Yvonne Omobogie
Bolton,Lancashire
Summary
Dedicated professional with expertise in customer complaint management and outstanding customer service. Demonstrates exceptional skills in complaint resolution, product knowledge, and problem-solving, ensuring high levels of customer satisfaction. Proficient in active listening, de-escalation, and effective communication, complemented by resilience and emotional intelligence. Committed to safeguarding and empathetic interactions, aiming to enhance customer experiences through strategic solutions.
Overview
9
9
years of professional experience
2
2
years of post-secondary education
Work history
Customer Experience Advisor
Divine Cooperation Services Limited
Bolton
09.2020 - Current
- Manages daily operations of company.
- Delivers customer service for clients' customers.
- Delivered technical support to clients, ensuring adherence to established guidelines. Facilitated customer understanding of products through comprehensive assistance.
- Administers aftercare services for client
- Delivering customers comprehensive information to facilitate informed decisions when selecting coffee machines that align with specific needs.
- Assess customer circumstances to ensure fair treatment, including additional support for vulnerable customers.
- Handled high-volume telephone calls to address and resolve customer queries.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Resolve complex customer complaints and service issues, identifying root cause and implementing corrective actions.
- Maximised customer satisfaction by resolving service issues promptly.
- Established strong rapport with client through respectful and professional communication
- Manage high-volume inbound cases while maintaining accuracy and customer satisfaction.
- Conduct end-to-end reviews of customer cases, ensuring outcomes align with regulatory and compliance standards.
File Checker /QA
Huntswood [Lookers]
Liverpool
01.2020 - 03.2020
- Reviewed sales files to confirm IT compliance with FCA guidelines.
- Ensuring fair treatment of customers during sales process.
- Providing all necessary information to customer to facilitate informed decision-making.
- Conducted detailed historical file reviews to assess FCA compliance across consumer finance cases.
- Identified gaps, errors, and potential customer detriment, recommending corrective and remedial action.
- Completing Scorecard to outline findings during checking process.
- Communicating with dealership to gather additional information.
- Worked as a moderator at the clients HQ.
- Moderated cases for the team in Liverpool and sent feedback.
- Recording moderation response on scorecard and initiating dealership or customer contact.
- Dispatched communication to customers, ensuring awareness of any omitted information.
- Evaluate sales files and deliver feedback to Sales Executives and supervisors.
- Inspected showroom to verify information in deal file against physical items.
- Commencing remedial action as required.
- Completed scorecards documenting findings and outcomes in line with remediation frameworks.
- Liaised with dealerships and head office to obtain missing information and clarify case histories.
- Supported remediation activity by ensuring consistent, fair outcomes across reviewed cases.
Telephone Banking /Complaint Specialist
Concentrix/Convergys [HSBC]
Salford
01.2019 - 01.2020
- Opening and closing loan accounts, accessing and evaluating lending products to establish
- Customer affordability.
- Reviewing and updating customer details to ensure product compliance with standards
- Acted as primary point of contact for complaint handling prior to investigation or escalation.
- Handling general enquiries regarding bill payments, establishing standing orders,
- Scheduling appointments in branch etc.
- Assuming ownership of cases, managing escalations and ensuring resolution
- is accomplished for customer.
- Addressing enquiries as initial point of contact.
- Taking various calls, establishing reason for call, addressing queries or transferring
- to appropriate department.
- Conducted collection calls to ascertain reasons for missed payments. Established payment plans based on identified issues. Collaborated with clients to facilitate timely resolution of outstanding debts.
- plan or redirect calls to Financial Guidance team if customer is in long-term
- financial challenges.
- Conducted fraud assessments on potential and established cases. Initiated investigations to uncover fraudulent activities.
- Communicate details to fraud team.
- Managing general telephone banking queries, not limited to above
- discussed assignment.
- Handling inbound telephone banking calls with efficiency
- Completing CDD assessment for account activation
- Conducted fraud assessments and supported investigation activity where required.
- Reviewed customer lending products, affordability, payment history, and account conduct.
- Primary contact for customer complaints regarding financial products/services.
- Assessed cases for financial hardship and vulnerability, applying appropriate support measures.
- Composed comprehensive complaint for customer prior to submission for investigation.
- Managed BAU clients and escalated cases, taking full ownership through to resolution.
- Handled collection-related complaints, missed payments, and repayment plans.
Lending Specialist
Convergys
Salford
02.2017 - 01.2019
- Handling inbound lending application inquiries.
- Identify customer needs and guide through lending process.
- Conduct budget planning or affordability assessment to evaluate product affordability for
- client.
- Present all necessary information to customer to enable informed decision-making
- determination.
- Complete Know Your Customer (KYC) procedure to ensure updated details
- of customer data stored on system.
- Processed personal loan applications, credit card requests, and overdraft limit applications efficiently. Reviewed and assessed financial information to determine eligibility for credit products.
- Completed affordability assesments, KYC and CDD checks in line with regulatory standards. Ensured compliance with lending regulations throughout application processes.
- boosts application numbers
- Ensuring no detriment to customer and bank whilst applications
- operate.
- Finalising lending applications through Liveshare or dispatching Agreement via post.
- Conduct soft search initially to determine customer prospects before proceeding with hard search.
- Ensuring fair treatment of customers and facilitating informed decision-making regarding product desired.
- Convey referred applications to underwriting team.
- Comply with bank procedures accurately while adhering to quality guidelines.
- Guiding new colleagues to adhere to established procedures.
- Raising bubbles to help improve product knowledge and quality.
- And working together as a team to improve and achieve team statistics and goal the departmental target.
- Maintained compliance with internal procedures and FCA expectations.
Education
Diploma of Higher Education - Access To Higher Education
Bolton College
Bolton 09.2009 - 06.2011
Skills
- Customer complaint management
- Outstanding customer service
- Complaint resolution
- Product knowledge
- Problem-solving
- Active Listening
- De-escalation Skills
- Effective Communication
- Resilience
- Emotional Intelligence
- Empathy
- Safeguarding
Timeline
Customer Experience Advisor
Divine Cooperation Services Limited
09.2020 - Current
File Checker /QA
Huntswood [Lookers]
01.2020 - 03.2020
Telephone Banking /Complaint Specialist
Concentrix/Convergys [HSBC]
01.2019 - 01.2020
Lending Specialist
Convergys
02.2017 - 01.2019
Diploma of Higher Education - Access To Higher Education
Bolton College
09.2009 - 06.2011