Summary
Overview
Work history
Education
Skills
Affiliations
Languages
References
Timeline
Generic

Mark Lee

Peterborough,Cambridgeshire

Summary

Experienced in customer service with focus on call handling. Can provide high-quality customer experience by resolving queries efficiently and professionally. Skills include excellent problem-solving, clear verbal communication, and calm disposition under pressure, essential for managing high call volumes. Emotionally-resilient individual capable of producing highly accurate digital reports. Observes confidentiality whilst processing large amounts of information under high-stress circumstances. Prioritises critical tasks and coordinates workflow to optimise output. Excellent command of conflict resolution and problem-solving techniques.


Overview

9
9
years of professional experience
7
7
years of post-secondary education

Work history

Demand Hub Call Handler

Cambridgeshire Constabulary
Huntingdon, Cambridgeshire
07.2024 - Current
  • Proficiently navigated difficult conversations, ensuring customer retention and loyalty.
  • Demonstrated exceptional understanding of company products and services, resulting in informed client interactions.
  • Managed high volume of calls daily for prompt service delivery.
  • Prioritised urgent cases for immediate resolution or escalation.
  • Supported other departments with overflow calls during peak periods.
  • Maintained confidentiality and discretion with sensitive personal information of callers at all times.
  • Assisted customers to understand complex information using simple language.
  • Showed resilience under pressure, handling challenging situations with composure.
  • Ensured accurate record keeping through diligent note-taking during calls.
  • Streamlined processing by navigating multiple systems simultaneously during customer interactions.

Insurance clerk

Adrian Flux
Kings Lynn, Norfolk
01.2017 - 06.2024
  • Updated database regularly to maintain accurate records.
  • Conducted administrative tasks efficiently, ensuring an organised work environment.
  • Actively contributed valuable insights in team meetings based on frontline operations experience.
  • Verified client-submitted documents to prevent fraudulent claims.
  • Followed up on lapsed policies to ensure continuity of client coverage.
  • Managed client queries, providing prompt and professional responses.
  • Performed thorough risk assessments prior to issuing policies, minimising company losses.
  • Ensured compliance with regulatory requirements throughout insurance application processing.
  • Managed 40 customer calls daily and efficiently.

Education

Higher National Diploma - Computer Science

College of West Anglia
Wisbech, Cambridgeshire
09.2011 - 09.2013

GCSEs - Secondary Education

Thomas Clarkson Community College
Wisbech, Cambridgeshire
09.2005 - 09.2010

Skills

  • Diplomatic approach
  • Positive disposition
  • Customer orientation
  • Strong listening
  • Telephone etiquette excellence
  • Patient call handling
  • Emergency service dispatch

Affiliations

  • History Buff, I love visiting historic sites in my spare time Devout Christian, I regular attend church, bible classes and group events Rambler, I often go on walks as part of a walking team Marketgoer, I love attending boot sales and farmers markets

Languages

English
Native
Russian
Beginner

References

References available upon request.

Timeline

Demand Hub Call Handler

Cambridgeshire Constabulary
07.2024 - Current

Insurance clerk

Adrian Flux
01.2017 - 06.2024

Higher National Diploma - Computer Science

College of West Anglia
09.2011 - 09.2013

GCSEs - Secondary Education

Thomas Clarkson Community College
09.2005 - 09.2010

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Mark Lee