KERRY PILLING
Summary
I am a positive, friendly and hardworking professional, with a background in customer services for vulnerable clients. I have strong communication skills and I'm naturally an empathetic and caring person, so I have a personal motivation to build rapport with residents and foster a safe environment where they feel comfortable. I’m skilled with daily activities and have managed teams in previous roles so I have strong organisational skills and I'm capable of handling challenging situations and diffusing conflict.
Overview
11
11
years of professional experience
Work history
Reception / Customer service
the vella group
Preston
02.2025 - 04.2025
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Customer services advisor
Capita
preston, Lancashire
09.2024 - 01.2025
- Assisted vulnerable customers in managing their finances
- Ensured compliance within FCA regulations in Banking
- Complaint management and Recognition
Telephony account manager
Key group
Preston
03.2024 - 09.2024
- Delivered high level of service to clients to maintain and extend relationships for future business opportunities.
- Cultivated strong rapport with clients and stakeholders to support long-lasting partnerships.
- Addressed account inquiries and provided updated data from CRM software.
- Took inbound calls from prospective clients, offering detailed quotations and breakdown of benefits.
Insurance consultant
Howden
Fishergate Preston, Lancashire
09.2023 - 02.2024
- Resolved customer queries quickly and professionally to maintain satisfaction.
- Advised on risk and compliance factors to establish suitable insurance products.
- Selling insurance and achieving targets
Insurance Manager
Team Knowhow
Preston
05.2020 - 07.2023
- Provided change management leadership related to insurance systems and processes, guidance to coordinators, and facilitated strong working relations.
- Ensuring FCA guidelines and GDPR are adhered to. Monitored team development, setting performance objectives and providing constructive feedback for continued growth.
- Set achievable targets, motivating my team to swiftly progress and achieve in line with company goals.
- Leading and recording Meetings i.e. Absence management, disciplinaries, grievance etc. and determining an appropriate outcome.
- Managing service level ensuring calls are answered in a reasonable amount of time and ensuring all KPIs are achieved.
Insurance Agent
Team Knowhow, Preston
10.2014 - 05.2020
- processing insurance claims
- manage customer complaints in accordance with FCA guidelines. identify reasons why claims have been declined.
- investigate potentially fraudulent claims Process renewals, cancellations and refunds
- Building rapport with clients and resolving their issues.
- Selling insurance products within FCA guidelines
Pizza Chef
Black pool pleasure beach
01.2014 - 10.2014
- Specialised in creating traditional Italian-style pizzas that were praised by patrons for their authentic taste.
- Maintained strict food health, hygiene and safety standards for ongoing kitchen compliance. Minimised kitchen waste through efective recycling, composting and disposal systems.
Education
National diploma in forensic science -
Nelson and colne college
Bachelor of Science - Psychology
UCLAN
Skills
- Strong customer service skills and rapport building
- Knowledge of insurance and financial services
- Organizational skills
- Management skills
- Performance management
- Strong customer service skills and rapport building
Timeline
Reception / Customer service
the vella group
02.2025 - 04.2025
Customer services advisor
Capita
09.2024 - 01.2025
Telephony account manager
Key group
03.2024 - 09.2024
Insurance consultant
Howden
09.2023 - 02.2024
Insurance Manager
Team Knowhow
05.2020 - 07.2023
Insurance Agent
Team Knowhow, Preston
10.2014 - 05.2020
Pizza Chef
Black pool pleasure beach
01.2014 - 10.2014
National diploma in forensic science -
Nelson and colne college
Bachelor of Science - Psychology
UCLAN
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