Hi, I’m
Jordan Vincent Hale
Warrington
Summary
Highly motivated and results-driven professional with several years of experience in Insurance, Finance, Governance, customer service, and team leadership. Demonstrated ability to develop and execute successful strategies in order to meet organizational objectives. Skilled in organizing and managing multiple project priorities, while ensuring quality and accuracy. Proven ability to develop and maintain relationships with external stakeholders and internal teams. Adept at using various software tools to track progress and maintain project visibility. Experienced in analyzing data and providing valuable insights to enhance operational efficiency. Exceptional communication and interpersonal skills with the ability to build strong and lasting relationships. Due to the length of time at Currys and a relocating into the town centre post-covid, I decided to move into more face-to-face hospitality work. My responsibilities ranged from bartending, bar supervising, social media and marketing, and I have thoroughly enjoyed working within the industry over the summer. Going forward I am eager to return to the corporate environment to continue my professional growth and take on new challenges.
Overview
10
years of professional experience
Work history
Hideout TIK LTD, The Good Bar Company LTDWarrington
Bar Staff Member
01.2023 - Current
Job overview
- Maintained bar stocks, replenishing daily as necessary.
- Performed bar closing duties, thoroughly cleaning, sanitising and replenishing stock.
- Engaged with guests to create positive rapport, encouraging loyalty and repeat visits.
- Prepared mixed drinks and poured wine, beer and non-alcoholic beverages within target service timeframes.
- Shuffled drink bottles and glasses to create attractive displays.
- Secured high-value products in locked cabinets, minimising damage and theft.
- Handled and moved supplies between stores and bars for restocking and storage.
- Changed beer kegs safely and efficiently, consistently following health and hygiene guidelines.
- Planned and informed customers of new menu items for purchase.
- Trained and supervised junior staff to maintain service standards.
- Retained in-depth bar and menu item knowledge, providing expert recommendations to suit guest taste.
- Collected cash payments, processing and providing correct change and receipts using Point Of Sale (POS) systems.
- Adjusted lighting and music, creating entertaining atmosphere.
CurrysWarrington
Senior Customer Experience Executive / FOS Case Handler
05.2020 - 07.2023
Job overview
- Handle and produce FOS cases for the business's we oversee in the UK and ROI (Currys, Carphone Warehouse, Team Knowhow, EE, RBS, NatWest, HSBC)
- Handle escalated Insurance and Finance complaints by considering a logical, empathetic approach whilst maintaining a fair customer/business approach to all cases
- Liaise with the Financial Ombudsman Service (FOS) on all current, past and new cases
- Provide regular updates to all internal and external stakeholders on any FOS cases and decisions
- Provide regular feedback to the business, internal and external stakeholders, as well as the front-line teams to ensure our approach to our cases remains consistent whilst adhering to strict regulatory requirements
- My ability to connect with a vast array of people on many different levels has allowed me to be extremely successful being able to influence set agendas and goals
- Complete root cause analysis on all cases escalated to the FOS and implement any process/policy/behavioral changes required to ensure we are keeping our customers for life.
- Reviewed processes and practices regularly to achieve business goals.
- Delivered feedback constructively to enhance staff performance.
- Documented department data and compiled accurate reports.
- Took ownership of escalated customer issues and followed through to resolution.
- Analysed statistics and KPIs to identify potential service improvements.
- Recognised issues and implemented corrective actions for continual improvement.
- Advised management of customer service trends, creating proactive strategies to maintain best practices.
Dixons Carphone
Customer Experience Executive
03.2018 - 05.2020
Job overview
- Handle escalated credit and leasing complaints by considering a logical, empathetic and customer focused approach in all cases and provide outstanding customer service and support whilst adhering to strict regulations put in place by the FCA
- Strong relationship building with both business and consumer customers case management of complaints and where I ensure end-to-end communication with my customers via telephone, e-mail and letter
- Good understanding of regulation and the ICOB rules, in particular DISP rules in relation to complaints handling
- Built and maintaining an excellent working relationship with our external stakeholder ThinkSmart as well as the internal Management and Senior Management Teams
- When required, I assist with weekly reporting and provided updates and feedback to ThinkSmart on conference calls and via email to improve our customers journey
- Built and maintained strong relationships with peers on other complaints teams
- Initiated and completed a remediation of 100 ThinkSmart complaints which was presented to our stakeholders
- Identified a potential risk with the sale of Flexible Leasing products and predicted an increase in complaint volumes
- As a result, I was involved in the implementation of a process change to ensure a fair resolution for these customer complaints
- The percentage of complaints upheld in the customers favour increased from 4% to 92% across all leasing complaints in 12 months and for Flexible Leasing alone, increased from 30% to 74% between August 2018 and February 2019
- Upskilled and supported two team members to effectively handle ThinkSmart business complaints
- Work closely with the Senior Customer Experience Team on a regular basis to ensure that the correct complaint outcomes are being provided to my business customers
- Presented a video presentation to our stakeholders providing an update on the changes and outcome of the process changes to our handling of Flexible Leasing complaints
- Demonstrated leadership skills by looking after my team in my Team Managers absence as well as taking ownership of daily administration tasks
- Review complaint outcomes for my colleagues on a daily basis to ensure that we are delivering consistent outcomes to our customers and as a result treating customers fairly
- Support our FOS Team in completing timelines and case files for Dixons FOS outcomes
- Upskilled to work ROI and Team Knowhow complaints
- Visited our Sheffield Contact Centre to provide support on ROI complaints and also created and implemented a guide to help my colleagues when logging and dealing with ROI complaints effectively; this significantly reduced the percentage of complaints being logged incorrectly
- Point of contact for our Sheffield Contact Centre for any queries regarding the logging and handling of regulated complaints
- Selected to attend external stakeholder meetings
Dixon's
Customer Resolutions Executive
06.2016 - 03.2018
Job overview
- Carphone, EE Insurance Campaign, Handled escalated insurance complaints by considering a logical, empathetic and customer focused approach in all cases and provide outstanding customer service and support
- Supported my Team Manager by delivering coaching sessions for all Customer Experience and Resolution Executives to ensure that plans were put into place to change/enhance behaviours in order to achieve compliance targets of 90%
- Adhering to strict regulations put in place by the FCA
- Ability to think outside of standard processes to find the right and appropriate solution for our customers
- Dealing with small business and large corporate accounts
- Supported our FOS Team in completing timelines and case files for EE FOS outcomes
- Tracking my own performance and constantly trying to improve to obtain super stretch targets
- Adherence to strict quality measures and consistency achieving above
- Keeping an end to end audit trail of every customer contact and resolution to ensure we remain 100% compliant throughout all of our processes
- Provided support to new starters within the team as well as floor walking to support the Contact Centre on their complaint handling
Dixon's Carphone, EE Insurance Campaign
Customer Service Agent
02.2016 - 06.2016
Job overview
- Experience, dealing with enquiries, processing insurance claims, data capture - as well as a number of administrative and 'back office' tasks.
British Gas CampaignWarrington
Sales Agent
02.2014 - 02.2016
Third Party InsuranceWarrington
Customer Service Advisor
10.2013 - 01.2014
Education
Lysander High School
Diploma & Functional Skills
University overview
Creative & Media
Warrington
Hairdressing Diploma
Skills
- Experienced in using Microsoft software, Internet and Email
- Problem solving
- Customer relations
- Positive attitude
- Naturally clean & tidy within my environment and also with my personal appearance
- Employee management
- Performance improvement
- Excellent punctuality
- Organised and efficient
- Great attention to detail
- High-quality understanding of FCA regulations
- Third party and stakeholder engagement
- Database management
- Appointment scheduling
- Developing presentations
- Social media knowledge
- Letter writing
- Report analysis
- Fantastic customer service and objection handling skills
- Effective negotiation and persuasion skills and I am comfortable with dealing with customers both verbally and in writing
- Able to handle and manage objections and is able to manage difficult conversations with both customers and colleagues in a professional manner
Interests
Music, Reading, Social Media, Marketing, Technology, Problem Solving
References
TIKI Hideout LTD - Chloe Roebothom (Manager) - 07808035159
The Good Bar LTD - Cate Jones (Manager) - 07434006773
Currys LTD - Jackie Green (Manager) - 07976231246
Timeline
Bar Staff Member
Hideout TIK LTD, The Good Bar Company LTD
01.2023 - Current
Senior Customer Experience Executive / FOS Case Handler
Currys
05.2020 - 07.2023
Customer Experience Executive
Dixons Carphone
03.2018 - 05.2020
Customer Resolutions Executive
Dixon's
06.2016 - 03.2018
Customer Service Agent
Dixon's Carphone, EE Insurance Campaign
02.2016 - 06.2016
Sales Agent
British Gas Campaign
02.2014 - 02.2016
Customer Service Advisor
Third Party Insurance
10.2013 - 01.2014
Lysander High School
Diploma & Functional Skills
Warrington
Hairdressing Diploma
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