Shelly-Anne Shaw
Poole
Summary
A warm, patient, dependable customer service professional with extensive experience in retail banking, hospitality, and shop environments. Resolve customer queries calmly and accurately in busy settings. Communicate clearly, support team goals, and maintain high service standards. Focus on practical, hands-on issue resolution that makes every customer visit a positive and happy one. Following redundancy from Barclays, I am keen to bring my passion for customer care and my positive attitude to Tesco.
Overview
29
29
years of professional experience
Work History
Proactive Customer Care Specialist
Barclays
Poole
06.2018 - 05.2026
- Supported customers face to face, by telephone, live chat and social media, delivering day-to-day service and assistance during specialist campaigns, including local branch closures.
- I engaged with customers warmly and clearly, listened carefully to understand their needs and offered tailored guidance. I used my empathy to create a safe space for customers, and I identified their needs and any vulnerabilities and offer tailored product support and guidance and enabled them feel confident using alternative ways to manage their banking.
- Investigated complaints, identified root causes and worked towards fair, positive resolutions while consistently meeting quality and productivity expectations and achieving continuous strong customer satisfaction scores.
- Acted as key support for department colleagues on vulnerable customers, sharing practical guidance and coaching to promote a holistic approach for customers facing challenges such as bereavement, the Covid-19 pandemic, gambling addiction and cost of living crisis.
- Supported people of all ages through Barclays’ Lifeskills programme, aiding their preparation for employment and further education.
PPI & PBA Complaint Decision Maker
Barclays
Poole
01.2013 - 05.2018
- Transitioned from temporary to permanent position in 2014, demonstrating adaptability and commitment.
- Managed portfolio of PPI and PBA complaints, ensuring adherence to strict timescales and regulatory requirements while employing strong communication, thorough investigation, and sound judgement to reach fair decisions for customers and the bank.
Professional Customer Service Associate
Fraser Miller Ltd
Woking
01.2000 - 12.2012
- I organised and managed the company’s diary of Architect and Chartered Surveyor customers. Working to strict deadlines, I completed annual reviews, discussed their changing service needs and obtained professional insurance quotations in line with regulatory requirements.
- Maintained retention of existing customers and expanded the customer base through dependable service and strong product knowledge.
General customer service
various
Poole
09.1997 - 12.1999
- Served customers and processed payments in public houses and family-run pet food and garden supplies shop. Maintained cleanliness of shop/bar, replenished shelves, assisted customers in locating products, and delivered daily operational support.
- Maintained clean, safe working environments to eliminate accident risks.
Education
UK qualifications
Skills
- Creating a friendly, welcoming experience and responding calmly and confidently to customer needs
- Team collaboration
- Empathetic problem solving
- Product knowledge
- Confident and accurate cash and card handling
- Shop-floor maintenance
- Fast-paced organisation
- Proactive rapport building
Timeline
Proactive Customer Care Specialist
Barclays
06.2018 - 05.2026
PPI & PBA Complaint Decision Maker
Barclays
01.2013 - 05.2018
Professional Customer Service Associate
Fraser Miller Ltd
01.2000 - 12.2012
General customer service
various
09.1997 - 12.1999
UK qualifications