Roberta Battman

• Responded to customer requests with friendly, knowledgeable service and support.
• Collaborated with staff members to enhance customer service experience and exceed client satisfaction rate targets.
• Obtained feedback from customers to improve service experience.
• Enhanced internal and external customer satisfaction ratings by researching, troubleshooting and resolving escalated issues efficiently.
• Resolved customer complaints following guidelines and resolved complex client issues, delivering exceptional customer service.
• Developed team training programmes for better customer service.

Accountabilities and responsibilities

• Manage company-wide Control and Governance's assets and ensure they are up to date and adherent to the regulatory requirement
• Liaise with Legal, Compliance, Brand, Product and Risk regularly
• Produce internal and external communications, obtain correct data and ensure the message is clear and to the point
• Write and edit in-house articles, case studies and annual reports.
• Create and distribute newsletters to connect directly with key stakeholders.
• Managed requests for access to documentation, maintaining confidentiality.
• Produced document progress reports for senior managers.
• Gathered information and prepared data for use in reporting and documentation.

Accountabilities and Responsibilities

• Developed extensive knowledge of current procedures and processes, monitored regulatory changes and reviewed legislative documentation for consistent company compliance.
• Identify interactions containing non-conformances and breaches and provide appropriate feedback and presented necessary corrective action plan to Senior Management in several departments.
• Attended and contributed to meetings to devise corrective activities and projects. Developed holistic strategies to ensure new QA departments were aligned.
• Organised and served as spokesperson for QA to promote new Framework and manage expectations of changes with positiveness.
• Identified complaint trends and patterns to report to supervisors and guide changes.
• Identified root causes of complaints through effective questioning.
• Inspected and documented incoming materials to address quality issues.

Accountabilities and responsibilities

• Trained, led and motivated academy team to deliver customer service excellence as frontline agents.
• Delivered feedback constructively to enhance staff performance, implementing necessary changes to improve productivity and meet targets.
• Analysed statistics and KPIs to identify potential service improvements.
• Documented department data and compiled accurate reports.
• Coordinated department workflow to meet objectives and handle competing priorities.
• Implemented company processes to effectively resolve customer service issues.