Kerry Frost
Hawick,Scottish Borders
Summary
Experienced Customer Services Advisor with Santander for 22 years, working within a dynamic and fast-paced community focused local bank. Recognised for achieving high levels of customer satisfaction and resolving customer queries promptly. Strong cash handling skills and achieving quality risk standards. Skilled in building rapport with customers, identifying needs, and referring customers onwards to colleagues. Confident handling inbound and outbound telephone calls . Motivated team player with strong organisational skills. Friendly and outgoing with a passion for helping others. Flexible, adaptable and forward thinking.
Overview
37
37
years of professional experience
Work History
Customer Service Advisor
Santander
Hawick, Scottish Borders
04.2002 - Current
- Dealing with customers face to face on the counter, front of house and on the telephone on a daily basis.
- Focused on achieving high levels of customer service.
- Handling cash in the branch and taking responsibility for balancing the branch daily.
- Providing detailed information about products and services to existing and new customers and referring on to specialist colleagues.
- Ensuring confidentiality at all times and adherence to all risk standards,
- Monitored team's adherence to company processes to ensure standards are maintained at the highest level.
- Participated in regular training to maintain up-to-date knowledge on company policies and processes.
Deputy Manager
International
Galashiels, The Scottish Borders
01.2001 - 03.2002
- In charge of 10 staff running a department store,
- Daily running of the cash and end of day cash banking.
- Managing the preparation of wages.
- Managed shift schedules efficiently, ensuring smooth daily operations even during peak hours.
- Developed innovative sales strategies, resulting in increased revenue for the store.
- Made sure merchandise was displayed attractively, leading to increases footfall.
Deputy manager
Krackers Shop
Galashiels, The Scottish Borders
01.2000 - 01.2001
- Responsible for 10 staff.
- Duties included all ordering of inventory for the shop.
- Organising staff rotas
- Preparation of wages.
Charge hand
Colourbox
Lauder, The Scottish Borders
01.1988 - 01.2000
- Dealing with the every day running of block schedules and responsible for reaching weekly and monthly production targets.
- Supervised 3 team members, allocating workloads and managing resources.
Education
Some College (No Degree) - Three O'Grades in Sec Studies, PE And Geography.
Earlston High School
Earlston05.1988
Skills
- Highly commended organisational skills
- Excellent relationships with customers and colleagues
- Strong communication skills with the ability to listen and respond positively
- Ability to execute tasks quickly and to a high standard
- Self motivated and forward thinking
- Excellent telephony skills both inbound and outbound
- Able to work independently and as part of a team
- Strong cash handling skills
Timeline
Customer Service Advisor
Santander
04.2002 - Current
Deputy Manager
International
01.2001 - 03.2002
Deputy manager
Krackers Shop
01.2000 - 01.2001
Charge hand
Colourbox
01.1988 - 01.2000
Some College (No Degree) - Three O'Grades in Sec Studies, PE And Geography.
Earlston High School
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