Ross Brown

My current role with Tesco Bank Includes the following duties;

• Managing customers Motor claims, including managing settlement
• Overall customer service management through phone calls and emails
• Liaised with underwriters and policyholders for claim resolution.
• Conducted investigations to validate insurance claims accurately.

My current role is within Tesco Insurance, managing multiple areas of the customers journey through an insurance claim. This can be from the first initial call and gathering all the required information as well as setting expectations to the customer on how their claim will be managed. I also work in the new loss department, managing initial settlement offers for vehicle deemed potentially not repairable. I have also assisted with 1-1 coaching, training new employees within different sectors of the business, managing floor support, completing accurate call quality procedures and providing feedback to advisors and complaint management.

My role within TT2 is part of the customer experience team. My duties included;

• Inbound and outbound calls to our customers
• Reviewing and responding to customer emails
• Reviewing and responding to customer appeals
• Provided feedback on common complaints and issues; influenced product and service improvements.

During my time at TT2, I was initially part of the customer relations team, focusing on managing customer queries through multiple contact methods. This including managing customer appeals into unpaid toll charges. I further moved into supporting other staff members whilst maintaining my own workload. I was also part of the training team, creating and completing any training material for new employees. This also included supporting their transition from the training environment into their teams.

Within my role at BT, my duties included;

• Problem solving and questioning to resolve customer faults with their services
• Complaint management
• Communicating with third parties to ensure customer satisfaction

I assisted with resolving any faults' customer experienced with telephone, internet and T.V services. The role is also based around KPI's, set targets and NPS scores.

My role with Sage included the following duties;

• Managing and offering support on numerous web chats
• Guided users through step-by-step solutions, ensuring they felt supported throughout the process.
• Cross selling on Sage software

My time at Sage was based around technical support for customers using the Sage account software. Duties included assisting and resolving any issues customers were experiencing with the software whilst maintaining KPI's

My role at Concentrix included the following duties;

• Inbound and outbound calls to our customers
• Complaint management
• Account Management

As a customer service advisor, we were the first point of contact for all customers, establishing their needs and passing over to the correct team to assist. We also reviewed and resolved any general enquiries relating to billing for BT.

During my time at Engie, My duties included;

• Managing customer energy accounts
• Complaint Management and compliance
• Cross selling on Engie Products

I started as a customer service advisor, assisting customers via telephone, email and letters relating to their energy account. I then moved into an administrative role, more directed towards reviewing and resolving customer complaints before they were passed to the ombudsman in which I was managing around 20 cases a day. During my time, I also assisted with creating training packs and leading training sessions, floor support duties for other staff members and assisting with team leader management duties, including coaching.

During my time at Co-op, my duties included;

• Money management whilst serving customers
• Stock management

My Role at Co-op foods was based in a busy area, where customer levels were high. Whilst working as part of a team, we managed and monitored stocks as well as offering any support required to our customers. The role also involved money handling during the fast-paced rushes we experienced throughout the day.

My Teleperformance roles included;

• Inbound and outbound call management
• Cross selling on products
• Working in a fast-paced environment managed by KPI's

My first role was with E-on, assisting customers with every area of their energy accounts. The role also included complaint management, cross selling and was managed via KPI's. I also assisted with floor support duties, as well as assisting within the training environment, with 1-1 coaching for other team members to help them improve