LOIS TOPLIS-HUMPHREYS
Nefyn
Summary
Highly skilled professional with expertise in bilingual communication, proficient in Microsoft Office, and strong literacy abilities. Demonstrates leadership experience in hospitality, dependable and hardworking with a focus on customer service. Adept at financial literacy, professional phone etiquette, effective multitasking, and maintaining discretion with confidentiality. Committed to a customer-focused approach and seeking opportunities to leverage skills in a dynamic environment.
Overview
12
12
years of professional experience
9
9
years of post-secondary education
1
1
Certification
Work history
Senior Customer Consultant
Principality Building Society
Pwllheli, Gwynedd
2022.07 - 2026.02
- As a Senior Customer Consultant at Principality Building Society, I'm responsible for delivering exceptional customer service and acting as the first point of contact for members, both in branch and through digital channels.
- I started as a Customer Consultant on a fixed term contract, but was promoted to a permanent Senior Customer Consultant within 10 months of starting at the society.
- My role involves supporting customers in finding suitable financial solutions such as savings and mortgage products, while ensuring all interactions meet regulatory and compliance standards. I play an active part in the daily running of the branch, including cash handling, reconciliation, and supporting service and sales performance.
- As a senior member of the team, I also support and mentor junior consultants, helping to develop their confidence and product knowledge.
- I contribute to branch targets, promote member engagement campaigns, and step in to aid the Branch Manager when needed, ensuring smooth and effective operations focused on providing an excellent member experience.
- Handled customer complaints effectively for enhanced reputation.
- Assisted customers with queries, improving overall experience.
- Enhanced customer satisfaction by providing excellent service and by maintaining in-depth knowledge of bank products and services.
- Maintained confidentiality to ensure client trust.
Front of House
Nant Gwrtheyrn
Llithfaen, Gwynedd
2014.05 - 2022.07
- Maintained clean and organised front of house area to welcome customers.
- Supervised front of house operations, maintaining smooth day-to-day running.
- Collaborated closely with serving staff, ensuring seamless communication between kitchen and front of house operations, especially during peak hours.
- Liaised with suppliers, securing timely delivery of fresh ingredients and supplies.
- Conducted regular training sessions for staff to improve service quality.
- Addressed any operational issues swiftly, reducing potential disruptions in service.
- Ensured smooth operation of the restaurant by delegating tasks effectively.
- Resolved customer complaints promptly, ensuring satisfaction and repeat business.
Customer Care Advisor
Barclays
Porthmadog, Gwynedd
2021.02 - 2021.09
- Worked with Barclays as a temporary worker for six months and enjoyed every second, I didn't have any previous banking experience but training was provided and luckily I'm quick to pick up new skills and information.
- I worked well within the team and got on with every other colleague to ensure a pleasant and efficient work space and ensured the customers got the best possible experience while in the branch.
- I dealt with everyday queries and their banking needs such as transferring money, sorting standing ordersand direct debits, writing mortgage referrals, dealing with registration of bereavements and many more tasks.
- Everyday was different and meant that we had to deal with a different query every shift and made sure the customer left feeling happy and pleased with the outcome of their query. I have excellent IT skills and I communicate very well, my first language is Welsh but my English is also fluent which means I can communicate with everyone that comes through the door.
Education
Bachelor of Arts - Health and Social Care
Bangor University
Bangor, Gwynedd 2021.09 - 2024.07
A-Levels - Religious Studies, Sociology
Coleg Meirion Dwyfor
Pwllheli 2014.09 - 2016.06
GCSEs - Welsh, English, Mathematics, Science, Religious Studies
Ysgol Glan-y-Mor
Pwllheli, Gwynedd 2009.09 - 2014.06
Skills
- Bilingual communication skills
- Proficient in Microsoft Office
- Strong literacy abilities
- Leadership experience in hospitality
- Dependable and hardworking
- Financial literacy
- Professional phone etiquette
- Effective multitasking
- Discretion with confidentiality
- Customer-Focused approach
- Customer Service
Affiliations
- Walking
- Socializing with friends
- Reading
- Travelling
Certification
- WELSH BACCALAUREATE QUALIFICATION - Level 2
- KEY SKILLS - Improving Learning and Performance Levels 2 & 3, Working with Others Level 3, Improving Own Learning and Performance Level 3 & Problem-Solving Level 3
- ESSENTIAL SKILLS WALES 2014-2016 - Communication - Levels 2 and 3 & Application of Number - Levels 2 and 3
- ICT - Levels 1 and 2
- HEALTH AND SAFETY - Highfield Level 3 First Aid - Pass 2018
Languages
Welsh
Native
English
Fluent
References
References available upon request.
Timeline
Senior Customer Consultant
Principality Building Society
2022.07 - 2026.02
Bachelor of Arts - Health and Social Care
Bangor University
2021.09 - 2024.07
Customer Care Advisor
Barclays
2021.02 - 2021.09
A-Levels - Religious Studies, Sociology
Coleg Meirion Dwyfor
2014.09 - 2016.06
Front of House
Nant Gwrtheyrn
2014.05 - 2022.07
GCSEs - Welsh, English, Mathematics, Science, Religious Studies
Ysgol Glan-y-Mor
2009.09 - 2014.06