Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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Joshua Mutch

Penicuik

Summary

Customer Experience Specialist with a proven track record at Motability Operations, excelling in customer feedback management and conflict resolution. Adept at utilizing CRM software to enhance service quality, I inspire teams to achieve excellence while adapting to evolving challenges. Committed to delivering outstanding results and improving customer journeys.

Overview

7
7
years of professional experience

Work History

Customer Experience Specialist

Motability Operations
Edinburgh
02.2023 - Current
  • Delivering an outstanding customer experience while regularly meeting and exceeding company targets and expectations.
  • Using my skills in problem-solving, emotional need-finding, and communication to meet my customer's high expectations when interacting with me.
  • Inspiring teammates to rise to my level of performance, while sharing best practices and encouraging them to do more.
  • Seeking additional responsibilities to expand my knowledge and further my development within my role.
  • Adaptability in communication.
  • Embracing an ever-changing environment, constantly developing to improve customer journeys.
  • Fluent in the Office suite and comfortable with all modern technology.
  • Managed customer feedback to improve service quality and enhance satisfaction levels.
  • Utilized CRM systems to track customer interactions and maintain accurate records.
  • Assisted in designing new strategies for improving the overall customer journey.

Full time carer

11.2020 - 02.2023
  • Administered medication according to prescribed schedules.
  • Assisted with daily living activities such as bathing, dressing, eating, and mobility.
  • Provided companionship to reduce loneliness and isolation.
  • Performed household tasks such as laundry, cleaning, shopping, meal preparation.
  • Transported to medical appointments and other errands.

Application Fraud Investigator

TSB
Edinburgh
01.2019 - 11.2020
  • Investigated fraudulent activities using advanced analytical tools and software.
  • Recognized emerging trends in fraudulent behavior by analyzing historical data points.
  • Reviewed transaction patterns to identify potential risks and suspicious behavior.
  • Collaborated with law enforcement to gather evidence for fraud cases.
  • Incredibly detail-oriented work, with high levels of focus, to perform background checks on customers.
  • Checking identity documents and delivering excellent customer experiences via telephony.
  • Worked hard as part of a team to meet company expectations and goals.

Education

Scottish Higher -

Beeslack Community High School
Penicuik
01.2014

Skills

  • Customer feedback management
  • Regulatory compliance
  • Call documentation
  • Data analysis
  • CRM software
  • Excellent communication skills
  • Excellent conflict resolution skills
  • Problem-solving with strategic thinking
  • Organizational skills with high attention to detail
  • Time and workload management
  • Self-motivation
  • High attention to detail

Affiliations

  • Keen guitarist, I have played acoustic guitar since primary school
  • Regularly exercise, taking up weightlifting as a new hobby
  • Spend time volunteering for local charities. Recently volunteered for ECHS.
  • Spend time with family and friends

Timeline

Customer Experience Specialist

Motability Operations
02.2023 - Current

Full time carer

11.2020 - 02.2023

Application Fraud Investigator

TSB
01.2019 - 11.2020

Scottish Higher -

Beeslack Community High School

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Joshua Mutch