Sarah Folotiya
Corby,Northants
Summary
I am a committed, self-motivated and hardworking individual with a passion for providing excellent customer service at all times. Enthusiastic, customer-focused with outstanding organisational skills and strong experience in customer service always eager to contribute to team success through hard work attention to detail.
I possess a strong ability to adapt and thrive in fast-paced environments, demonstrating resilience and a proactive attitude when faced with challenges. My experience working directly with clients in distress has equipped me with the necessary skills to provide support tailored to their specific needs.
Overview
15
15
years of professional experience
Work history
Specialist Customer Consultant Mortgages (Secured)
Lloyds Banking Group
04.2024 - 07.2025
- Handled inbound and outbound calls regarding mortgage payment difficulties.
- Processed mortgage payments efficiently to enhance customer satisfaction.
- Supported customers in arrears, addressing potential legal actions proactively.
- Completed income and expenditure assessments, directing clients to suitable support services.
- Managed workload effectively, prioritising tasks for optimal productivity.
- Leveraged financial analysis skills to evaluate customer situations and recommend debt resolution strategies.
- Coordinated with legal teams on cases involving potential foreclosure or litigation.
- Developed tailored repayment plans for customers while ensuring compliance with policies.
Customer Specialist Advisor Unsecured
Lloyds Banking Group
01.2023 - 04.2024
- Collaborating closely with customers to create manageable repayment plans tailored to their unique challenges and bring them back to financial health.
- Facilitating the assessment of customers' financial situations by completing detailed income and expenditure reviews, ensuring all options are clearly communicated and understood.
- Using my skills of communication, empathy, compassion and understanding to talk customers through the most suitable options.
- Applying appropriate solutions or repayment plans based on the individual needs of the customer.
- Resolving customer queries and inquires.
- Conducting thorough assessments of customer financial situations to develop suitable unsecured lending options.
- Engaging with vulnerable customers to deliver compassionate support, ensuring they understand their repayment options clearly.
- Managing and resolving customer complaints effectively while maintaining a high standard of customer service and satisfaction.
- Facilitating discussions with customers to provide step-by-step guidance on navigating their repayment plans and managing their debts effectively.
Fraud Advisor
Lloyds Banking Group
02.2021 - 12.2022
- Supporting new and existing customers with their financial and service needs via a range of channels and delivering an excellent customer experience
- Giving excellent customer service to all customers and being empathetic on each and every call
- Responding to customer complaints ensuring prompt resolutions
- Work in compliance with high standard company practices and in accordance with the bank's requirements
- Helping customers via telephone with their fraud and disputes queries such as processing fraud claims, block removals, disputing transactions, promptly refunding customers were due
- Take 40+ inbound calls per day and consistently meets targets for call length and call waiting times
- Providing support and guidance to customers with financial difficulty.
- Helping customers with vulnerabilities who have been a victim of fraud
- Educating customers on all the ways they can better protect themselves from fraud
Banking Consultant/Customer Service Assistant (Branch)
Lloyds Bank
03.2020 - 01.2021
- Delivering excellent customer service to customers
- Greeting bank customers upon entry and directing them to the right department
- Resolving customer queries and inquiries regarding their accounts
- Providing outstanding assistance to customers with all their banking and ensuring all their needs are met
- Efficient transaction processing including deposits, money transfer, withdraws and data entry for personal and business accounts.
- Opening accounts for new customers
Support Worker
NursePlus Agency
01.2019 - 11.2019
- Supporting residents with personal care such as washing dressing, maintaining their personal hygiene, Infection prevention control.
- Providing emotional support to individuals and their families.
- Observing, monitoring and recording resident's conditions in their daily record books
- Supporting residents to pursue hobbies and interests
- Promoting positive mental/physical/nutritional health with residents.
- Supporting them with everyday tasks such as meal preparation, writing a shopping list and going shopping with them.
Motor Claims Assistant
AGEAS Insurance Company
04.2019 - 07.2019
- Logging incoming claims, filing and processing claims into the company's System.
- Entering detailed claim file notes in file management database on a daily basis in accordance with instructions from the claim handlers.
- Responding to emails from clients and third parties
- Contacting Insured individuals to obtain all of the information necessary to process claims.
- Answering incoming telephone calls and general questions when appropriate.
- Processing emails from clients and third parties and linking them to the appropriate claim and posting them to the file handlers
- Maintaining accurate records of claim progress and updates, ensuring adherence to company policies and procedures.
- Evaluating motor claims for accuracy and completeness, identifying potential issues or discrepancies for further review.
Director
IveyJoe Trading LTD
06.2016 - 12.2018
- Established a company specialising in perishable commodities, including fresh and frozen fish.
- Created and implemented comprehensive company policies to guide operations.
- Arranged travel, meetings, and appointments for team efficiency.
- Sourced potential clients while negotiating terms for credit facilities.
- Balanced budgets, reconciled bank accounts, and managed overall company finances.
- Researched and procured equipment and stationery for daily operations.
- Supervised staff performance and addressed issues to maintain productivity.
- Ensured profitability through strategic direction and oversight of company initiatives.
Managing- Beauty Spot Hair & Nail Salon Twin Palm Paint Shop
Kapesika Enterprises Ltd
01.2014 - 06.2016
- Assisted Managing Director by developing new reports and maintaining reporting schedules.
- Updated employee manuals and created procedures to improve operational efficiency.
- Ensured compliance with regulatory requirements to uphold facility standards.
- Resolved customer care issues promptly to sustain satisfaction levels.
- Managed payroll processes and generated sales reports with budgets for Managing Director.
- Scheduled appointments and maintained master calendar for events and staff leave days.
- Supervised team of 16 specialised hairdressers and beauty experts, ensuring high-quality service.
- Hired, trained, and managed staff to cultivate a productive work environment.
Census Enumerator
Central Statistical Office
Lusaka
09.2010 - 12.2010
- Conducted one-to-one interviews with approximately 500 families in Eastern Province.
- Accurately recorded and reported findings to area supervisor.
- Participated in counting and documenting family particulars for comprehensive data collection.
- Adapted to diverse neighbourhoods for effective interaction with residents.
- Travelled extensively within assigned areas for comprehensive coverage.
- Improved data accuracy by meticulous collection and recording of census information.
Education
ABMA - Advanced Diploma - Human Resource Management
Association of Business Managers And Administrators
LusakaSkills
- Data entry and management
- Customer service and support
- Problem-solving and resolution
- Verbal and written communication
- Team collaboration and engagement
- Active listening and empathy
- Income and expenditure analysis
- Active listening
- Attention to detail
- Empathy
- Complaint resolution
Custom
Sarah, Folotiya, Corby, Northants, +44 7708 990430, sarahivey02@gmail.com
Personal Information
Timeline
Specialist Customer Consultant Mortgages (Secured)
Lloyds Banking Group
04.2024 - 07.2025
Customer Specialist Advisor Unsecured
Lloyds Banking Group
01.2023 - 04.2024
Fraud Advisor
Lloyds Banking Group
02.2021 - 12.2022
Banking Consultant/Customer Service Assistant (Branch)
Lloyds Bank
03.2020 - 01.2021
Motor Claims Assistant
AGEAS Insurance Company
04.2019 - 07.2019
Support Worker
NursePlus Agency
01.2019 - 11.2019
Director
IveyJoe Trading LTD
06.2016 - 12.2018
Managing- Beauty Spot Hair & Nail Salon Twin Palm Paint Shop
Kapesika Enterprises Ltd
01.2014 - 06.2016
Census Enumerator
Central Statistical Office
09.2010 - 12.2010
ABMA - Advanced Diploma - Human Resource Management
Association of Business Managers And Administrators
Similar Profiles
Ankita CampbellAnkita Campbell
Manager, Deloitte USI at Banking and IM - Lloyds Banking Group and Index VenturesManager, Deloitte USI at Banking and IM - Lloyds Banking Group and Index Ventures
Nishant RamNishant Ram
IT Project Manager at American Express, Lloyds Banking Group, Royal London GroupIT Project Manager at American Express, Lloyds Banking Group, Royal London Group
RICHARD PICKERINGRICHARD PICKERING
Service desk analyst at Lloyds Banking GroupService desk analyst at Lloyds Banking Group
Jaimeen Kameshwara VinjamuryJaimeen Kameshwara Vinjamury
Elearning Developer and Instructional Designer at Lloyds Banking GroupElearning Developer and Instructional Designer at Lloyds Banking Group
Emma BurroughEmma Burrough
Gate Security at SGB BBCGate Security at SGB BBC