Rafael Hovhannessian
Hastings,East Sussex
Summary
Detail-oriented professional with a strong foundation in customer service and communication, adept at managing difficult conversations and maintaining high service standards. Proficient in IT skills, including Microsoft Excel and internal software, ensuring accurate data entry and effective use of multiple systems. Demonstrates exceptional problem-solving abilities by making informed decisions and resolving issues efficiently. Committed to continuous improvement by working towards KPIs and developing new skills. Excellent organisation and time management skills enable the handling of multiple cases simultaneously while meeting deadlines within SLA.
Overview
2
2
Languages
5
5
years of post-secondary education
1
1
year of professional experience
Work history
Policy Review Advisor
Hastings Direct
Bexhill, East Sussex
2025.04 - Current
- Reviewed and validated motor insurance policies to ensure accurate customer information and appropriate levels of cover.
- Investigated policies flagged for potential fraud, identifying inconsistencies and escalating high-risk cases where required.
- Verified customer documentation, including proof of No Claims Discount and risk-related evidence, ensuring authenticity and compliance.
- Conducted inbound and outbound customer calls to obtain, clarify and validate policy information.
- Delivered excellent customer service while resolving policy queries and complaints fairly and efficiently.
- Handled customer enquiries through messenger Service providing professional and efficient support.
- Effectively completed transactions day to day with amendments to customer policies, handling objections and explaining every detail in a professional manner.
- Part of the Colleague forum, brought feedback and improvement suggestions to the monthly meetings from my team.
Education
Bachelor of Arts - Business and Management
University of Portsmouth
Portsmouth 2019.09 - 2022.07
A-Levels - Business Management, Law, Economics
Bexhill Sixth form College
United Kingdom 2017.09 - 2019.07
GCSEs -
St Richards Catholic College
United Kingdom Skills
- Attention to Detail - Spotting inconsistencies in document information, Accurate data entry
- Strong Communication - Confident speaking to customers, explaining decisions clearly and managing expectations Communicate effectively through phone, email and messenger services
- Customer Service - Handling difficult conversations professionally, showing empathy and dealing with complaints calmly Ensuring a high level of customer service is maintained
- IT Skills - Comfortable using multiple systems, Microsoft Excel, word and other internal software
- Problem Solving - Making informed decisions, Resolving issues and escalating relevant cases when required
- Working towards KPIs looking to continuously improve in all relevant areas as well as developing new skills
- Organisation and Time Management - Able to manage multiple cases at once, using diary systems to meet deadlines and prioritising workload effectively ensuring all cases within SLA
Languages
English
Intermediate
Armenian
Intermediate
References
References available upon request.
Timeline
Policy Review Advisor
Hastings Direct
2025.04 - Current
Bachelor of Arts - Business and Management
University of Portsmouth
2019.09 - 2022.07
A-Levels - Business Management, Law, Economics
Bexhill Sixth form College
2017.09 - 2019.07
GCSEs -
St Richards Catholic College