Summary
Overview
Work history
Education
Skills
Timeline
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Katie Jones

Summary

I am a people orientated person looking to take my skillset and knowledge and apply it to the next chapter of my career within Santander.

Overview

20
20
years of professional experience
5
5
years of post-secondary education

Work history

Customer Experience Consultant

Santander
Nottingham, Nottinghamshire
09.2008 - Current
  • Mortgage knowledge and a keen interest in mortgages.
  • Before the role was rebranded I was the first port of call before customers saw the mortgage advisor. I performed MACs in branch and had knowledge of lending policy. I hosted First Time Buyer events in branch for 'Events in a box'.
  • Excellent telephone skills gained through Voice in branch.
  • Offer prompt solutions to maintain customer satisfaction.
  • Delivering prompts and helping the bank achieve its commercial output.
  • Offer detailed and factual information on product and service benefits.
  • Schedule and perform customer appointments
  • Keep abreast with latest product developments to inform our customers.
  • Coach and train team members to increase productivity and growth.
  • Handle requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
  • Adhere strictly to policies and procedures for continued company compliance.


Telephone consultant

Specsavers Opticians
Nottingham, Nottinghamshire
07.2007 - 07.2008


  • Provided warm, professional customer support with exceptional efficiency for maximised satisfaction ratings.
  • Minimised queue wait times.
  • worked to target to ensure customer retentions

Customer Service Advisor/ Counter Supervisor

Northern Rock
Nottingham, Nottinghamshire
07.2003 - 07.2007
  • Responsible for leading the counter team.
  • Responsible for balancing the branch.
  • Worked to target in referring customer leads to both the Mortgage Advisor and Financial Advisor in branch.
  • Adhered strictly to policies and procedures for continued company compliance.
  • Scheduled customer appointments and sent reminders to maintain active schedule.
  • Offered detailed advice on product and service benefits.
  • Offered prompt solutions to maintain customer satisfaction.
  • Managed high-volume customer queries simultaneously through effective multitasking.
  • Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.

Education

7 GCSEs Grades B-C including English and Maths -

Chilwell Comprehensive School
Nottingham
09.1993 - 05.1998

Skills

  • Advanced product knowledge
  • Excellent telephone skills
  • Knowledge of Lending Criteria
  • Excellent attention to detail
  • More than 19 years experience in the Banking Industry
  • Excellent customer service skills


Timeline

Customer Experience Consultant

Santander
09.2008 - Current

Telephone consultant

Specsavers Opticians
07.2007 - 07.2008

Customer Service Advisor/ Counter Supervisor

Northern Rock
07.2003 - 07.2007

7 GCSEs Grades B-C including English and Maths -

Chilwell Comprehensive School
09.1993 - 05.1998

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Katie Jones