VIVIEN BIGGINS
Clydebank,West Dunbartonshire
Summary
I am an experienced professional with a strong background in front line, back office and administration roles. I am adept at navigating fast paced environments and have a comprehensive understanding of banking policies and procedures, ensuring compliance and operational efficiency. Skilled in MS office packages I am committed to leveraging my expertise to drive operational success and enhance customer experience.
Enthusiastic. reliable and self motivated I have a proven ability to work both independently and collaboritavely within a team I have strong communication skills which enable me to build meaningful relations with a wide range of colleagues and customers. My excellent communication skills and genuine passion for providing a memorable experience set me apart.
Overview
27
27
years of professional experience
Work history
Self Employed Cleaner
N/A
Clydebank and surrounding areas
2021.01 - Current
- Provide a personalised cleaning/befriending service to clients many of whom are vulnerable or elderly
- High attention to detail to ensure first class service at all times
- Liaise with families and carers to ensure continuity of care for my clients.
- Gained a level of trust which allows me to use house keys and work uattended in my clients homes.
Quality Monitor/Complaints handler
Clydesdale Bank
Clydebank, West Dunbartonshire
2011.11 - 2021.01
- Reviewed agent calls for several lines of business ensuring all security processes were adhered to and a first class service provided at all times.
- Identify and log any knowledge gaps. providing timely feedback to team managers to improve customer experience.
- Provide a regular high level overview to senior management
- Gather evidence to ensure all customer complaints are dealt with fairly, accurately and within correct timescale.
Scanner Account management services
Clydesdale Bank
Clydebank, West Dunbartonshire
2008.02 - 2011.11
- Preparing highly sensitive documents to be scanned and stored securely
- Ensuring all information held within the documents was complete, clear and concise.
- Working to a high degree of accuracy under strict timescales
Authorisations and Lost and Stolen Cards Advisor
Clydesdale Bank
Clydebank, West Dunbartonshire
2002.02 - 2008.04
- Professionally handled calls from retailers looking for authorisation on high value debit and credit card purchases, maintaining security at all times.
- Provided a high level of service to customers looking to block and replace their debit and credit cards.
- Regularly trained new colleagues within the team
CYBG Sales and Service Advisor
Clydesdale Bank
Clydebank
1999.04 - 2002.02
- Effectively handled in bound calls from new and existing customers
- Continually provided first class customer service
- Worked various shift patterns
- Worked as part of a team
Skills
- Frontline Experience
- Back office Experience
- Proficient in using MS office
- Wide knowledge of banking processes
- Knowledge of compliance frameworks
- Thrive working in fast paced environements
Affiliations
- Socialising with Friends and Family
- Walking and Hill Climbing
Timeline
Self Employed Cleaner
N/A
2021.01 - Current
Quality Monitor/Complaints handler
Clydesdale Bank
2011.11 - 2021.01
Scanner Account management services
Clydesdale Bank
2008.02 - 2011.11
Authorisations and Lost and Stolen Cards Advisor
Clydesdale Bank
2002.02 - 2008.04
CYBG Sales and Service Advisor
Clydesdale Bank
1999.04 - 2002.02