Michael Brown
Anfield
Summary
Polite and professional person with strong communication and multitasking skills. Experienced in resolving customer complaints within company guidelines and using own initiative. Implements customer follow-up to uphold service standards and guarantee customer satisfaction.
Overview
17
17
years of professional experience
Work history
Customer service representative
Cashplus bank
Liverpool
2024.02 - 2024.06
- Answering inbound service calls and servicing customer enquires and product knowledge
- Improved customer satisfaction by effectively handling complaints and inquiries.
- Managed high volume of inbound calls for quick resolution of customer issues.
Station assistant
Merseyrail
Liverpool, Merseyside
2022.01 - 2023.12
- Opening and closing the station, running safety checks and security reviews to make sure the station is up to code and safe for staff and passengers
- Passenger information, knowing the train routes and understanding what is the best train for passengers to travel on
- Ticket information, making sure that passengers are using the correct type of tickets at the correct time or advising them on how to collect to help avoid being fined.
- Delivered public announcements clearly, keeping passengers informed about delays or changes in service.
- Assisted in emergency situations calmly, prioritising passenger safety.
- Implemented crowd control measures during peak hours, maintaining order and safety in the station area.
Fraud investigator
santander
2010.01 - 2021.01
- Maintaining customer records making sure they are up to date with data protection guidelines
- Upselling and selling additional products such as bank accounts, savings and ISAs, and credit cards
- Fraud investigator, raising both dispute and fraud claims, running investigations, and keeping customers up to date with their claims
- Responsible for checking and verifying photographic identification to make sure they were legitimate
- Verification on any high-end bank transfers that required additional checks before the funds could be released to help avoid any potential losses.
- Maintained strict confidentiality whilst handling sensitive data during investigations.
- Uncovered instances of money laundering through meticulous investigation processes.
- Informed employees about common signs of fraudulent activity thereby increasing vigilance at workplace.
Customer service representative
Co-operative bank
Liverpool
2007.01 - 2010.01
- Maintaining up to date customer records to stay in line with data protection guidelines
- Selling and upselling products such as bank accounts, credit cards, and saving accounts.
- Improved customer satisfaction by effectively handling complaints and inquiries.
- Managed high volume of inbound calls for quick resolution of customer issues.
- Developed strong relationships with customers fostering brand loyalty and repeat business.
- Collaborated with sales team to maximise product visibility and sales.
- Assisted customers in making informed decisions by providing detailed product information.
Education
anfield community comprehensive
Liverpoolanfield community comprehensive
LiverpoolSkills
- Experience of providing support for customers whilst dealing with a wide range of complex queries including extremely vulnerable customers
- First class Customer Service skills
- Fast paced with attention to detail admin skills
- Excellent communication, interpersonal and ICT skills
- Experience of working in a very fast paced environment
- Matching products to customers needs
- First class objection handling skills
- Working under pressure to deliver targets
- Customer Service
- Customer relations
- Problem-solving
- Team Leadership
- Product knowledge
- Public speaking
Custom
I enjoy sport and obstacle course racing. I like watching films and eating out. I have an interest in photography. I attend live football matches when possible.
Affiliations
- photographer
- powerlifter
- obstacle course racer
References
References available upon request.
Timeline
Customer service representative
Cashplus bank
2024.02 - 2024.06
Station assistant
Merseyrail
2022.01 - 2023.12
Fraud investigator
santander
2010.01 - 2021.01
Customer service representative
Co-operative bank
2007.01 - 2010.01
anfield community comprehensive
anfield community comprehensive