Matilda Bovo
Falkirk
Summary
I am an Empathetic and experienced professional with extensive knowledge in problem-solving, communication and all Microsoft packages. I have a strong focus on customer experience and implementing strategies for efficient and solution driven support. I have a strong attention to detail, due to my deep knowledge of the processes I work with, and I am able to enhance the satisfaction customers have in the support that I offer. I am looking to enhance my skills further and drive positive changes in a learning and development based training role.
Overview
6
6
years of professional experience
6
6
years of post-secondary education
Work History
Customer Experience Specialist
Motability Operations
Edinburgh
08.2021 - Current
- Adhered to policies and procedures for continued company compliance as well as using empowerment for situations where following a process was not possible.
- Offered detailed advice on product and service benefits.
- Offered prompt solutions to maintain customer satisfaction during complex queries.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- I developed an information tool for Electric Vehicles that updates in real time which increased the agents in the trial team's knowledge and confidence taking electric vehicle calls by 80% within the first 3 months of testing.
- Proficient and experienced handling both inbound and outbound calls in an effective and efficient manner, helping reduce call queues for both types of calls.
- I received extensive sensitivity training, and I am excellent at dealing with a vulnerable customer base who needs additional support.
Pension Advisor
Mercer
Edinburgh
11.2019 - 07.2022
- Received extensive call handling and email writing training.
- Completed Pension Handling training and Award in Pension Essentials.
- Extensive experience with inbound and outbound communications both in letter and email format with clients, admin and fund managers.
- Extensive complaint handling.
- UK Financial Crime Training.
- Received extensive GDPR compliance training.
- Administrative training to help our Admin team during the pandemic.
- Experience working in a large team and implemented templates to ensure our processes were streamlined.
- I also had newer agents shadow me as I walked them through our processes and explained our call formats to them, and how to resolve and handle complex complaints.
Customer Services Agent
Sykes Global Services LTD
Edinburgh
10.2018 - 11.2019
- Handled customer complaints, providing appropriate solutions and recommending alternatives in both English and Italian.
- Assisted customers with placement of refunds and exchanges.
- Responded promptly to customer questions to improve customer loyalty and satisfaction.
- Received extensive call handling and email writing training.
- Received extensive GDPR compliance training Working for AXA Insurances handling premiums paid, IBAN changes, cancellations, refund requests and amending customer's accounts.
- Experience dealing with both customers and Financial Advisors on behalf of AXA Insurances.
- I provided technical product support and resolved complaints for several brands such as - HoMedics, Salter, House of Marley, Jam Audio, Sol Republic, REVAMP, Medisana.
- I was also responsible for product sales, returns and refunds of the aforementioned brands .
- I trained new employees in order to improve their soft skills, GDPR data handling skills and formal writing skills, as well as providing ongoing coaching to improve their customer service skills.
Education
Highers - Languages and Science
Liceo Linguistico Benedetti Tommaseo
Venice 01.2016 - 06.2018
National 5s -
Penicuik High School
Midlothian 08.2012 - 01.2016
Skills
- Dispute resolution
- Advanced product knowledge
- Proficiency in Excel and all other Microsoft packages
- Customer care
- Extensive knowledge of processes
- Data confidentiality
Languages
English
Fluent
Italian
Native
Spanish
Advanced
French
Advanced
Japanese
Upper intermediate
Timeline
Customer Experience Specialist
Motability Operations
08.2021 - Current
Pension Advisor
Mercer
11.2019 - 07.2022
Customer Services Agent
Sykes Global Services LTD
10.2018 - 11.2019
Highers - Languages and Science
Liceo Linguistico Benedetti Tommaseo
01.2016 - 06.2018
National 5s -
Penicuik High School
08.2012 - 01.2016
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