Lauren Milne
Dundee
Summary
Customer service professional with experience in faults handling, complaints, billing queries, data integrity (finding mismatches between systems and fixing these), floor support for new entrants, and support for executive complaints teams. Handles complex customer issues across faults, complaints, billing queries and refunds, resolving problems with clear communication and ownership. Investigates data mismatches, supports vulnerable customers and maintains accurate account updates to protect service quality and customer trust. Supports new entrants and executive complaints work by reviewing calls, giving feedback and driving effective resolutions.
Overview
14
14
years of professional experience
Work History
Customer Service Advisor
BT
Dundee
04.2014 - Current
- Dealing with faults – telephone, broadband, TV, and TNT Sports.
- Helping and talking to customers by connecting their devices and explaining their new products.
- Working with suppliers and wholesalers to provide and gather updates on service installs.
- Dealing with complaints, retaining ownership when needed, and working with the customer to resolve the complaint, ensuring that they are happy.
- Resolving bill queries and providing refunds where necessary.
- Problem solving complex cases.
- Updating and providing communications to customers about their accounts.
- Process billing payments.
- Dealing with all types of customers, including vulnerable customers and customers with telecare devices in their homes.
- Investigating why an order has failed before replacing the order.
- Data integrity - finding and fixing mismatches in data between us and the suppliers, as well as mismatches between our own systems.
- Floor support for new entrants. Supporting them in their new role and also supporting the manager by completing feedback after listening to calls, and taking escalations.
- Experience in using case management system
Executive complaints support - secondment
BT/EE
Dundee
03.2025 - 06.2025
- Dealing with customers who used certain buzzwords on calls.
- Listen to the calls to establish what led to the buzzwords being used.
- Provide feedback on the call listening via a structured form regarding how these calls were handled and what could have been done differently.
- Call the customers to discuss the calls, the next steps if required, maintain ownership until resolved, and ensure they are happy.
- Ensure they have the correct support if they are vulnerable and require extra support.
Customer Service Assistant
Search Consultancy (at Tesco Dundee)
Dundee
10.2012 - 01.2014
- Previously employed with Search on two separate occasions, working within the Tesco Call Centre in Dundee.
- The role involved handling customer calls, dealing with a wide range of enquiries, accurately placing customer orders for Tesco products, and addressing customer complaints. From this position, I gained experience in customer care, often dealing with difficult or angry customers, and learned how to best approach customers in these situations. I also learnt how to use the required software systems quickly.
- Use of computer systems and specialist software when required.
- Cash handling.
- Customer contact, both face to face and over the phone.
- Retail experience in a busy environment.
- Health and safety training, including fire evacuation procedures.
- Problem-solving skills.
- Employment dates as written: October 2012 - January 2013, May 2013 - January 2014.
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
Education
Certificate of Higher Education - Make-up Artistry
Dundee and Angus College
Dundee2011
Certificate of Higher Education - Contemporary Art
Dundee and Angus College
Arbroath, ANS2010
GCSEs -
Arbroath High School
Arbroath, ANS2008
Skills
- Complaint handling
- Order processing
- Service recovery
- Billing queries
- Data integrity
- Outstanding customer service
- Calm under pressure
- Vulnerable customer care
- Client communication
- Problem-solving
- Work efficiently under pressure
- Customer Service
- Call centre experience
- Pressure handling
- Multi-tasking
- Basic computer knowledge
- Email management
- Written and verbal communication skills
- Empathy understanding
- Team player
- Flexibility in service approach
- Office 365 usage
- Compliant
- Understanding of the importance of data protection
- Understanding of confidentiality
References
References are available on request.
Timeline
Executive complaints support - secondment
BT/EE
03.2025 - 06.2025
Customer Service Advisor
BT
04.2014 - Current
Customer Service Assistant
Search Consultancy (at Tesco Dundee)
10.2012 - 01.2014
Certificate of Higher Education - Make-up Artistry
Dundee and Angus College
Certificate of Higher Education - Contemporary Art
Dundee and Angus College
GCSEs -
Arbroath High School