South Benfleet, England, United Kingdom
As a seasoned professional with over a decade of experience in complaint management and risk assessment, my journey has evolved through roles that required precision and strategic acumen. My current role allows me to leverage my expertise in risk management frameworks and operational strategy to deliver clear and effective solutions. The core of my mission is to enhance customer experiences and service excellence, a commitment that has been the cornerstone of my tenure. My proficiency in high-profile case analysis and my dedication to a clear vision ensure that our team not only resolves issues efficiently but also strengthens trust with our clients.
• Provided a range of services tailored to meet client needs, ensuring high customer satisfaction. • Managed multiple contracts with different clients, delivering on time and within budget. • Developed strong communication and negotiation skills to effectively liaise with clients and stakeholders. Detailed info on each client/role listed below.
• Scheduled and facilitated Decision Committee meetings for high profile SME lending reviews following Government and FCA guidelines. • Produced accurate meeting minutes reflecting decisions and rationale, ensuring legal compliance and potential court use. • Attended DC meetings to assess compensation and damages, showcasing attention to detail and legal document preparation.
• Identified key areas of improvement within the customer service function at BrightHouse. • Retained telephone and web chat staff compliant with complaint handling code. • Completed training and hit quality targets early, finishing the contract one month ahead.