Murray Dawson
Horsham
Summary
Experienced customer services executive with a strong background in client relationship management, pension transfer processing, and customer engagement. Demonstrates exceptional communication skills and a proven ability to manage high volumes of customer queries across various channels, ensuring professional and empathetic service. Skilled in resolving complex issues, maintaining excellent customer satisfaction, and streamlining operational processes. Adept at collaborating across departments to enhance efficiency and deliver positive client outcomes. Career focus includes leveraging expertise in financial services operations to drive superior service delivery and operational excellence.
Overview
6
6
years of professional experience
Work History
Customer Services Executive
People's Partnership
Crawley
08.2024 - Current
- Start to end processing of members' pension transfer out requests to receiving schemes via the Origo Platform with a key focus on schemes requiring due diligence
- Provide critical support to other departments by clarifying transfer processes. for other departments' queries regarding transfers processes and timescales.
- Professional, polite communication with clients via email phone and post to request information and maintain a clear timeline of their pension transfer.
- Participate in team meetings to share best practices and updates on customer service initiatives.
Customer Support Executive
People's Partnership
Crawley
01.2024 - 08.2024
- Managed high volume of customer enquiries via telephone, email, and live chat, providing prompt and courteous responses.
- Achieved high customer satisfaction by providing friendly, informative, and helpful service.
- Resolved complex customer complaints by investigating issues, proposing solutions, and following up to guarantee satisfaction.
- Managed diverse customer queries and requests across multiple products and processes, delivering professional and empathetic service through effective communication.
Pensions and Investments Administrator
InPartnership Financial Advisers
Horsham
08.2023 - 10.2023
- Submitted pension and investments to providers online via providers' website or post
- Chased providers on the progress of business in a timely and effective manner
- Ensured all documents held on client files are scanned to Intelligent Office
- Issued documents to clients including post sales letters and plan schedules
- Produced Ongoing Service Reports for advisers' client meetings with all supporting documentation in a timely and effective manner
Operations Associate
Benchmark Capital
Horsham
02.2022 - 08.2023
- Understood and completed multiple processes across operations administration, including cross-departmental processes to attain a holistic overview of the Operations department
- Developed comprehensive knowledge of platforms used in financial services
- Executed procedures and instructions to ensure compliance and accuracy in order to ensure good client outcomes
- Identified exceptions and corrected them to ensure timely and accurate completion of activity.
- Developed detailed reference materials for the operations team for Operations department to efficiently answer adviser queries
General Assistant - Online
Sainsbury's PLC
Haywards Heath
05.2020 - 02.2022
- Resolved disputes promptly and keep customer interactions friendly and calm.
- Improved click and collect experience through direct customer engagement.
- Loaded and organise vans manually to keep departures running smoothly.
- Coordinated colleagues to support on-time van departure each shift.
- Processed orders and returns using proprietary software systems correctly.
- Streamlined click and collect by proposing practical improvements based on experience.
Education
Certificate of Higher Education - Economics and Personal Finance
The Open University
01-2025
A Level -
Sussex Downs College
01-2018
Skills
- Client relationship management
- Pension transfer processing
- Communication skills
- Customer engagement
- Call centre experience
- Data entry efficiency
Timeline
Customer Services Executive
People's Partnership
08.2024 - Current
Customer Support Executive
People's Partnership
01.2024 - 08.2024
Pensions and Investments Administrator
InPartnership Financial Advisers
08.2023 - 10.2023
Operations Associate
Benchmark Capital
02.2022 - 08.2023
General Assistant - Online
Sainsbury's PLC
05.2020 - 02.2022
Certificate of Higher Education - Economics and Personal Finance
The Open University
A Level -
Sussex Downs College