Kirsty Travers
Airdrie,Lanarkshire
Summary
Skilled Customer Service ambassador, with history of building customer satisfaction and loyalty by delivering first-class support and service.
Talented in troubleshooting problems with excellent analytical and problem solving skills.
Team player offering 18+ years in customer focussed environments.
Empathetic professional with strong complaint handling expertise.
I will take on difficult enquiries to learn from, and insure the best outcome for the customer and the company.
Diffuse conflict and convert customers through active listening and rapport building. Exceeds targets by delivering consistent service.
I have the ability to adapt very quickly in an ever changing environment, including implementing system and process changes.
I enjoy a challenge everyday, and like to know that I am fully competent in all aspects of my role in order to be able to confidently complete any tasks assigned to me.
I take feedback on and am familiar with regular one to ones to insure I remain an asset to any team.
Overview
19
19
years of professional experience
5
5
years of post-secondary education
Work history
Customer Service Advisor Accredited
Bank of Scotland
Airdrie, Lanarkshire
2008.01 - Current
- I currently handle all enquiries with a friendly, knowledgeable service and support, continually achieving positive customer feedback.
- I offer detailed information on product and service benefits, therefore having to keep up to date with product knowledge.
- I manage a high-volume of customer queries simultaneously through effective multitasking. As I cover all areas within the branch I am able to manage demand very well. This can mean having to delegate tasks to help with the choreography in the banking hall.
- I have helped new staff acclimate to branch life and mentored on strategies for success, also sharing my success in having quality conversions.
- More recently I have developed my role into to include Bereavement and Power Of Attorney registrations.
- Process high-value payments with meticulous accuracy. Paying close attention to any risk involved in order to protect the customer, and the Bank. This also means keeping up to date with current risk processes.
- Respond promptly to enquiries from staff via email, post and PEGA systems.
- Handle customer complaints, providing appropriate solutions to guarantee positive outcomes.
- As fully accredited savings Advisor I have a diary each week, where I conduct face to face interviews to review savings accounts already in place or open new accounts if needed. This also involves referrals to other colleagues where an opportunity for a benefit to the customer may arise.
- I am trained to discuss Wealth with my customers providing they meet the criteria for a referral.
- Working on the counter dealing with all cash related transactions. Following correct identification, cash limits and always following money laundering regulations.
- Record and process customer data accurately, also updating KYC when needed.
- Promoting alternative ways of banking with each interaction. Completing online banking registrations and taking time to demonstrate how to use the many functions.
Customer Advisor
Bank Of Scotland
Motherwell, Lanarkshire
2005.03 - 2024.01
- I managed high-volume customer enquiries for the telephone banking helpline, delivering helpful, timely and professional service.
- Correctly identified client needs, providing tailored, personalised guidance to ensure outstanding customer experiences.
- Identified and effectively resolved customer requests, consistently meeting call time targets.
- Being the first point of contact for customers wishing to raise a complaint, using empathy to listen carefully and record the complaint before escalating.
- Actioning prompts highlighting products that the customer may benefit from, this lead generation was targeted and I would regularly be above average for products opened.
Education
Certificate of Higher Education - Mathematics
Columba High School
Coatbridge 2002.08 - 2003.07
Certificate of Higher Education - English
Columba High School
Coatbridge, North Lanarkshire 2002.08 - 2003.08
Certificate of Higher Education - Drama
Columba High School
Coatbridge 2002.08 - 2003.08
Certificate of Higher Education - French
Columba High School
Coatbridge 2002.08 - 2003.08
Certificate of Higher Education - History
Columba High School
Coatbridge, North Lanarkshire 2002.08 - 2003.08
Skills
- Transaction processing
- Staff training and mentorship
- Customer retention
- Excel proficiency
- Data confidentiality
- Payment processing
- CRM implementation
- Customer experience
- Queue management
- Dispute resolution
- Advanced product knowledge
- Record maintenance
- Brand awareness and representation
Timeline
Customer Service Advisor Accredited
Bank of Scotland
2008.01 - Current
Customer Advisor
Bank Of Scotland
2005.03 - 2024.01
Certificate of Higher Education - Mathematics
Columba High School
2002.08 - 2003.07
Certificate of Higher Education - English
Columba High School
2002.08 - 2003.08
Certificate of Higher Education - Drama
Columba High School
2002.08 - 2003.08
Certificate of Higher Education - French
Columba High School
2002.08 - 2003.08
Certificate of Higher Education - History
Columba High School
2002.08 - 2003.08