Tayler-Jane McAlpine
Perth
Summary
Customer-focused professional currently working within Partnership Operations at Aviva. Experienced in handling a wide range of customer queries, including more complex situations, with a calm and professional approach. Strong communication and problem-solving skills, with the ability to understand customer needs and deliver clear, fair outcomes. I naturally pay attention to detail and often pick up on recurring issues or areas that could be improved. I'm now looking to continue developing within Aviva and take on new challenges where I can build on my experience and contribute more broadly.
Overview
2027
2027
years of professional experience
Work History
Customer Expert - Partnership Operations
Aviva
03.2025 - Current
- Handle inbound calls relating to travel insurance through partner companies
- Support customers with policy queries, changes, and medical disclosures
- Deal with complaints and more complex situations, aiming for fair and consistent outcomes
- Explain information clearly so customers can make informed decisions
- Work across multiple systems to investigate and resolve issues efficiently
- Manage a high workload while maintaining strong quality and accuracy
- Work with colleagues and support teams to resolve more complex cases
- Pick up on recurring customer issues and areas where processes or communication could be clearer
Customer Service Advisor
Sainsbury's Bank
Rosyth
08.2024 - 01.2025
- Supported customers with credit cards, savings, and loans
- Managed a high volume of calls while maintaining accuracy and professionalism
- Resolved customer issues and complaints in line with FCA requirements
- Carried out security checks and supported fraud prevention
- Built strong communication skills across a wide range of customer needs
Crew Trainer
McDonald's
Edinburgh
05.2022 - 08.2024
- Promoted to Crew Trainer based on performance and reliability
- Trained and supported new team members
- Worked in a fast-paced environment delivering efficient service
- Helped maintain high standards across the team
Sandwich Artist
- Developed strong customer service skills in busy environments
- Built confidence working with a wide range of customers
Education
SCQF Level 6 - Customer Service
SCQF Level 5 - Modern Studies, History, Maths, English, Hospitality
Auchmuty High School
Skills
- Effective communication
- Problem solving
- Complaint handling
- Attention to detail
- Improvement identification
- Organization and prioritization
- Team collaboration
- System proficiency
- Customer relationship management
- Policy compliance
- Complaint resolution
- Issue investigation
- Policy modification
- Fraud prevention
- Process enhancement
- Customer onboarding
- Risk assessment
- Cross-functional collaboration
- Technical support
- Customer service excellence
- Calmness under pressure
Previous roles
- Sandwich Artist, Subway
- Waitress, Beijing Banquet
Additional information
Full UK Driving Licence, Eligible to work in the UK, Confident using multiple systems, Keen to progress within Aviva
Timeline
Customer Expert - Partnership Operations
Aviva
03.2025 - Current
Customer Service Advisor
Sainsbury's Bank
08.2024 - 01.2025
Crew Trainer
McDonald's
05.2022 - 08.2024
Sandwich Artist
SCQF Level 6 - Customer Service
SCQF Level 5 - Modern Studies, History, Maths, English, Hospitality
Auchmuty High School