Robert Rowe

• Operate phone line for 111 non-emergency medical concerns
• Deal with a variety of customers with complex needs
• Navigate high stress calls with precision and accuracy
• Show empathy and understanding for vulnerable situations
• Able to coordinate with patients, medical centres, ambulance calls and clinicians in house as needed

I created Data Rowe Ltd as a data analysis company through which I could run my contracting work. I also used this to undergo my self led training and experience in starting data science as a new career.

• Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
• Assisted customers with varying questions using product knowledge and service expertise.
• Implemented customer follow up to uphold service standards.
• Offered current, accurate advice on optional solutions for concerns.
• Resolved customer issues using strong interpersonal skills and conflict resolution techniques.
• Recorded information about inquiries and complaints within internal database.
• Shared informational brochures and details about policies to help guests make decisions.
• Applied conflict management to stressed and concerned customers.
• Adjusted client accounts with credits or debits matching current needs.
• Assisted customers with compromised debit cards and issued new credentials.
• Took care to verify transactions and maintain security protocols, protecting institution from avoidable losses.