Mimi Stephanie Ugbir

• Delivering excellent customer service to a diverse range of residents, primarily dealing with Council Tax, with additional knowledge in Benefits and Business Rates.

• Managing caseloads effectively using workflow systems, like Civica, Citrix to ensure cases are resolved efficiently and in line with service standards.

• Communicate clearly and professionally through email, letters, telephone, and face-to-face interactions.

• Handling sensitive and complex debt recovery issues, including cases involving Enforcement Agents and vulnerable customers.

• Demonstrating flexibility and adaptability to meet service targets and deadlines in a fast-paced environment.

• Working independently while supporting colleagues and contributing to team performance and continuous improvement.

• Maintain high levels of accuracy and compliance with relevant legislation and policies.

• Utilising strong ICT skills to manage customer records, casework, and correspondence efficiently.

• Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback for the Council.
• Participated in regular training to maintain up-to-date knowledge on company products and policies.
• Recorded and processed customer data accurately.
• Streamlined responses to emails, improved response time significantly.
• Completed transactions to replace or exchange defective housing issues.
• Assisted customers with housing complaints, logging issues for investigation and providing replacements.
• Expressed care, patience and empathy when handling customer interactions for personalised experience.
• Processed inbound customer calls, providing information on service or upgrades
• Registered and updated accurate customer information on database.
• Guided customers through housing or re-housing process with patience and clarity.
• Assisted customers with varying questions.
• Escalated complex issues in line with internal or external contractors for best practices and swift resolution.
• Maintained excellent working relations with numerous external contractors, providing timely quotes and information.
• Logged customer complaints accurately, expedited corrective actions effectively.

• Managing different systems and software while assisting customers
• Handling challenging or difficult situations
• Liaised with job centres and product manufacturers to action customer requirements and feedback.
• Collected and processed payments.
• Secured customer satisfaction by resolving complaints effectively.
• Responded to telephone and in-person requests for information.
• Managed daily operations ensuring smooth workflow and coordination.
• Maintained high standards of service for positive customer experiences.
• Helped resolve client problems quickly with superior customer service.
• Documented all customer interactions for record keeping purposes.
• Maintained routine communication with clients to assess overall satisfaction, resolve complaints and promote new offerings.

• Managed office logistics, ensuring seamless supply chain and delivery processes
• Supported reception, enhancing service efficiency during peak periods
• Processed administrative tasks and invoices, improving operational accuracy
• Assisting Group Head, contributing to streamlined facilities management
• Optimised resource allocation, achieving measurable operational improvements

• Enhancing warehouse operations order fulfillments with speed and accuracy
• Implemented efficient inventory management techniques, reducing errors and waste
• Fostered strong teamwork in high-pressure environment
• Coordinated with colleagues to streamline picking and packing processes, boosting overall productivity