Your Name
Summary
Dedicated professional with a strong focus on customer service and payment processing, demonstrating resilience and patience under pressure. Skilled in handling financial transactions, interpreting customer service metrics, and managing complaints with empathy and understanding. Proficient in Microsoft Office Suite and Office 365, ensuring data confidentiality while maintaining proactive engagement through email correspondence and telephone support. Committed to building interpersonal rapport and implementing feedback to enhance customer satisfaction. Aspires to leverage expertise in GDPR regulations and team collaboration to drive operational excellence in future roles.
Successful Customer service adviser with 17 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Experienced professional with focus on customer service and satisfaction. Capable of resolving issues promptly and fostering positive client relationships through strong communication and problem-solving skills. Committed to enhancing customer experiences by providing tailored support and maintaining high service standards.
Overview
18
18
years of professional experience
12046
12046
years of post-secondary education
1
1
Certification
Work history
Customer service advisor
Hughes Insurance
Newtownards, Down
2007.10 - Current
- Assisted customers in resolving inquiries and issues related to products and services.
- Provided detailed information about products, promotions, and services to enhance customer experience.
- Collaborated with team members to ensure prompt and efficient service delivery to all customers.
- Maintained accurate records of customer interactions and transactions for future reference.
- Advised clients on insurance policies tailored to individual needs and circumstances.
- Developed and maintained strong relationships with clients to ensure ongoing satisfaction and retention.
- Conducted regular policy reviews to ensure clients' coverage remained aligned with their evolving needs.
- Educated clients on claims processes and assisted them in navigating complex procedures.
- Collaborated with underwriters to negotiate terms and conditions for optimal policy placement.
- Mentored junior advisors on best practices in client engagement and policy recommendations.
- Implemented strategies to enhance service delivery and improve overall client experience.
- Enhanced customer trust by providing expert advice on various insurance products.
- Worked collaboratively with team members to reach company targets.
- Handled paperwork efficiently, reducing processing time significantly.
- Managed confidential client information with utmost discretion to maintain privacy.
Assistant Manager (secondment role)
Hughes Insurance
Newtownards, Down
2022.05 - 2024.10
- Collaborated with team to develop and implement operational strategies enhancing efficiency.
- Mentored junior staff members, fostering a culture of teamwork and professional growth.
- Led weekly meetings to address project updates, ensuring alignment of team objectives.
- Coordinated with cross-functional departments to streamline processes and improve communication.
- Analysed performance metrics to identify areas for improvement and optimise workflows.
- Assisted in the preparation of reports detailing project progress and operational outcomes.
- Implemented training programmes that improved staff knowledge and operational capabilities.
- Resolved customer queries and complaints effectively, enhancing overall satisfaction levels.
- Developed strong relationships with suppliers, ensuring timely delivery of products.
- Improved customer service by implementing new procedures and protocols.
- Provided excellent customer service leading to repeat business and customer loyalty.
- Handled customer complaints effectively, restoring trust in our brand.
- Created a positive work environment, resulting in higher employee morale.
- Delegated tasks to team members efficiently improving overall productivity.
- Provided support to manager during audits, ensuring accurate reports.
- Coordinated with management on operational issues providing solutions for better efficiency.
- Increased staff productivity by providing comprehensive training programmes.
- Monitored sales performance regularly adjusting strategies as required.
- Led and managed administrative staff to maintain smooth daily operations.
- Designed and implemented training to further develop staff based on business goals.
Customer advisor
Teleperformance
Bangor , Down
2007.04 - 2007.10
- Advised clients on passport application processes and requirements to ensure compliance.
- Assisted in resolving complex passport issues by providing tailored guidance to applicants.
- Coordinated with government agencies to streamline application submissions and track progress.
- Managed documentation and ensured accuracy in all passport-related records and files.
- Coordinated multiple schedules to streamline appointment booking processes.
- Ensured accurate data entry into scheduling software to maintain up-to-date records.
- Collaborated with team members to optimise appointment availability for clients.
- Assisted in handling customer enquiries and booking appointments, promoting efficiency in operations.
Education
BTEC National Diploma - Beauty and applied science
Southern Eastern Regional college
Bangor 2001.10 - 2003.06
BTEC National Dimploma - Advanced Business and Information and Communication Technology
Southern Eastern Regional College
Bangor 2004.09 - 2026.06
Cert CII - Insurance
Chartered Insurance Institute
Belfast 2008.04 - 2015.04
National Vocational Qualification Level 2 - NVQ in Retail Financial Services
City and Guilds
Belfast 2009.06 - 2010.06
GCSE - Business studies
CCEA
BelfastGCSE - English
CCEA
BelfastGCSE - Geography
CCEA
BelfastGCSEs - Science
CCEA
BelfastGCSEs - Office Applications
AQA
BelfastGCSEs - Mathematics
AQA
BelfastSkills
- Resilient under pressure
- Financial transactions handling
- Customer focus
- Knowledge of gdpr regulations
- Patience under pressure
- Resilience in stressful situations
- Payment system operations
- Empathy and understanding
- Customer service metrics interpretation
- Interpersonal rapport building
- Proactive engagement
- Email correspondence
- Feedback reception and implementation
- Team player
- Complaint management
- Customer Service
- Payment Processing
- Data Entry
- Microsoft Office Suite
- Office 365 usage
- Telephone support
- Data confidentiality
- Empathy and patience
- Excellent listening and communication
Certification
My family are active sailors and I received my VHF Radio Licence in November 2022 to ensure i am fully prepared for any situation on the water.
Affiliations
- My family are active sailors and I volunteer every Friday night during the Summer months to teach children how to sail. I really enjoy watching the children have so much enjoyment and learning new skills every week.
References
References available upon request.
Timeline
Assistant Manager (secondment role)
Hughes Insurance
2022.05 - 2024.10
National Vocational Qualification Level 2 - NVQ in Retail Financial Services
City and Guilds
2009.06 - 2010.06
Cert CII - Insurance
Chartered Insurance Institute
2008.04 - 2015.04
Customer service advisor
Hughes Insurance
2007.10 - Current
Customer advisor
Teleperformance
2007.04 - 2007.10
BTEC National Dimploma - Advanced Business and Information and Communication Technology
Southern Eastern Regional College
2004.09 - 2026.06
BTEC National Diploma - Beauty and applied science
Southern Eastern Regional college
2001.10 - 2003.06
GCSE - Business studies
CCEA
GCSE - English
CCEA
GCSE - Geography
CCEA
GCSEs - Science
CCEA
GCSEs - Office Applications
AQA
GCSEs - Mathematics
AQA