Ryan Miller

I have many years of experience in various customer service roles, and I am currently employed as a Customer Relations Executive at AXA Health. In this role, I am responsible for investigating customer complaints and providing final decisions via telephone, email, and written correspondence.

Through this position, I have developed strong expertise in complaint resolution, ensuring outcomes are fair and reasonable by thoroughly reviewing all relevant information — including medical documentation, recorded calls, and policy wording. I also ensure that all decisions are made in line with FCA regulations and industry standards.

Importantly, none of the cases I have handled that were referred to the Financial Ombudsman Service have resulted in a change of decision, which I believe demonstrates my ability to make well-considered, evidence-based conclusions.

I am confident and articulate in communicating complaint outcomes to customers across various channels, always aiming to provide exceptional service with professionalism, respect, and empathy where appropriate. I am highly experienced in drafting final decision letters that are clear, concise, and grammatically accurate, ensuring customers understand the reasoning behind each decision.

I thrive in fast-paced environments and am adept at managing and prioritising my workload effectively. I consistently meet personal, team, and departmental targets. In addition, I have experience identifying common complaint trends, conducting root cause analysis, and presenting findings to managers and stakeholders to support continuous improvement.