India Turner

• Handled customer inquiries and resolved issues promptly, resulting in improved customer relations.
• Managed car rental subscriptions for short and long terms
• Managed the bookings of vehicle servicing, car swaps and new subscriptions
• Reaching out to new leads
• Dealing with insurance claims and nominating fines to the driver responsible
• Completing toll reports
• Debt collection and sending new debtors to our 3rd party Debt Agency
• Reaching out to customers about missed payments and working with them to set up payment plans
• Organising vehicle hire to Hinterland Toyota Robina, Nerang and Beaudesert.

Dedicated fundraiser to the sustainability of Lewis-Manning Hospice Care, a charity hospice dedicated to supporting individuals living with life-limiting illness. Specialized in generating £180,000 per year towards the organization's annual goal of 1.6 million.

• Networking Events - speaking to business people and every day people to raise awareness of the charity and making connections as I go.
• Speaking with connections to request donations for events, mainly supermarkets.
• Running and managing events - we held a Fire Walk event where 40 members of the public walked over hot coals to raise funds. The event was successful raising over £13K.
• Attending events we were charity partners at - we were charity partners at Sandpolo for the 3rd year running. Sandpolo is a polo event held down Sandbanks Beach and we raised over £12,000 over two days.
• Attending various meetings to discuss upcoming events or to complete wash ups of each event to discuss what worked and what needed improving.
• Getting out in the community, speaking to our team in the retail shops and again raising awareness and spreading the word.
• Researched other events in the area to see how we can maximize our exposure or, to see what events we could be a part of.

I worked in the Energy Ombudsman section of the business where I would deal with complaints that consumers have had with their suppliers for more than 8 weeks. My job role was to be impartial and look at the evidence provided by the supplier and the consumer and come to a final decision to issue. The final decision will detail remedies we believe the supplier needs to put in place in order to resolve the consumers issues.

I would work closely with the supplier and be a direct point of contact for the consumer who I would keep updated with the process or, if further information was needed.

• Investigating cases to find reasonable remedies to resolve the ongoing complaint that the consumer has had with the supplier
• Building a good rapport between both suppliers and consumers
• Managing multiple consumers at once while ensuring targets were met each week
• Managing admin tasks and, assisting with colleague's tasks while they are on leave

Within my time, I also was provided the opportunity to do a presentation on Best Working Practices and deliver this to my community. Within the presentation, I discussed tips on how to keep on top of your work and ways to help the team reach their targets. It was also a great opportunity for me to learn from others and share ideas.

• Managing a team of 15 customer service agents
• Ensuring as a team we hit our targets and introduced incentives for team motivation
• Completing 121s which involved positive feedback as well as areas to improve on
• Quality Assessments - ensuring the team was following the right processes and providing high-quality service
• Creating staff rotas, managing annual leave, and completing return to work process
• Working closely with HR to improve my experience and knowledge within this area
• Temporarily dealt with customer complaints before a formal process was put in place
• Resposible for step 1 of hiring new members for the team
• Dealing with difficult situations for example, letting an agent go and going through performance plans with agents

• Managing a team of 20 customer service agents
• Worked with the team to achieve high performance and meet company targets
• Completing 121s including quality assessments, managing annual leave, and sickness, and completing a return to work
• Providing positive and constructive feedback to agents where needed to improve their service
• Being a point of contact for agents struggling with work or personal life concerns and offering support
• Part of a team of customer service leaders and part of hiring new staff
• Partook in induction evenings to talk about us as a business and to find new staff to bring onboard
• Worked closely with other managers of other departments to ensure clear communication is met throughout
• Worked closely with HR to discuss performance plans and managing agent expectations and learned how to deal with difficult circumstances

• Managing responses to customers via social media platforms, Twitter, and Facebook as well as responding to feedback via Trust Pilot and Feefo.
• Before we expanded, I single-handly managed our online chat service sometimes dealing with up to 15 chats at a time
• Built my team to then take over the social media responsibilities from me while I progressed into a management role
• Built templates for quick responses to help the team's productivity and efficiency

• Taking inbound calls
• Resolving a variety of issues within energy for example billing issues, meter issues, and tariff queries
• Working closely with 3rd parties to resolve disputes, meter exchanges, and emergency appointments
• Completing a change of homes, change of suppliers, and Erroneous Transfers
• Helped train new starters and showing them how our systems work

• Taking inbound calls dealing with customer queries and assisting with billing and meter issues
• Responding to customers via email as well as their online account messages
• Working closely with other departments to find resolutions for the customer concerns
• Built rapport with customers through courteous and professional communications.

• Started off as a call handler transferring customers to the relevant teams/person
• Was transferred to the Line Provisioning department where we arranged phone lines to be installed, migrations of broadband and site moves
• Assisting with customer concerns and working closely with the Project Managing Team to arrange installations

• Opening and closing the store
• Cashing up
• Managing customer orders and deliveries
• Working on store card targets
• Assisted with visual merchandising
• Helping with stock takes