Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Lewis Marshall Jones

Caerphilly

Summary

I am an experienced Customer Service Specialist with a proven track record at Legal & General, recognized for exceptional problem-solving skills and perfect quality scores. Adept at implementing innovative communication strategies that enhance departmental efficiency. Bilingual in English and Welsh, I excel in high-pressure environments while maintaining excellent customer relations.

Overview

7
7
years of professional experience

Work History

Customer Service Specialist

Legal & General
01.2024 - Current
  • Assisted customers with their queries daily while maintaining perfect 100% call quality scores, generating 0 complaints or breaches, and regularly receiving positive feedback from customers and colleagues.
  • Adopted a hybrid role and performed admin tasks perfectly while also managing calls.
  • Implemented many original ideas to my department that revolutionised the way we communicate.
  • These ideas are now being adopted by multiple departments, and are used by everyone, including department managers.
  • I managed complaints and complex escalations and was regularly praised for my ability to stay calm and problem solve in high-stress situations.

Teacher

Teaching Personnel
12.2018 - 07.2023
  • Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
  • Managed classroom behavior effectively by establishing clear expectations, modeling appropriate conduct, and consistently enforcing established rules and consequences.
  • Enhanced classroom engagement through the use of interactive teaching methods, such as group projects and hands-on activities.
  • Maintained accurate records of student progress, attendance, and behavior to facilitate ongoing communication with parents about their child''s educational journey.

Education

Bachelor of Arts - English Literature

The Open University
Cardiff, United Kingdom
07-2023

GCSE And A Level - Multiple, Including As in Maths And English

Ysgol Gyfun Cwm Rhymni
Caerphilly, United Kingdom
07-2018

Skills

  • Excellent customer service, with a strong ability to stay calm in difficult situations
  • Perfect quality scores in my work
  • High-level problem solving, which I have applied to my department to improve efficiency and quality
  • Competent with all levels of technology, including Microsoft Excel
  • Fluent in both English and Welsh, and able to communicate professional yet concisely in both
  • Driven, determined, and calm in high pressure scenarios

Languages

English
Bilingual or Proficient (C2)
Welsh
Bilingual or Proficient (C2)

Timeline

Customer Service Specialist

Legal & General
01.2024 - Current

Teacher

Teaching Personnel
12.2018 - 07.2023

Bachelor of Arts - English Literature

The Open University

GCSE And A Level - Multiple, Including As in Maths And English

Ysgol Gyfun Cwm Rhymni

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Lewis Marshall Jones