Jack Kelso

Customer Service: Maintain professionalism and empathy while handling difficult conversations to preserve client relationships, this is particularly useful when handling conversations with customers that may be in a vulnerable position.

Conflict Resolution: Adept at de-escalating tense situations and resolving disputes diplomatically.

Time Management: Manage a high volume of accounts efficiently while prioritising high-risk or high-value cases.

Payment Plan Structuring: Skilled at assessing debtor financial situations and setting up realistic repayment arrangements.

Debt Recovery & Negotiation: Proven ability to recover outstanding debts through effective negotiation and resolution strategies.

Empathy & Emotional Intelligence: Uses emotional intelligence to build rapport with clients while maintaining firm collection objectives.

Team Collaboration: Works well in a team setting, collaborating with Student finance, and customer service departments to resolve disputes.

Hitting targets: Consistently met and exceeded QA targets and after-call work standards as a Repayment Officer, resulting in the regular attainment of monthly performance bonuses. Recognized for accuracy, compliance, and efficiency in handling high call volumes.

• Resolved customer issues using strong interpersonal skills and conflict resolution techniques.
• Assisted customers with product complaints, logging issues for investigation and providing replacement items.
• Maintained spotlessly clean sales floors, organising merchandise for visually-appealing displays.
• Worked closely with a team of colleagues in order to solve problems and provide positive shopping experiences for customers.
• Multiskilled in various departments throughout shop.
• Due to possessing good communication skills and patience. I am often trusted with training new colleagues.

• Completed small number of shifts on temporary basis, collecting and cleaning table and glassware.