Summary
Overview
Work history
Education
Skills
Timeline
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Patritsia Rossi

Glasgow,Glasgow City

Summary

A motivated Customer Service Professional who specializes in Finance, Banking and Energy sectors. My experience includes working at Tandem Bank and Lloyd's Bank where my career started and was inspired to enhance my knowledge in Finance by starting my BSc (Honours) Accounting and Finance at Open University. In my most recent position at OVO, demonstrating proficiency in Finance, IT, and adaptability in learning new skills and business operations.

Overview

5
5
years of professional experience
6
6
years of post-secondary education

Work history

Zero Carbon Living Advisor (PAYGO Care Team)

OVO Energy Ltd
Glasgow
11.2023 - 02.2024
  • I was part of the collective effort that resulted in supporting 10,000 low income homes becoming more efficient through OVO Energy Solutions retrofit schemes, with £2.70m in annual bill savings across them all, and £70.30m in lifetime bill savings
  • Orchestrated a cross-functional communication strategy, resulting in a 15% increase in customer satisfaction scores and a 20% decrease in wait times by exceeding KPI/SLA
  • Provided guidance on effective debt repayment strategies to the customer
  • Demonstrating good decision-making by either offering credit extensions to customers as necessary, along with flexible repayment options or referred to financial charities for further assistance
  • Sending invoices and reminders about customer's debt and remaining credit to customer via post and email
  • Process payments over the phone
  • Updated the mode of meter on customer's account from PAYGO to PAYM and vice versa
  • Making occasional B2B calls to Itron about Traditional Meter keys and arranging engineer appointments
  • Offering valuable advice to customers to improve their EPC rating of their home by 30% which is extremely valuable as it can increase their home's value by 15%.

Agent

Blue Arrow Ltd - Lloyds Banking Group Ltd
Glasgow
07.2019 - 04.2021
  • I was selected to join the second training cohort for Blue Arrow's latest campaign for Lloyds
  • During this program, I received comprehensive training to handle calls for Lloyds, Halifax, and Bank of Scotland
  • I actively participated in training sessions and call monitoring to assist new colleagues in joining the campaign and provide support to my peers who lacked prior call center experience
  • Guiding customers through any forms or processes such as Direct Debit Indemnity claims, Payments in Error and Disputes
  • In charge of PIN reminders, cards, and bank statements dispatching them promptly and accurately to the intended recipients
  • Coaching new team members for the campaign
  • Utilising critical thinking skills and banking knowledge
  • Adhering to quality standards and ensuring consistency in customer interactions
  • Taking ownership by being empathetic and resolving customer complaints
  • Performed administrative tasks such as updating client accounts, maintaining financial records, allocating additional cardholders and updating card information
  • Meeting and exceeding performance targets
  • Displaying in-depth knowledge of products to address customer inquiries.

Customer Service Advisor

Sykes Ltd (Foundever) - Tandem bank
Edinburgh
12.2018 - 07.2019
  • Supported high-net-worth individuals with any queries related to online banking such as account closures/openings, tracking customer spending, and company policy
  • Helped customers transition from Harrods Bank Limited to Tandem Bank
  • Demonstrated multitasking abilities by managing the Tandem chat box, escalating cases, and handling inbound calls whilst utilizing strong writing and communication skills
  • Promoted and displayed product knowledge of credit cards, current and savings accounts
  • Maintained an empathetic and professional demeanor with customers whilst resolving customer complaints and ensuring that every customer had an exceptional experience.

Education

Xero Advisor -

Xero

Spanish: Native Level -

Colegio Elfo
Madrid

Financial and Cost Accounting -

New College Lanarkshire

Communication in Administration -

New College Lanarkshire

Data Protection and GDPR -

OVO Energy Ltd

Critical Thinking -

New College Lanarkshire

Problem Solving -

New College Lanarkshire

Fundamentals of Insurance Brokers -

Alison Courses

Word Processing -

LinkedIn

Microsoft Excel and PowerPoint -

LinkedIn

Bachelor of Science - Accounting and Finance

Open University
Remote
10.2023 - 06.2029

Skills

  • Time Management
  • Outlook Management
  • Accounting
  • Attention to detail
  • Team Player
  • Product Knowledge
  • FCA Compliance
  • Interpersonal Skills
  • Conflict Management
  • Organizational Skills
  • Debt Calculations
  • Debt and Credit Management
  • Account Management
  • Financial Accounting for Limited Companies
  • Fraud detection and Prevention
  • Financial Services: Personal Finance
  • Salesforce
  • Orion
  • Communication in Administration
  • Management of People and Finance
  • Vulnerable Customers Management
  • Anti-Money Laundering
  • IT Solutions for Administrators
  • Risk Management
  • Management of Marketing and Operations
  • Problem-solving
  • Leadership
  • Communication skills

Timeline

Zero Carbon Living Advisor (PAYGO Care Team)

OVO Energy Ltd
11.2023 - 02.2024

Bachelor of Science - Accounting and Finance

Open University
10.2023 - 06.2029

Agent

Blue Arrow Ltd - Lloyds Banking Group Ltd
07.2019 - 04.2021

Customer Service Advisor

Sykes Ltd (Foundever) - Tandem bank
12.2018 - 07.2019

Xero Advisor -

Xero

Spanish: Native Level -

Colegio Elfo

Financial and Cost Accounting -

New College Lanarkshire

Communication in Administration -

New College Lanarkshire

Data Protection and GDPR -

OVO Energy Ltd

Critical Thinking -

New College Lanarkshire

Problem Solving -

New College Lanarkshire

Fundamentals of Insurance Brokers -

Alison Courses

Word Processing -

LinkedIn

Microsoft Excel and PowerPoint -

LinkedIn

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Patritsia Rossi