LOUISE MORTON
Coventry,West Midlands
Summary
Dedicated Customer Service Agent delivering exceptional service through effective communication and active listening. Exceeded set targets and KPIs in diverse environments, including contact centres and retail. Cultivated strong relationships with customers, ensuring satisfaction and loyalty.
Overview
15
15
years of professional experience
Work History
Member Representative
Nationwide Building Society
02.2023 - Current
- Facilitated cash and cheque deposits for members, adhering to established processes for timely processing.
- Executed cash and cheque withdrawals for members, ensuring compliance with procedures for security and accuracy.
- Established standing orders and transfers, ensuring timely member payments as per their schedules.
Mortgage Coordinator
Coventry Building Society
07.2022 - 10.2022
- Managed incoming calls for mortgage queries, providing accurate information and support
- Directed calls to specialist departments, ensuring clients received expert guidance promptly
- Processed payments, overpayments, and capital repayments; set up and amended direct debits efficiently
Chargeback Specialist
TSYS
03.2016 - 06.2022
- Advising customers on the dispute process
- Logging dispute cases from customers directly over the phone or from forms sent in by post, online form or email
- Resolving disputes by carefully considering the information or evidence provided by the customer to come to a fair outcome
- Sought additional information or evidence from customers through outbound calls or correspondence to progress ongoing cases
- Identified and resolved customer complaints, enhancing satisfaction and trust in the dispute process
- Managed customer inquiries and support calls, ensuring timely and accurate assistance
Team Leader
Superdrug
05.2011 - 01.2016
- Delivered customer service that improved client satisfaction and loyalty.
- Performed opening and closing duties, conducted safe checks, cashed up till, and managed deliveries and stock checks to ensure smooth operations.
- Monitored team performance, identifying areas for improvement and implementing corrective actions.
- Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.
- Monitored staff performance and developed improvement plans.
Education
GCSE - maths, English, science, history, home economics
CARDINAL NEWMAN
01-1990
Skills
- Customer service
- Effective communication
- Problem solving
- Time management
- Adaptability
- Active listening
- Empathy
Custom
I love to read and listen to audio books and music. I have recently taken up cross stitch and I have a dog who loves to go for nice long walks.
Timeline
Member Representative
Nationwide Building Society
02.2023 - Current
Mortgage Coordinator
Coventry Building Society
07.2022 - 10.2022
Chargeback Specialist
TSYS
03.2016 - 06.2022
Team Leader
Superdrug
05.2011 - 01.2016
GCSE - maths, English, science, history, home economics
CARDINAL NEWMAN