Ross MacPherson

Tasks included

• Overseeing final billing process of accounts, reviewing for accuracy and ensuring all charges, credits, and adjustments are correctly applied.
• Maintained average of 40 accounts worked daily.
• Investigating and resolving ledger imbalances and discrepancies.
• Generating and issuing final statements for customers whilst ensuring compliance with regulatory standards.
• Communicating findings to relevant departs and providing documentation to support them.

• Tasks included
• Resolving customer queries efficiently whilst building rapport
• Ensuring that all telephone calls are answered promptly
• Managed an average of 40 calls per day
• Dealing with customer's queries, requests, or complaints
• Researching information for callers using available resources
• Accurately recording details of calls and issues on logging software
• Identifying and escalating customer issues or complaints
• Taking ownership on all calls.

Tasks included

• Handling customer queries, requests or complaints
• Maintained an average of 40 calls per day
• Resolving customer queries efficiently whilst building rapport
• Attempting to meet customers needs on first call
• Research information for callers using all resources available
• Identifying and escalating customer issues and complaints when necessary
• Taking ownership on all calls

Tasks included

• Updating customer information and circumstances
• Troubleshooting problems with application or payments
• Working as part of a team to transition customers to Universal Credit.
• Recorded and processed customer data accurately.
• Followed up on unresolved customer issues to research and correct problems.
• De-escalated objections and disputes professionally to maintain customer satisfaction.