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
Penicuik01.2014
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