Michelle Simm
Westhoughton,Lancashire
Summary
Dedicated professional specializing in fraudulent pattern recognition and proactive prevention strategies, ensuring robust data protection. Strong investigative skills combined with exceptional customer service capabilities, including effective complaint resolution and empathetic communication. Proficient in administrative support, data entry, and CRM systems, with a commitment to maintaining high standards of telephone etiquette. Aims to leverage these skills to enhance organizational security and improve customer satisfaction.
Overview
25
25
years of professional experience
7
7
years of post-secondary education
Work history
Fraud Investigator
The Very group
08.2020 - 03.2026
- Answered incoming telephone calls from customers and detailed initial queries on Customer Relationship Management (CRM) system.
- Thoroughly investigate accounts/cases that have been referred out, using a variety of different systems. Reducing the impact of fraud to the business and customers.
- Updated case management system with accurate data to reflect investigation progress.
- Investigate missing returns claims
- Provide support to colleagues as a Subject Matter Expert.
- Complete End of Day procedure which involved inputting data onto Excel spreadsheet
Customer Service Agent
Eon
09.2006 - 08.2020
- Acted as first point of contact for customer issues and queries.
- Maintained high standards of professionalism whilst dealing with complex situations.
- Managed customer queries for better understanding of products and services.
- Adhered strictly to regulatory guidelines during customer interactions, maintained brand reputation.
- Handled difficult situations calmly, delivered positive outcomes under pressure.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Improved customer satisfaction by efficiently resolving complaints and issues.
- Developed rapport with customers through empathetic listening skills.
- Entered, updated and removed customer information to keep accounts current.
- Updated customers on special offers and promotions for increased revenue.
Admin Assistant
WHSmith News
06.2004 - 08.2006
- Investigative work whereby I would have to check exceeds reports and establish why some of the returned goods exceeded the customers order.
- I also dealt with customer queries regarding missing credit for their returned goods.
- I would also make amendments to customer standing orders and raised any issues regarding missing deliveries.
- Interacted professionally with clients providing excellent service at all times.
Travel Sales Consultant
Going Places
07.2003 - 06.2004
- Followed up on bookings diligently, ensured timely confirmations.
- Handled customer queries, enhanced brand reputation.
- Maintained strong relationships with clients via regular communication.
- Used travel agency software to explore customers purchasing options, offering clear comparisons and securing best-possible deals.
- Confirmed payment of deposits from clients before commencing with bookings.
- Recorded accurate passenger information to eliminate ticketing errors.
- Achieved customer satisfaction by providing personalised travel solutions.
- Assessed client needs meticulously, proposed tailored travel plans.
- Delivered excellent customer service consistently to build loyal clientele.
Administrator/Receptionist
Travel Counsellors
03.2003 - 07.2003
- Reviewed holiday confirmations and tickets and forwarded them onto customers.
- Fostered positive working environment through polite reception of visitors and efficient handling of their requests.
- Effectively managed incoming and outgoing mail to maximise office efficiency.
- Reception duties including directing calls and meet and greet
Travel Sales Consultant
Thomas Cook
07.2001 - 03.2003
- I completed a Modern Apprenticeship whilst working for Thomas Cook and achieved a Level 2 and 3 NVQ in Travel Services.
- Delivered excellent customer service consistently to build loyal clientele.
- Handled customer queries, enhanced brand reputation.
- Followed up on bookings diligently, ensured timely confirmations.
- Assessed client needs meticulously, proposed tailored travel plans.
- Demonstrated meticulous attention to detail across booking, amendment and other administration activities to ensure accuracy and minimise losses.
- Advised customers on visas and travel safety.
- Used travel agency software to explore customers purchasing options, offering clear comparisons and securing best-possible deals.
- Confirmed payment of deposits from clients before commencing with bookings.
Education
NVQ Level 2 - Travel Services
Thomas Cook Modern Apprenticeship
07.2001 - 07.2002
NVQ Level 3 - Travel Services (Leisure Travel, Business Travel, Call Centre Operations)
Thomas Cook Modern Apprenticeship
07.2002 - 07.2003
GCSEs -
Harper Green School
09.1996 - 07.2001
Skills
- Fraudulent pattern recognition
- Proactive prevention measures
- Investigative instincts
- Data protection procedures
- Administrative support
- Empathy understanding
- Knowledge of CRM systems
- Data entry proficiency
- Customer Service
- Complaint handling
- Exceptional telephone etiquette
Additional information
- Qualifications
- Level 2 NVQ in Travel Services (Leisure Travel, Business Travel, Call Centre Operations)
- Level 3 NVQ in Travel Services
- Key Skills Award, Level 2 Award in Communication
- GCSEs
- Office Applications – A
- Science: Chemistry – A
- Science: Double Award – A
- Science:Biology – A
- French – A
- Geography – A
- Drama and Theatre Arts – B
- English (Speaking and Listening) – B
- English Literature – B
- Mathematics – B
- Statistics – B
- Performing Arts: Dance - C
Timeline
Fraud Investigator
The Very group
08.2020 - 03.2026
Customer Service Agent
Eon
09.2006 - 08.2020
Admin Assistant
WHSmith News
06.2004 - 08.2006
Travel Sales Consultant
Going Places
07.2003 - 06.2004
Administrator/Receptionist
Travel Counsellors
03.2003 - 07.2003
NVQ Level 3 - Travel Services (Leisure Travel, Business Travel, Call Centre Operations)
Thomas Cook Modern Apprenticeship
07.2002 - 07.2003
NVQ Level 2 - Travel Services
Thomas Cook Modern Apprenticeship
07.2001 - 07.2002
Travel Sales Consultant
Thomas Cook
07.2001 - 03.2003
GCSEs -
Harper Green School
09.1996 - 07.2001