Leon Reid

• Ensured timely completion of pre-planned maintenance and receipt of engineering reports, meeting all mandatory SLAs.
• Collaborated with subcontractors to arrange mandatory and statutory pre-planned visits.
• Chased updates regularly to keep pre-planned and reactive works on schedule.
• Coordinate with on-site engineers to align their work schedules and in-line priorities.
• Streamlined helpdesk scheduling, maximising resource utilisation and enhancing service delivery.
• Managed customer complaints and resolutions, adhering to SLA timelines and prioritising urgent issues.
• Efficiently handled all incoming queries, guaranteeing prompt and precise replies.
• Utilised strong communication and data protection standards to ensure customer satisfaction.
• Provide technical support for addressing inquiries and solving straightforward issues.
• Maintain accurate records of customer interactions and transactions in all CRM systems.
• Conduct regular audits of helpdesk data to ensure all data is accurate and compliant.
• Communicate regularly with the client to provide project status updates.

• Conducted thorough investigations of transactions, ensuring compliance with guidelines and Section 75 regulations to mitigate risks.
• Ensured chargebacks and representations in accordance with network rules and industry standards.
• Managed incoming credit/debit card disputes, resolving discrepancies to enhance cardholder satisfaction.
• Led disputes, maintaining clear communication with cardholders to foster trust and transparency throughout the process.
• Initiated recovery proceedings to reclaim funds from merchants involved in disputed transactions.

• Managed new homeowner inquiries through efficient handling of telephone and email correspondence.
• Provided technical support for new homeowners in Persimmon Homes.
• Utilised CRM systems to log and track inquiries, ensuring customer satisfaction.
• Handled customer issues efficiently, leading to enhanced satisfaction and loyalty.
• Resolved complex customer complaints to maintain service standards and uphold customer trust.
• Ensured prompt responses during peak periods, collaborating with colleagues to resolve customer issues effectively.
• Coordinated with the New Home Warranty Team, Building Control, and contractors to ensure timely resolution.
• Ensured adherence to inbound customer service calls and emails with Persimmon Homes policies.
• Maintained detailed records of customer interactions, transactions, and feedback in CRM systems.

Efficiently manage incoming inquiries through phone, email, postal mail, and
social media channels.
• Perform servicing of existing insurance policies and address claims-related
questions.
• Diligently update records to maintain GDPR compliance.
• Administer company benefits, process new policy uploads, policy modifications,
and issue revised documents.
• Log and address high-level complaints, ensuring precise data collection and
information accuracy.
• Adhere to strict deadlines to prevent escalations to the Financial Ombudsman.
• Maintain high levels of accuracy and vigilance to avoid overlooking critical case
details.
• Possess extensive customer service expertise, demonstrating patience, courtesy,
and the ability to establish strong rapport.
• Exhibit exceptional time management skills, consistently completing tasks
ahead of deadlines.
• Regularly surpass call and written quality score targets, receiving frequent
commendations for performance.

Dealt with complex customer queries, resulting in improved customer relations.

Improved customer relations for increased brand loyalty through personalised interaction.

Responded promptly to client queries about commissioned pieces, improving customer relations.

• Handled complex and escalated complaints via phone, letter, and email, securing timely resolutions for customers' issues.
• Managed complaint escalation, communicating with MPs, MSPs, and solicitors to resolve constituents' claims effectively.
• Utilised strong communication and data protection standards to enhance customer satisfaction and trust.
• Provided technical support for addressing inquiries and solving straightforward issues.
• Maintained accurate records of customer interactions and transactions in all CRM systems.
• Assisted in developing helpdesk tickets to support full coverage based on issue priority.
• Conducted regular audits of helpdesk data to ensure personal data and GDPR compliance.

• Resolved customer complaints and queries swiftly, enhancing overall customer satisfaction.
• Processed refunds and replacements for faulty or missing products to ensure customer retention.
• Provided hands-on technical support for devices, addressing customer queries and resolving issues efficiently.
• Prior to opening and closing, provided feedback to colleagues within my team and ensured all training and quality standards were in line with company guidelines.
• Conducted daily till checks and completed cashing-up procedures.
• I also earned a Merit Award for outstanding customer service.