new HR system which included transferring manually sensitive data from one system to the other ensuring no errors were made.
• Helping translate documents.
• Other administrative duties as required.
• Assumed responsibility of receptionist duties whilst necessary staff were on breaks/lunches.