Sean McFarlane
Lanark,South Lanarkshire
Summary
Offering strong analytical and problem-solving skills, combined with excellent communication and customer service abilities. Knowledgeable about resolving disputes and managing sensitive information with confidentiality. Ready to use and develop skills in negotiation, critical thinking, and relationship management in a Complaints Handler role for an energy giant.
My department focused primarily with vulnerable customer's who maybe suffering from low income, mental or physical health, elderly and other factors that extra attention to details is required.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
Work history
Claims handler
Direct Line Group
Glasgow, Glasgow
02.2020 - Current
- Streamlined work processes by implementing innovative solutions to common problems.
- Conducted thorough investigations into suspicious or fraudulent claims.
- Assisted in auditing activities, ensuring compliance across all areas of operation.
- Resolved numerous claim disputes, promoting a fair outcome for all parties involved.
- Fostered positive relationships with clients through excellent communication skills.
- Provided support through the entire claim lifecycle resulting in high client satisfaction rates.
- Educated clients on their coverages and claim processes for better understanding.
- Resolved escalated issues with strategic problem-solving techniques.
Complaints handler
Kura
Glasgow, Glasgow
03.2015 - 02.2020
- Investigated all aspects of complaints received thoroughly, leading to fair resolutions that were satisfactory for both parties involved.
- Provided constructive feedback based on personal experiences on the job which contributed towards policy changes aimed at reducing recurrence of similar issues.
- Utilised CRM systems for efficient tracking and managing of customer complaints.
- Assured satisfaction by providing professional and empathetic responses to customers' concerns.
- Developed solutions for complex cases, improving overall service quality.
- Facilitated team training sessions to enhance complaint handling skills amongst colleagues.
- Analysed trends in complaints received, identifying potential areas of improvement in service delivery.
- Identified root causes of complaints through effective questioning.
Education
Certificate of Higher Education - Geograpthy
Holy Cross High School Hamilton
Hamilton, South Lanarkshire 05.2015 - 05.2016
Scottish Qualifications Certificate - English
Holy Cross High School
Hamilton, South Lanarkshire 05.2015 - 05.2016
Scottish Qualifications Certificate - Maths
Holy Cross High School
Hamilton, South Lanarkshire 05.2015 - 05.2016
Scottish Qualifications Certificate - Computing
Holy Cross High School
Hamilton, South Lanarkshire 05.2015 - 05.2016
Scottish Qualifications Certificate - Engineering
Holy Cross High School
Hamilton, South Lanarkshire 05.2015 - 05.2016
Scottish Qualifications Certificate - Physics
Holy Cross High School
Hamilton, South Lanarkshire 05.2015 - 05.2016
Skills
- Decision-Making judgement
- Complaint assessment
- Awareness of industry standards
- Complaint analysis techniques
- Patience and composure
- Empathy and compassion
- Record keeping accuracy
- Advanced excel proficiency
- Complaints management
- Claim investigation methods
- Customer Service
Affiliations
- Hiking and Mountaineering
- Fishing
- Football
- Spending time with Family.
Timeline
Claims handler
Direct Line Group
02.2020 - Current
Certificate of Higher Education - Geograpthy
Holy Cross High School Hamilton
05.2015 - 05.2016
Scottish Qualifications Certificate - English
Holy Cross High School
05.2015 - 05.2016
Scottish Qualifications Certificate - Maths
Holy Cross High School
05.2015 - 05.2016
Scottish Qualifications Certificate - Computing
Holy Cross High School
05.2015 - 05.2016
Scottish Qualifications Certificate - Engineering
Holy Cross High School
05.2015 - 05.2016
Scottish Qualifications Certificate - Physics
Holy Cross High School
05.2015 - 05.2016
Complaints handler
Kura
03.2015 - 02.2020
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