Jadene Bartlett
Leeds,ENG
Summary
As a customer-focused professional, I excel at problem-solving and meeting high standards. I have experience dealing with both over the phone and face-to-face complaints and interactions with customers. My communication skills and rapport building expertise allow me to establish meaningful relationships and navigate fast-paced environments with ease.
I am a motivated individual who approaches tasks with determination and diligence. My work ethic and exceptional attention to detail make me a reliable candidate for achieving objectives optimally. I thrive in team environments that motivate me to deliver high-quality work, whilst also confidently using my initiative when working alone, to achieve common goals and excel in my role. Adapting to different work environments comes naturally to me, as I enjoy learning new skills.
Overview
6
6
years of professional experience
Work history
Collections Advisor
First Locate
Leeds, West Yorkshire
09.2024 - Current
- Daily managing daily inbound and outbound call operations, ensuring efficient handling of customer inquiries and concerns.
- Daily monitoring overdue accounts, initiating effective recovery strategies.
- Daily adhering to the TEXAS model framework when assisting vulnerable customers, ensuring appropriate care and compliance.
- Daily achieving positive customer relations by addressing concerns promptly and professionally.
- Assessing customers' financial situations, including income, expenditure, benefits, and personal circumstances such as health, disabilities, and living conditions.
- Identifying signs of vulnerability and accurately inputting data into the Priority Service Register (PSR) to ensure appropriate support.
- Resolving collections complaints daily, addressing disputes related to overdue balances, liability, live and final bills, meter readings, pricing schemes, and contractual terms.
- Daily delivering exceptional customer service, maintaining a calm and professional demeanour in challenging situations.
- Contributing to team success by sharing best practices, supporting colleagues, and adapting to changing client requirements.
- Daily performing debt collection activities in strict accordance with Financial Conduct Authority (FCA) guidelines and industry standards.
- Daily handling a high volume of calls and manage multiple customer queries simultaneously through effective multitasking with both internal and external systems.
- Ensuring strict compliance with company policies and procedures to maintain regulatory standards.
- Providing quality service with empathy and rapport-building, offering tailored advice to support customers effectively.
- Daily negotiating customers repayment plans, balancing their financial circumstances with business objectives whilst maximising early payments to reduce debt recovery time and manage outstanding debts effectively.
- Maximising customer tracing success using multiple intelligent sources and investigative techniques.
- Achieving collection targets whilst maintaining quality customer relationships.
Customer Solutions Specialist
Age Partnership
Leeds
10.2023 - 06.2024
- Communicating effectively via telephone and emails.
- Handling high volumes of inbound and outbound calls daily with accuracy and efficiency for optimum productivity.
- Daily building strong client relationships with compassionate and empathetic support.
- Daily utilising expert negotiation skills to secure bookings, whilst providing excellent customer care throughout.
- Daily listening proactively whilst handling calls, engaging in 121s and team meetings; setting high sales bookings and performance standards whilst also providing solutions to problems.
- Applied expertise in telephony-based customer solutions to enhance service efficiency and client satisfaction for equity release, pensions, and mortgages setting up bookings and directing clients to the appropriate departments for further assistance.
- Adhering to industry regulations such as FCA and compliance standards, ensuring accurate and complete documentation and records.
- Acquiring comprehensive knowledge regarding Equity Release, Pensions or Mortgages, and successfully conveying concepts in a clear and understandable manner to customers.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
Front of House Team Member
Barburrito
Leeds
05.2022 - 09.2023
- Daily providing exceptional customer service through professionally greeting and assisting customers in a fast-paced environment.
- Daily utilising cash registers and POS systems to request and record customer orders and third party delivery receipts.
- Successfully delivered on tasks within tight deadlines such as ensuring all equipment was operational and food preparation areas were clean and stocked whilst managing 'chicken hour' ensuring timely preparation and cooking of high quality chicken to meet daily service demands.
- Assisted in stock management, including receiving and organising deliveries.
- Collaboratively worked with the back of house team to ensure efficiency and consistent food quality during peak hours whilst also achieving team targets.
- Effectively utilising training procedures to improve employee performance within a team.
- Daily complying with food safety regulations by maintaining health and safety standards. This involved frequent: food probing, and quality management.
- Dealing with customers queries via telephone using product knowledge and service expertise.
- Daily handling in-store customer complaints to maintain first-class customer service standards.
- Helped train new staff on opening procedure and food preparation techniques.
Sandwich Artist
Subway
Leeds
03.2021 - 05.2022
- Daily cleaning food preparation areas thoroughly, and maintaining cleanliness of kitchen appliances to ensure that hygiene standards are adhered to.
- Controlling food costs by adhering to the company's portion control policies.
- Daily preparing sandwiches and other menu offerings in line with quality, portion and timeframe targets.
- Daily communicating with customers to clearly discuss the menu and providing accurate information regarding the customers' dietary needs and allergy requirements. Along with confidently upselling products and seasonal items/promotions.
- Fulfilling my duty as Key Holder by completing store closing procedures (such as, locking up the store at the end of the day).
- Daily processing sales, exchanges and refund transactions efficiently to reduce customer waiting times. Along with efficiently handling cash and credit card payments.
Customer Assistant (Christmas Temp)
Tesco Extra
Leeds
12.2019 - 12.2019
- Daily maintained and replenished stock according to store merchandising layout, ensuring consistent product availability.
- Daily interacting with customers and building positive customer rapport to provide exceptional customer service thus improving customer experience.
- Daily advising customer through identifying their needs and making appropriate product recommendation to enhance levels of customer support and service.
- Adhering to the store health and safety standards, therefore ensuring the store is up to company standards with regards to cleanliness, neatness, and customer accessibility.
- Daily practising safe and secure stock handling methods to reduce product damage and loss.
Education
GCSEs - Maths, Science
Allerton Grange School
Leeds 09/2011 - 06/2016
GCSEs - English
Leeds City College
Leeds 09/2019 - 07/2020
NVQ Level 2 - Access to Higher Education Health Science
Leeds City College
Leeds 09/2019 - 07/2020
NVQ Level 2 - Health & Social Care, Employment Responsibilities & Rights
YMCA Training
Leeds 09/2016 - 05/2017
NVQ Level 2 - Administration (Business Professional), English Functional Skills
Aspire-Igen
Leeds 09/2017 - 07/2018
Skills
- Outstanding Customer Service & Rapport Building
- Organisational & Self Management
- Strong Communication & Problem Solving
- Mathematically Literate
- Exceptional Attention to Detail
- Complaint Handling
- Administration & Data Entry
- Computer Literate
- Telephone customer service
References
Available upon request.
Timeline
Collections Advisor
First Locate
09.2024 - Current
Customer Solutions Specialist
Age Partnership
10.2023 - 06.2024
Front of House Team Member
Barburrito
05.2022 - 09.2023
Sandwich Artist
Subway
03.2021 - 05.2022
Customer Assistant (Christmas Temp)
Tesco Extra
12.2019 - 12.2019
GCSEs - Maths, Science
Allerton Grange School
09/2011 - 06/2016
GCSEs - English
Leeds City College
09/2019 - 07/2020
NVQ Level 2 - Access to Higher Education Health Science
Leeds City College
09/2019 - 07/2020
NVQ Level 2 - Health & Social Care, Employment Responsibilities & Rights
YMCA Training
09/2016 - 05/2017
NVQ Level 2 - Administration (Business Professional), English Functional Skills
Aspire-Igen
09/2017 - 07/2018
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