MEHJABIN PATEL
London
Summary
A committed and enthusiastic individual who has acquired more than 15 years’ experience in customer service roles in the public and private sectors. Skilled at developing positive relationships with the general public, clients and parents, establishing their needs and providing the appropriate advice and solutions. Combines excellent communication skills with the ability to effectively deal with customers so that complaints are kept to a minimum. Consistently provides exemplary standards of service and applies attention to detail while using the multi-tasking skills required to meet deadlines.
Overview
4
4
Languages
29
29
years of professional experience
Work history
HEAD OFFICE COORDINATOR
Olive Tree Study
2020.03 - 2026.07
- Manage and respond to parent and customer email queries, liaising with relevant departments to resolve ongoing queries and provide appropriate solutions.
- Answer calls during office hours, follow up customers who have called outside office hours and respond to voicemails.
- Ensure existing customers and parents are kept up to date with relevant changes and communications via email, WhatsApp status and SMS Dashboard, ensuring relevant personnel are informed and instructed to action communications.
- Coordinate regular and unexpected communications, including school opening and closing updates, and draft the termly newsletter.
- Coordinate monthly student inductions, including booking customers and following up parents who are absent from induction.
- Contact parents who have not responded after induction to clarify whether students will be attending and contact parents who have decided not to enrol their child.
- Update enrolment records with students enrolled across both branches.
- Support after-enrolment care by contacting customers where necessary and assisting with the promotion and up-selling of additional services and products.
- Complete the withdrawals process and maintain student retention where possible.
- Set up and manage monthly payment subscriptions for over 500 parents.
- Check failed payments, including relevant card and payment details where required, and speak with parents to resolve payment-related issues.
- Chase failed and outstanding payments and oversee enrolments and subscription payments on a monthly basis.
- Generate reports at the end of each term for management.
- Take responsibility for placing book orders with suppliers and managing internal resources requested by branches on a monthly basis.
- Provide support and ongoing training to Branch Coordinators (BCs) and create training materials when necessary.
- Conduct mid-term and end-of-term audits relating to Branch Coordinator performance and the student induction experience.
- Overlook student registers, signing-in sheets, medical records, medicines, incident reports and parent communications as part of end-of-term audit processes.
- Ensure parent communications are followed up appropriately after conversations and provide management with regular updates regarding workload and upcoming tasks.
INSURANCE ARRANGER
Age UK, Head Office, London
2017.05 - 2019.12
- Playing key role in ensuring that the whole team is providing outstanding levels of customer service and deal with insurance queries effectively.
- Demonstrating excellent communication skills when developing positive relationships with existing and potential clients, establishing their needs and developing solutions based around Age UK’s products and services.
- Handling complaints and demonstrating excellent time management and organisational skills to deal with these promptly and effectively.
- Successfully building a rapport with customers, carrying out structured telephone reviews, dealing with objections and meeting the needs of the customer.
- Using communication and negotiation skills by conducting sales pitches and dealing with objections effectively.
- Ensuring that all inbound calls are answered promptly whilst ensuring that targets for the quality and quantity of calls are met.
- Providing quotes, selling and arranging insurance (home, car insurance, travel, funeral plans, personal alarms and other products) and processing renewal payments.
- KEY ACHIEVEMENTS
- Attended the 50plus show, visited clients in their homes/at shelter homes and organised leaflet drops.
- Deputising for the supervisor and took on additional responsibilities including assisting other arrangers with queries/questions, ordering stationary, marketing withdrawals and bank reconciliations.
CUSTOMER SERVICE ASSISTANT – HOUSING (TEMPORARY)
London Borough of Hackney
2016.10 - 2017.04
- Being part of the contact team to provide first point of contact resolution to a wide range of customer demands, such as dealing with and logging repairs.
- Liaised with housing officers regarding more complex issues and with contractors, plumbers, voids teams and other members within Hackney Housing with regards to chasing repairs and other related matters.
- Worked with customers to devise their own solutions where possible and promoted customer independence, coaching them to develop greater self-reliance to resolve their concerns quickly and successfully.
- Managed inbound customer service calls, emails or other multimedia channels, and accurately using appropriate client or business systems to log and process received calls or emails.
- Communicated effectively with other colleagues/departments to ensure the efficient, professional and effective provision of services.
CUSTOMER SERVICE ADVISOR
Swinton Insurance, London
2005.04 - 2016.04
- Liaised with clients on a day-to-day basis with responsibility for helping clients get the most from their policies and assist them to make their choices on a non-advised basis.
- Offered a warm and friendly greeting when meeting clients and seeing an average of 15 walk-in policy holders per week and ensuring they are dealt with in a professional and courteous manner.
- Ensuring compliance and adherence to the principles of Treating Customers Fairly (TCF).
- Acted as a local broker for clients to come and discuss any aspects of their policies, on a non-advised basis.
- Being a team player and willing to take on additional responsibilities (e.g. covering the managers work) to ensure that the team perform to the best of their ability.
- Effectively handled any problems/complaints with the ability to adapt to any situation; remaining calm and professional when difficult situations arose.
- Handled a variety of transactions adhering to internal and external compliance rules; dealing with complaints by liaising with the Financial Conduct Authority (FCA).
- Effectively answered an average of 30 calls per day (customer enquiries, complaints, solving problems.
- Identified new business opportunities to support the sales development team and operations team in line with the overall company’s sales strategy.
- Assisted with the development, monitoring and maintenance of the Customer Service systems and procedures.
- Dealt with difficult customer queries, requests, orders or complaints, remaining calm under pressure at all times.
- Collected all premiums on or before effective date of coverage and calculating new quotes.
- Demonstrated honesty and integrity by serving as key holder (including safe keys), responsibly opening and closing office.
- KEY ACHIEVEMENTS
- Consistently exceeding personal targets and team KPI’s.
- Exceeded and passed all call monitoring targets.
INSURANCE SALES EXECUTIVE
Road Sure Ltd (part of KGM Insurance)
2004.03 - 2004.12
INSURANCE BROKER
Moneywise Investments (Insurance Broker)
1998.01 - 2003.01
- Dealt with personal lines and commercial insurance.
- 1998 – 2004: Further employment details are available on request.
Skills
- Customer Service
- Communication
- Problem solving
- Negotiation
- Microsoft Office
LANGUAGE SKILLS
English Communication
Native
A1
Gujarati
Proficient (C2)
A1
Urdu
Upper intermediate (B2)
A1
Hindi
Upper intermediate (B2)
A1
VOLUNTARY WORK
MTG Playgroup, VOLUNTEER, 2016-04, Present
RECENT TRAINING COURSES
- Age UK: Quarterly tests are given to all insurance arrangers on all of Age UK’s insurance.
- Age UK/swinton: Ongoing training as part of the FCA requirements which covers topics such as complaints, treating customers fairly, the FCA principles and regulations and the Data Protection Act.
- Hackney Council: Customer services course.
Timeline
HEAD OFFICE COORDINATOR
Olive Tree Study
2020.03 - 2026.07
INSURANCE ARRANGER
Age UK, Head Office, London
2017.05 - 2019.12
CUSTOMER SERVICE ASSISTANT – HOUSING (TEMPORARY)
London Borough of Hackney
2016.10 - 2017.04
CUSTOMER SERVICE ADVISOR
Swinton Insurance, London
2005.04 - 2016.04
INSURANCE SALES EXECUTIVE
Road Sure Ltd (part of KGM Insurance)
2004.03 - 2004.12
INSURANCE BROKER
Moneywise Investments (Insurance Broker)
1998.01 - 2003.01