Spencer Philip Orme

As a PBM role allowed me to create opportunities to create deeper more meaningful connections with members, by using a consultative sales approach, in a friendly clear, supported and expert knowledge of the market. To help to create a profitable financial strategy for our members, and help sourced new business through networking to maximise investment opportunities in a positive, happy, non-intrusive manner, to help support my members financial goals with plans to help achieve the. I regularly excelled in KPI's and this showed in my figures, my customer service feedback and my customer service outcome calls.

With excelling in my role, I was approached to help train the new starters getting them comfortable with the systems and programmes we use (PC and MAC). Making training come to life so the learning is enjoyable and the products, policies and processes are forever changing.

With lots of troubleshooting skills comes warrant for helping in the bigger picture. - I was tasked with when systems are at fault, to look into why systems didn't speak to each other and how we can create a resolution and move forwards to help create a better customer experience.

• Excelling at over the phone tasks. I wanted a bit of change and moved my skills to a face to face role.
• This allowed me to gesticulate more and bring conversations to life in a more face on approach. It was the exact same job just in a branch.
• More responsibilities which were branch specific. tasked with handling large sums of cash. Managed a team of 10 who settled and balanced tills. Logistics in regards to Safe counting and exporting the money.

Excelling in the customer service platform and after I was awarded the very prestigious award of innovation of 2016 award. I was promoted to a supervisor. Where I oversaw any challenging queries, members had. If a customer service consultant couldn't answer the query I would take over the situation in a calmly manner and educate the member giving them options of how to find their information across the different platforms we offer. Troubleshoot and help negotiate a resolution. I would also help with the delegation of shift patterns to our peers and colleagues. In my teams or colleagues had issues with systems I had access to systems to help reboot and reinstall programmes that are causing the issues.

• Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
• Obtained feedback from customers to improve service experience.
• Assisted customers with varying questions using product knowledge and service expertise.
• Listened actively to offer accurate information and best solution to their needs.