Tony Earl

• Registered customer information to maintain accurate records.
• Promptly responded to inquiries and requests from prospective customers.
• Responded to and summarised customer complaints and feedback.
• Liaised between customers and internal departments to address and resolve customer service concerns.
• Provided professional and helpful support to new and existing clients.
• Applied best practices to comply with customer service procedures.
• Engaged in team-building activities to build rapport with staff.
• Gathered customer feedback to identify successes and highlight improvement opportunities.
• Warmly greeted customers with positive telephone etiquette, asking well-rounded questions to identify issues.
• Explained benefits and advantages of different product and service offerings to customers.
• Exceeded targets by delivering comprehensive and consistent service.
• Handled live chat queries within strict timeframe targets.
• Maintained excellent client satisfaction by providing in-depth support.

• Managed high-volume customer queries simultaneously through effective multitasking.
• Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
• Exceeded KPI targets when providing customer support via phone, email and chat.
• Expressed care, patience and empathy when handling customer interactions for personalised experience.
• Established positive relationships with clients by going extra mile to build rapport.
• Minimised conflict when handling complaints and communications in stressful situations.
• Maintained robust complaint management system to help boost tenant satisfaction.

Managed switchboard.

Handled calls regarding various council issues.
Transferred calls to the relevant departments.
Processed blue badge applications.
Provided updates on status of blue badge applications.
Arranged recollections for the waste department.

Handled complaints from start to finish.

Assisted with staff training for new trainers.

Covered reception when required.

When I was made redundant from Burlodge in June of 2020 due to Covid I found myself becoming my grandfathers carer up until he passed away in April 2022 which is why I did not secure another position during this time.

• Designed individualised service plans that took into account the clients' goals and preferences.
• Initiated contact with appropriate service providers to request referrals and followed up to confirm appointments.
• Maintained accurate records and full compliance with government regulations and agency guidelines.
• Created written plans and obtained customer consent to proceed.
• Coached and mentored new team members to provide high-performing staff for optimum productivity.
• Built firm but respectful relationships with staff, leading by example and providing continued encouragement for high levels of motivation and satisfaction.
• Regularly monitored engineers progress alongside departmental budgets to ensure cost-effective, efficient service provision.
• Responsibly managed engineers diary planning to ensure consistent smooth running of daily workload.
• Investigated complaints and accurately documented findings, communicating conclusions efficiently and effectively.
• Supported Chief Operating Officer with daily operational functions.
• Researched and updated all required materials needed for firm and partners.

• Provided strong attention to detail, exemplary customer service and team-player attitude.
• Automated office operations and managed client correspondence, record tracking and data communications.
• Managed budget and tracked expenses against plans.
• Improved productivity initiatives, coordinating itinerary and scheduling appointments.
• Ran delivery runs each day.
• Put together lorry drivers runs using Sage.
• Taking calls from customers (up to 50 per day).
• Placing customer orders on the in house system (sage).
• Organised and put together lorry drivers rotas using excel.
• Took minutes in weekly meetings and organised meeting rooms.
• Daily validation of delivery notes.
• Raised invoices to be sent out to customers and chased payments.

• Managed a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
• Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
• Scheduled weekly inventory collections and deliveries with vendors.
• Developed a reputation as an efficient service provider with high levels of accuracy.
• Asked open-ended questions to assess customer needs.
• Provided ongoing guest service.
• Politely assisted customers in person and on the telephone.
• Answered an average of 40 calls per day by addressing customer enquiries, solving problems and providing new product information.
• Communicated with vendors regarding back order availability, future inventory and special orders.

• Accurately documented, researched and resolved customer service issues.
• Identified chronic customer issues by creating and maintaining customer complaint log.
• Initiated operations improvements to improve overall call centre productivity.
• Managed high call volume with tact and professionalism.
• Improved call centre functionality and service capacity by resolving customer complaints efficiently and quickly.
• Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call centre environment.
• Referred unresolved customer grievances to designated departments for further investigation.
• Defused volatile customer situations calmly and courteously.
• Met or exceeded service and quality standards during every review period.

• Dedicated to continuously improving sales abilities and product knowledge.
• Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
• Answered product questions with up-to-date knowledge of sales and shop promotions.
• Built long-term customer relationships and advised customers on purchases and promotions.
• Politely assisted customers in person and on the telephone.
• Helped drive sales goals and achieve monthly quotas.
• Set up and explained new membership contracts.
• Directed calls to appropriate individuals and departments.
• Managed a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
• Answered an average of 50 calls per day by addressing customer enquiries, solving problems and providing new product information.

• Developed a reputation as an efficient service provider with high levels of accuracy.
• Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
• Scheduled weekly inventory collections and deliveries with vendors.
• Served as the main liaison between customers, management and sales team.
• Investigated and resolved customer enquiries and complaints in a timely and empathetic manner.
• Communicated with vendors regarding back order availability, future inventory and special orders.
• Answered an average of 40 calls per day by addressing customer enquiries, solving problems and providing new product information.

• Accurately posted and sent out all medical claims.
• Submitted electronic/paper claims documentation for timely filing.
• Correctly coded and billed medical claims for various hospital and nursing facilities.
• Precisely completed appropriate claims paperwork, documentation and system entry.
• Verified patients' eligibility and claims status with insurance companies.
• Professionally and courteously verified appointment times with patients.
• Responded to correspondence from insurance companies.
• Interacted with providers and other medical professionals regarding billing and documentation policies, procedures and regulations.
• Confidently and adeptly handled claim denials and/or appeals.
• Treated all patients, their families, visitors, peers, staff and providers in a pleasant and courteous manner.
• Examined patients' insurance coverage, deductibles, possible insurance carrier payments and remaining balances not covered by their policies when applicable.
• Adeptly managed a multi-line phone system and greeted all patients pleasantly.

• Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
• Answered an average of70 calls per day by addressing customer enquiries, solving problems and providing new product information.
• Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call centre environment.
• Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
• Managed high call volume with tact and professionalism.
• Competent on customer service management systems and databases.
• Scheduled appointments, registered patients and distributed sample pharmaceuticals as prescribed.
• Examined patients' insurance coverage, deductibles, possible insurance carrier payments and remaining balances not covered by their policies when applicable.
• Meticulously identified and rectified inconsistencies, deficiencies and discrepancies in medical documentation.
• Posted and adjusted payments from insurance companies.
• Diligently filed and followed up on third-party claims.
• Precisely completed appropriate claims paperwork, documentation and system entry.