Lewis Marshall Jones
Caerphilly,Mid Glamorgan
Summary
Accomplished professional with a proven track record in customer service excellence and high-level complaint resolution. Recognised for perfect quality scores and innovative contributions, including the development of departmental guides to enhance underwriting processes. Adept at problem-solving and improving operational efficiency, with proficiency in Microsoft Excel and bilingual communication skills in English and Welsh. Awarded the 2025 Retail Recognition Award for Innovation, demonstrating a commitment to driving results under pressure.
Overview
7
7
years of professional experience
Work history
Customer Service Specialist
Legal & General
Cardiff, Cardiff
01.2024 - 12.2025
- 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.
- Won the 2025 Retail Recognition Award for Innovation after successfully implementing an idea that had a major positive impact on our department's efficiency of communication.
- Experience working closely with the underwriting team and managers at L&G, helping to process Post Issue Underwriting checks for our customers.
- Collaborated with the underwriting manager at L&G to create a guide to assist our department on complex underwriting queries.
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 KingdomGCSE And A Level - Multiple, Including As in Maths And English
Ysgol Gyfun Cwm Rhymni
Caerphilly, United KingdomSkills
- Excellent customer service, with a strong ability to stay calm in difficult situations
- High-level complaint resolution scores
- Successfully implemented guides on my department (including a guide for our underwriting processes)
- 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
- Recipient of the 2025 Retail Recognition Award for Innovation
Languages
6,6
Languages
English
Welsh
Affiliations
- Hikes, reading, weightlifting.
Accomplishments
Retails Recognition Award for Innovation.
Timeline
Customer Service Specialist
Legal & General
01.2024 - 12.2025
Teacher
Teaching Personnel
12.2018 - 07.2023
GCSE And A Level - Multiple, Including As in Maths And English
Ysgol Gyfun Cwm Rhymni
Bachelor of Arts - English Literature
The Open University