Michael Imms
Peterlee,Durham
Summary
A dedicated professional with expertise in ethics and sustainability, resilience in stressful situations, and confidentiality protocols. Demonstrates consistency and reliability while adeptly handling disputes with empathy for customer issues. Possesses strong time management skills and familiarity with company policies, aiming to leverage these competencies towards enhancing organisational efficiency and customer satisfaction.
Overview
13
13
years of professional experience
5
5
years of post-secondary education
Work history
Dispute Resolution Executive
Energy Ombudsman
Daresbury, Warrington
04.2022 - Current
- Manage complaint files meticulously for accurate record-keeping.
- Analyse data thoroughly, identified patterns and trends in complaints.
- Improve public trust by resolving complaints impartially.
- Guide individuals through complaint processes to ease their concerns.
- Provide advice on rights and responsibilities to complainants, improved understanding of the process.
- Create comprehensive reports on investigation findings for transparency.
- Conduct investigations, ensured compliance with regulations.
Complaints specialist
Npower
Peterlee, Durham
05.2012 - 03.2022
- Suggested improvements in customer interaction scripts which led to more efficient communication during complaint handling.
- Boosted overall operational efficiency through diligent monitoring of complaint trends and patterns.
- Collaborated with various departments for timely resolution of customer grievances.
- Assured compliance with industry regulations whilst managing sensitive client information.
- Provided excellent service for improved customer trust and loyalty.
- Investigated complex issues, leading to satisfactory resolutions for both the company and customers.
Education
GCSEs - English Literature & Language amongst others
Shotton Hall Comprehensive
Peterlee, Durham 01.1982 - 05.1987
Skills
- Ethics and sustainability
- Resilience in stressful situations
- Confidentiality protocols
- Consistency and reliability
- Familiarity with company policies
- Dispute handling techniques
- Empathy for customer issues
- Time management expertise
Timeline
Dispute Resolution Executive
Energy Ombudsman
04.2022 - Current
Complaints specialist
Npower
05.2012 - 03.2022
GCSEs - English Literature & Language amongst others
Shotton Hall Comprehensive
01.1982 - 05.1987
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