Katie Lewis

Handled escalated customers with complex queries, including delivery failures, to ensure timely resolutions.

Outlined key customer service responsibilities

• - Payment questions and handling refunds
• - Assistance with customer service agents if management is away and off the floor.
• Assisted customers with product-related inquiries and addressed feedback and complaints to enhance their experience.
• Resolved service issues promptly to maximise customer satisfaction and loyalty.

Performed various tasks to support team operations.

• Being the first point of call for new starters, highlighting any concerns with management during their time with myself, ensuring communication is followed throughout so this can be documented correctly when needed.
• Highlighting the importance of the business proposals and how we follow this in our day-to-day career
• Monitored compliance at every step of the new starter journey and reported findings accurately.
• Demonstrated consistent hard work and dedication to achieve results and improve operations.

This role included:

• Handling and processing Key Account Customer orders
• Customer service queries such as refunds and faulty goods.
• Highlighting any customer's dissatisfaction which may lead them to contact law and raise it with our Customer Resolution Team.
• My time as an agent made me realise my passion for customer service and working with the customer to guarantee a resolution and this was shown through my empathy and my ability to listen to the customer's frustration.
• Received praise on numerous occasions from the CEO and the Customer Resolution team for delivering exceptional service during calls.
• Another time where I was recognised was for our Quarterly Business meetings where I was given a voucher by the senior leadership team for the above.

This role included:

• Empathy when required such as dealing with escalated customers or vulnerable customers.
• Empathy played a key role in those situations as signposting customers to the relevant external organisations which may be able to support them.
• Recognising signs of dissatisfaction of certain service and when needed, filing a complaint and making sure to look at all avenues of an early resolution to provide the best customer service.
• Taking inbound calls where the expectation of banking processes is needed to assist customers to answer their queries.
• During my time at the bank, I worked the hours of 3:30pm until 12am. This time was one of the busier shifts to work due to the reduced staff levels so we were expected to be as efficient as possible but still putting our all into the customer we currently had.