Sharon Wilson

• First point of contact, when customer's call in to apply for personal loan or to service their existing accounts.
• Customer complaints effectively resolve any issues within first point of contact.
• Manage Team Managers Mailbox with complex cases, taking ownership and investigating and getting fixes in place.
• Consistently exceeded service metrics through top-quality customer care.
• In December 2017 Sainsburys moved away from Lloyds Banking Group, Expanded on product knowledge, now multi skilled on 3 products, Loans, Savings Online Banking help desk.
• Have also been part of new starts training group giving them support on telephone and answering customer and system, product queries.
• Always looking for ways to improve processes and sending Make it Better suggestions.
• Secure messaging, which is another form of communication where customer can contact us via online banking to action any servicing requests..
• Resolved conflicts and defused stressful situations with emotional intelligence.

• While working at DM design in telesales, I was required to call, general public about deals and offers on kitchens, bedrooms and bathrooms.
• Cold-called customers from assigned contact lists to build new business and make appointments and obtaining details to make appointments to visit them.
• Achieved daily performance targets of making 3 appointment within my 3 hour shift, aiding department progression towards sales goals.
• I was also part of the aftercare team - This included helping customers with any issues or assistance with their new product(s).
• Processed complaints professionally, seeking effective, timely solutions for continued customer satisfaction.
• Answered customer enquiries with excellent customer service skills.

• Warmly greeted customers to establish positive first impressions, using targeted door-to-door selling.
• Demonstrated products to encourage purchases by showcasing features and benefits.
• Identified prospect needs and offered appropriate products and services.
• Applied exceptional customer service skills across all sales channels to engage prospects.
• Built rapport with new and existing customers to boost client retention.
• Demonstrated product features and functions to engage potential customers.
• Kept product knowledge up-to-date by attending regular training to deliver reliable information with confidence.

• Interviewing potential candidates for positions at Sky and Tesco. Telephone interviews around 5 per shift.
• Mutual clients were looking to recruit successful individuals from all over Scotland/England/Wales.
• Scheduled and conducted interviews, evaluating candidate pool to select top talent.
• Coached candidates through interview process to secure top roles.
• Interviewed, assessed and matched prospective applicants with vacancies at client companies.
• Informed candidates about interview results and made job offers to successful interviewees.
• Coordinated reference and background checks for compliance with right-to-work guidelines.
• Processing client's applications and identification documents and if obtaining personal reference if required.

• Started off in Personal Pensions Department, it would mean liaising with Independent Financial Advisers and customers regarding their Personal Pensions.
• In charge of thee cheque payments system and made sure customers monthly payments were applied correctly as well as supporting team manager.
• Extra training in Group Personal Pensions, taking on more responsibilities and training new starts.
• Internal transfer to Standard Life Bank, processing Mortgage applications.
• Within this role, liaising with Solicitors, Surveyors, and customer's direct.
• Processing identification documents and set up funds for release.
• Money Laundering representative.
• Moved to Saving's department, dealing with servicing customer accounts and opening/closing of accounts to.
• Processing ISA transfer in/out forms, speaking with IFA's, customers, and other banking providers, along with other administration duties.
• Standard Life Bank was then sold off to Barclays Bank in 2010 and role and duties remained.
• Secondment for 6 months to do Barclay's Sanction's and PEP's, Money laundering, for Bank transition.
• Then within 2 years, there where no jobs available and given our redundancy package.

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