Michelle Saunders

• Act as a first point of contact for resolving customer queries and complaints by using effective listening skills. Scoping the customers concerns to maintain and strengthen the customer relationship with Clarion.
• Provide a quality service to customers while identifying opportunities to improve customer satisfaction.

Responsibilities include:

• Effectively listening to the customer, while showing empathy and understanding throughout.
• Commencing the case process
• Deciphering the correct and most relevant investigatory questions to be able to resolve the issues and tasking the associated business area.
• Documenting all communication with the customer accurately within CRM and acknowledging the customers concerns.
• Providing the customer with the next steps so they feel fully informed from the outset of the process.
• Consistent high achiever when it comes to quality monitoring of calls - regularly achieving 85%+ as a score
• Achieve company-set targets for raising complaints while still maintaining and providing the highest level of information to assist the Stage 1 team

• Acted as a first point of contact for customers when they contacted Clarion via phone, email, or live chat for any Housing concerns/queries
• Exhibited strong empathy on every contact, alongside effective questioning and active listening skills.
• Consistent high achiever when it came to quality monitoring on calls and live chat
• Reliably achieved company-set objectives when processing incoming emails
• Ensured all customer contact was accurately recorded while following the appropriate operational processes on CRM
• Took ownership of each form of contact and if I was able to proactively resolve a customer query this would be undertaken from the outset
• Was flexible in my approach to work - switching skillsets as and when required to assist the working of the Contact Centre

• Was responsible for taking calls from vulnerable and elderly people in need, helping them stay calm and safe.
• Effectively identified issues when a customer would actively or inadvertently pressed their alarm.
• Would arrange any required support whether that was by contacting a nominated family member or calling the emergency services.
• Provided help and support to people in potentially life-threatening situations
• Ensured the customers welfare was my priority

• Streamlined administrative processes to improve office efficiency
• Provided personal assistance to Financial Director whilst he was travelling overseas on business trips
• Took minutes during meetings with accuracy and precision, facilitated follow-up actions efficiently

• Provided personal assistant duties to the two Partners while running the administrative duties of the office
• Handled incoming correspondence, resulting in timely responses and decision-making
• Improved office efficiency by streamlining administrative procedures
• Implemented new filing systems, improving data retrieval efficiency.
• Liaised with IT department to rectify technical issues promptly