Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Rumbidzai Michele Chauke

Rumbidzai Michele Chauke

Dunfermline

Summary

A highly empathetic, positive and resilient professional who demonstrates a customer centric, personable and results driven customer services approach by employing active listening skills, clear communication and appropriate problem-solving techniques which cater to individual customer needs and exceed expectations. Skilled at accurately documenting customer interactions, identifying customer needs, appropriate solutions and updating on given relationship management systems. Well-versed in building rapport and clearly articulating possible solutions to customers in order to empower them to make an informed decision. Have a greater depth of understanding customer population's needs due to previous experience in the health and social care sector and contact Centre experience. Encourages simplicity by proactively identifying opportunities for continuous improvement with a proven ability to, build relationships, cultivate partnerships and grow the business in line with strategic objectives. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Strategic consultant eager to leverage knowledge in payroll and tax laws. Skilled in using data and analytics to evaluate job duties and requirements. Qualified to implement compensation and benefits strategies. Reliable and committed to professional development and growth. Skilled in Training and Coaching colleagues by conducting highly effective personal and group training sessions focused on topics such as refunds , policy cancellations and policy enquiry. Enthusiastic personality with a hands-on, creative style. Ready to apply experience to a challenging long-term position.

Overview

5
5
years of professional experience

Work History

LIFE AND PENSIONS ADMINISTRATOR

DILIGENTA/LLOYDS BANKING GROUP, SCOTTISH WIDOWS
EDINBURGH
01.2022 - Current
  • Communicate clearly with customers (including vulnerable customers and complainants) both verbally and in writing to understand and respond appropriately to their demands.
  • Work accurately and efficiently to achieve quality standards and to ensure customers receive correct and timely information and to support the delivery of SLAs and any other delivery metrics, including customer feedback metrics.
  • Instigate, support and drive through opportunities to improve efficiency of processes, the customer experience and service delivery and to remove failure demand and waste and to drive First Point Resolution.
  • Undertaking trend analysis .
  • Competence to undertake route cause analysis and identify trends in order to pick systematic issues.
  • Ability to identify cases that are out of my scope that need to utilise escalation processes .
  • Training and coaching team members on product and process knowledge within Life and Pensions work queues .
  • Quality checking my colleagues work to ensure standard procedures are followed to ensure quality service efficiency .
  • Subject Matter Expert (SME ) for cancellations process, stop premium process ,refund process and unit adjustment process on Life and Pension policies
  • Focus on continued personal development and skills and knowledge acquisition to support service delivery across multiple channels and customer demands
  • Support the delivery of an effective controls environment by ensuring that all regulatory requirements are handled in line with company procedures and that focus remains on delivering great customer outcomes in support of the effective management of Conduct Risk
  • Identify and raise control and risk issue appropriately
  • Achieve individual, team and department SLAs/KPIs and other measures or obligations that support the effective delivery of service including customer outcome measures and any other customer or client centric measures
  • Manage own workload to ensure personal and team targets are met.
  • Exercised leadership capabilities by successfully motivating and inspiring others.
  • Proven ability to develop and implement creative solutions to complex problems.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Skilled at working independently and collaboratively in a team environment.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Worked effectively in fast-paced environments.
  • Learned and adapted quickly to new technology and software applications.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Demonstrated a high level of initiative and creativity while tackling difficult tasks.
  • Gained extensive knowledge in data entry, analysis and reporting.
  • Paid attention to detail while completing assignments.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Identified issues, analyzed information and provided solutions to problems.
  • Developed and maintained courteous and effective working relationships.

SUPPORT WORKER

THE ACTION GROUP EDINBURGH
03.2019 - 03.2022
  • Helping service users to develop proficiencies such as coping mechanisms, technical abilities and job and education skills
  • Safely transported service users shopping, accompanied to appointments and drove to special events, taking care to handle mobility and personal needs
  • Tracked service users’ behaviors, daily activities, new skills and notable incidents for documentation purposes
  • Worked with leadership, parents, and volunteers to establish clear goals and guidelines for group meetings
  • Provided support in social, physical and emotional areas to assist service users with integrating into local community
  • Facilitated weekly group meetings, listened, offered compassion and supported members
  • Support service users with personal care and taking their prescribed medication
  • Recording any behavior concerns and reporting to the manager
  • Weekly meal planning with the service users
  • Planned activities for the week with the service users

CUSTOMER SERVICE REPRESENTATIVE

NATIONWIDE BUILDING SOCIETY DUNFERMLINE
11.2017 - 12.2018
  • Communicated clearly and concisely with customers, improving engagement with products and services
  • Prioritized customer comfort and convenience through effective, attentive service and account management
  • Handled and resolved customer complaints calmly and professionally, maintaining prestigious company reputation
  • Worked with energy and enthusiasm, aiding positive working environments and first-class customer experiences
  • Demonstrated exceptional working knowledge of MS Office applications, including Outlook, Word and Excel
  • Maintained spotlessly clean, tidy working environments, enhancing office safety and staff wellbeing
  • Greeted customers with warmth and professionalism, upholding exceptional brand standards
  • Maintained outstanding product knowledge, enabling clear, reliable customer advice
  • Listened perceptively to identify and resolve customer needs and queries
  • Logged customer complaints promptly, enabling issue evaluation for ongoing service improvements
  • Responsible for handling customer account inquiries, accurately providing information to resolve product/service complaints and guarantee customer satisfaction.

Education

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Marondera High School

Skills

Self-Motivated

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Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Reduced 80% of complaints in half of the time were given to complete them by training more colleagues and product and process knowledge I order to tackle the work load as a team
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively with Business Analysts and Project Managers

Timeline

LIFE AND PENSIONS ADMINISTRATOR

DILIGENTA/LLOYDS BANKING GROUP, SCOTTISH WIDOWS
01.2022 - Current

SUPPORT WORKER

THE ACTION GROUP EDINBURGH
03.2019 - 03.2022

CUSTOMER SERVICE REPRESENTATIVE

NATIONWIDE BUILDING SOCIETY DUNFERMLINE
11.2017 - 12.2018

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Marondera High School

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Rumbidzai Michele Chauke