Lena Ghareeb
Blythe Bridge,ST11
Summary
7+ years of expertise in customer service and customer handling, proficient in MS Office and CRM systems. Adept at fostering internal relationships and ensuring seamless team communication to meet key performance indicators. Committed to innovative solutions and continuous improvement in case management and customer relations.
Overview
8
8
years of professional experience
1
1
year of post-secondary education
Work history
Retentions Executive
Hometree
Stoke-on-Trent, United Kingdom
09.2024 - Current
- Communicate with customers who are considering leaving, whether during their contract term or at the policy renewal stage, through inbound contacts to discuss their options.
- Identify and implement opportunities discussed with customers that could encourage them to remain with us.
- Displayed energy and enthusiasm in fast-paced environment.
- Investigate and understand a customer's journey to be able to rectify any areas of improvement
- Outbound call customers whose policy is not set to renew automatically - to make sure their home cover doesn't lapse
- Contact customers whose direct debit payments have been cancelled to reinstate the payments, reactivate their policy, and restore their peace of mind.
- Negotiating a price that balances securing the right deal for both the customer and Hometree
- Completed duties to deliver on targets with accuracy and efficiency.
- Record and update conversations and outcomes in the company's CRM and pipelines.
- Provide valuable insight into what needs improving to stop customers needing to contact us around leaving.
Credit Controller
Zinc Media
03.2024 - 03.2025
- Making arrangements for the collection of outstanding debt from customers
- Communicating with third parties using a variety of communication channels - inbound and outbound telephone, emails, and letters
- Working in an organised fashion to ensure productivity and effective management and prioritisation of case load
- Developing an internal network of relationships within various teams to help resolve issues
- Understanding key metrics and KPIs within this role
- Maintaining case management and CRM systems with accurate and comprehensive notes
Compliance Advisor
Likewize Insurance
05.2023 - 03.2024
- Responding to requests for further information within the timeframes set by the Financial Ombudsman Service
- Conducting root cause analysis of frontline advisors as well as the compilation and distribution of frontline complaint feedback
- Following agreed processes and procedures to ensure customers are treated in a fair manner, following the guidelines provided by clients and underwriters, and ensuring the practice of treating customers fairly is observed
- Providing active assistance and support to the team through the arrangement and implementation of individual team meetings as a forum for promoting a culture of ownership and open communication and as an opportunity for regular updates and constructive feedback
Customer Relations Executive
Likewize Insurance
09.2021 - 05.2023
- Successfully manage customers' complaints, resolve complaints in line with the regulations, and be able to successfully manage my own workload
- Consistently providing a high level of service through the successful nurturing of internal relationships with departments that depend on feedback from me to influence future work
- I take responsibility for and respond to any complaints, escalating them where necessary
- Report any problems relating to people, processes, or systems by providing relevant feedback and making change proposals to prevent future complaints
- Work closely with the front-line team and customer relations team managers to reduce overall complaint numbers
Telesales Executive
Bestway Medhub
11.2019 - 09.2021
- Taking inbound and outbound calls to pharmacies across the UK, generating orders, developing close relationships with customers, and collaborating with sales managers to expand and bring in new business opportunities, as well as providing feedback to the commercial buying team that includes any relevant market information
Collections Agent
Advantis Credit
02.2017 - 10.2019
- Taking both inbound and outbound calls, as well as dealing with and handling a variety of client inquiries over the phone
- Processing over-the-phone payments and setting up payment plans using the ORCA computer system
- Resolving complaints and account issues and performing related administrative duties
- The league's best performer in terms of collections is excellent at negotiation, setting up payment plans, and scheduling
- Dealing with vulnerable customers to ensure I have come to the right resolution that is fair for them
Education
Diploma of Higher Education - Health
Westminster Adult Education Service
Stoke-on-Trent 01.2024 - 06.2024
Level 2 Diploma in Understanding Enterprise & Entrepreneurship - Business
Newcastle Under-Lyme College
11.2023 - 03.2024
GCSEs - English, Math, Arabic Language (A), Sport BTEC Level 2, Science BTEC Level 2
The Co-operative Academy of Stoke-on-Trent
Courses - Firefighting Techniques, Breathing Apparatus Search and Rescue, Community Fire Safety, Basic First Aid, and Casualty Handling
Staffordshire Fire & Rescue Service
First Aider - First Aid
Young First Aider Certificate
12.2011 - 12.2011
Skills
- Communication
- Customer handling
- Timekeeping
- Organisational ability
- Teamwork
- Attendance
- Performance
- Administration tasks
- IT skills
- MS Office
- Determination
- Debt Recalling
- Working under pressure
- Sales
- Marketing
- Interpersonal skills
- Negotiation skills
- Organising
- Logical approach
- Empathetic
Interests & Reference
Enjoy being active and having a healthy, balanced lifestyle., Excellent references available on request.
Work availability
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Retentions Executive
Hometree
09.2024 - Current
Credit Controller
Zinc Media
03.2024 - 03.2025
Diploma of Higher Education - Health
Westminster Adult Education Service
01.2024 - 06.2024
Level 2 Diploma in Understanding Enterprise & Entrepreneurship - Business
Newcastle Under-Lyme College
11.2023 - 03.2024
Compliance Advisor
Likewize Insurance
05.2023 - 03.2024
Customer Relations Executive
Likewize Insurance
09.2021 - 05.2023
Telesales Executive
Bestway Medhub
11.2019 - 09.2021
Collections Agent
Advantis Credit
02.2017 - 10.2019
First Aider - First Aid
Young First Aider Certificate
12.2011 - 12.2011
GCSEs - English, Math, Arabic Language (A), Sport BTEC Level 2, Science BTEC Level 2
The Co-operative Academy of Stoke-on-Trent
Courses - Firefighting Techniques, Breathing Apparatus Search and Rescue, Community Fire Safety, Basic First Aid, and Casualty Handling
Staffordshire Fire & Rescue Service
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