Jennifer Graham
Kilmarnock,East Ayrshire
Summary
Accomplished Customer Service Advisor and Manager with over 20 years experience delivering strong customer satisfaction results, strengthening relationships and contributing to company success. Motivated professional committed to providing a high-quality service for superior client experiences. Positive, infectious personality with excellent interpersonal and relationship-building skills and the ability to remain calm under pressure.
Overview
23
23
years of professional experience
Work History
Customer Service Advisor - Bank Manager Secondment
Lloyds Banking Group
Kilmarnock, East Ayrshire
07.2021 - Current
- Deliver exceptional level of service to each customer assisting them through their channel of choice and explaining benefits of alternative ways to bank.
- Identify needs of customers and refer to suitable colleagues or partners within business where appropriate.
- Experience in fraud, disputes, complaint handling and branch risk activities.
- Extensive cash handling, counter, bulk cashier and ATM knowledge and experience.
- Seconded to Level C Manager in branch from October 2023 with additional responsibilities including:
- Devise, plan and roll out of enhanced branch choreography, ensuring colleagues are available to assist customers when and where required.
- Coaching and continuous development of colleagues leading to consistently high levels of customer satisfaction.
- Delivering induction program to new colleagues and supporting them through their training within branch.
- Branch risk activities and key holder responsibilities.
- Coordinated colleague training, promoted culture of personal development within the team.
- Fostered a cooperative working environment through effective leadership techniques.
- Managed and resolved customer complaints promptly, ensuring fair outcome for customer
- Enhanced customer satisfaction by developing strong relationships and understanding individual needs.
- Managed daily branch operations and line manager responsibility for eight colleagues
HR and Administration Manager
JT Music Scotland LLP
Hamilton and Strathaven, South Lanarkshire
10.2016 - 12.2022
- Oversee running of 2 music studios providing music tuition to over 250 pupils from age 4.
- Responsible for on boarding, training, development, appraisals, grievance and disciplinary of all employees.
- Scheduling of all lessons and communicating via email, phone and in person with teachers and pupils to ensure high level of service.
- Created policies and procedures for company and delivering company-wide training to employees.
- Mental Health in Workplace ambassador and Healthy Working Lives Representative
Customer Service Agent
ERS Connect
Glasgow, North Lanarkshire
01.2015 - 11.2017
- Professional delivery of high quality patient reminder calls to NHS patients and customers from variety of health boards throughout UK.
- Managed over 50 patient calls per hour.
- Utilising caring and understanding nature to ensure high level of customer service and communication at appropriate level.
- Remaining fully vigilant of all aspects of data protection.
Contact Centre Customer Service Advisor
Scottish Mututal/Abbey/Santander/Capita
Glasgow, North Lanarkshire
01.2002 - 03.2011
- Communicating with customers including scheme members, trustees and financial advisors and processing pension contributions in line with pension regulations.
- Reconciliation of accounts on daily basis.
- Answering inbound calls from variety of stakeholder in relation to pension policies and complaint handling.
- Ability to work under pressure and meet agreed timescales for internal and external clients and ensure all calls were handled in timely and effective manner.
- Collation and processing of daily statistics in relation to calls handled and timescales met.
- Answered customer requests with friendly, knowledgeable service and support.
- Built strong rapport with customers increasing satisfaction rates.
- Oversaw training of new team members and mentored each to promote productivity, accuracy and friendly service.
Education
Bachelor of Arts - Leisure Management
Glasgow Caledonian University
Glasgow07.2000
Skills
- Complaint handling and resolution
- Exceptional communication
- Problem solver
- Adaptive team player
- Customer service expert
- Microsoft Office
- Results oriented
- Good Listening Skills
Timeline
Customer Service Advisor - Bank Manager Secondment
Lloyds Banking Group
07.2021 - Current
HR and Administration Manager
JT Music Scotland LLP
10.2016 - 12.2022
Customer Service Agent
ERS Connect
01.2015 - 11.2017
Contact Centre Customer Service Advisor
Scottish Mututal/Abbey/Santander/Capita
01.2002 - 03.2011
Bachelor of Arts - Leisure Management
Glasgow Caledonian University
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