Kit Gibbons
Customer Service and Sales Agent
Poole,Dorset
Summary
Customer-focused professional with strong experience in front-line Home Insurance, including sales, retention, claims and complaints handling. Known for building rapport quickly, explaining complex information clearly, and resolving customer issues calmly and effectively.
Highly adaptable across multiple systems and processes, with strong digital confidence including CRM/SAP, Duck Creek, Genesys, Avaya, Microsoft Office, and creative/audio-visual software. Comfortable learning new tools quickly and applying them in live operational environments.
Strong problem-solver with a consistent track record of managing sensitive or complex customer situations while maintaining high satisfaction levels, supported by strong quality assurance results and positive customer feedback.
Organised, reliable, and effective in fast-paced environments, with a practical, grounded approach to getting things done and supporting both customers and colleagues.
Overview
28
28
years of professional experience
Work history
Customer services and sales agent
Lloyds Banking Group
Poole, Dorset
2002.06 - Current
- Worked across front-line sales, retention, claims and complaints, adapting quickly to changing business priorities and supporting multiple operational areas as required
- Frequently selected to support new or priority workstreams due to strong product knowledge, reliability and ability to become effective quickly in unfamiliar roles
- Core focus on sales and retention, consistently building strong customer rapport and delivering positive outcomes
- Handled claims and complaints cases, including complex and sensitive issues, ensuring fair and clear resolution for customers
- Maintained high performance standards, including 100% audit pass rates over the last two years and consistently strong NPS/customer feedback
- Completed ongoing professional training in customer service excellence, digital advocacy, and the use of AI and digital tools to enhance customer interactions and efficiency
Waiter
Little Chef
Ringwood, Hampshire
1999.10 - 2002.05
- Worked collaboratively with kitchen staff for efficient service delivery.
- Delivered excellent customer service through friendly and polite interaction.
- Assisted in food preparation, resulting in timely service delivery.
- Handled payment transactions.
- Warmly greeted guests upon arrival to create welcoming atmosphere.
Picker
Business and Medical Book Centre
Ringwood, Hampshire
1998.01 - 1998.04
- Processed customer orders quickly, resulting in high levels of client satisfaction.
- Labelled packages correctly to ensure accurate and efficient delivery processes.
- Managed returned goods promptly, aiding customer satisfaction by quick resolution of issues.
- Maintained clean workspace by regularly organising and tidying work area.
- Picked items for shipment, ensuring timely delivery to customers.
- Checked picked items against invoices, ensuring all orders were correct before dispatch.
Education
Higher National Diploma - Audio Visual technology
Bath University
Bath/Salisbury 09/2000 - 07/2002
A-Levels - Geography, Biology
Ringwood Sixth Form
Ringwood 09/1995 - 06/1997
GCSEs - Maths, Science, English, Geography, Art, Design and Technology, French
Ringwood Comprehensive
Ringwood 09/1990 - 07/1995
Skills
- Customer Service & Relationship Management
- Complaint Handling & Resolution
- Problem Solving & Decision Making
- Administrative & Organisational Skills
- Time Management & Multitasking
- Regulatory Compliance & Quality Assurance
- IT & Digital Systems (including Duck Creek, Microsoft Office, Windows, macOS professional software, and audio/visual production tools)
- CRM Systems (customer relationship management platforms)
- Responsible Use of AI Tools & Digital Technologies
Affiliations
- Music and Audio Visual Production
- Mountain Biking
- Hiking, Climbing, Scrambling and Caving
Timeline
Customer services and sales agent
Lloyds Banking Group
2002.06 - Current
Waiter
Little Chef
1999.10 - 2002.05
Picker
Business and Medical Book Centre
1998.01 - 1998.04
Higher National Diploma - Audio Visual technology
Bath University
09/2000 - 07/2002
A-Levels - Geography, Biology
Ringwood Sixth Form
09/1995 - 06/1997
GCSEs - Maths, Science, English, Geography, Art, Design and Technology, French
Ringwood Comprehensive
09/1990 - 07/1995