Janet Metcalfe
STOCKTON-ON-TEES,Cleveland
Summary
I am an enthusiastic and happy individual, possessing 20 years’ experience in Customer Services within the financial industry and most recently within the retail industry, with excellent communication and interpersonal skills. I am a professional and reliable team member and have an impressive track record of being an excellent worker, delivering a high standard of customer service, operational improvements, and changes. I take full ownership for my development and display a can-do approach. I pride myself in attention to detail and quality. I am an asset to any team, and I am keen to find a position where I will be able to continue improving my current skills and learn new skills.
Overview
39
39
years of professional experience
Work History
Customer Service Team Member, Customer Greeter
Kmart Joondalup
Perth, WA
03.2022 - Current
- Managed customer engagement by acting as initial and final point of contact within store environment.
- Supported customer service operations by providing accurate information and assistance related to departmental functions and product details.
- Facilitated outstanding customer interactions and enforced loss prevention protocols to minimize theft and secure company assets.
- Investigated and resolved customer issues effectively, contributing to improved overall satisfaction and brand loyalty.
- Developed rapport with clients by attentively listening and tailoring solutions to meet specific requirements.
Visa Representative
Barclaycard, Barclays Bank PLC, UK
01.2000 - 10.2005
- Assisted customers by providing information and resolving their complaints.
- Answered customers' questions and provided information on procedures and policies.
- Referral point for knowledge-based questions for management and colleagues
- Responsible for updating Visa Credit Card Regulations within the business
- Liaised with customers, internal departments and Visa International
System Tester
Barclaycard, Barclays Bank PLC, UK
01.1999 - 01.2000
- Wrote test conditions for new computer systems to be installed
- Worked with external consultants Wang Global to test and implement new computer system
- Ensured new computer system worked correctly and was sufficient for business needs
- Trained staff in newly implemented computer system
Trainer
Barclaycard, Barclays Bank PLC, UK
Stockton-on-Tees, UK
02.1996 - 01.1999
- Delivered training to new members of staff
- Mentored new trainers, providing guidance on instructional techniques and best practices.
- Collaborated with management to align training initiatives with organizational goals and strategies.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Collaborated with subject matter experts to create accurate training content.
Customer Service Account Manager
Barclaycard, Barclays Bank PLC, UK
05.1987 - 02.1996
- First point of contact Customer Service Advisor
- Resolved customer complaints.
- Answered customers' questions and queries.
- Conferred with customers by telephone to provide information about products or services
- Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Checked to ensure that appropriate changes were made to resolve customers' problems.
- Contacted customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
- Referred unresolved customer grievances to designated departments for further investigation.
- Dealt with and resolved customer disputes.
- Assisted customers with their financial needs, whilst maintaining the Banks policies, ensuring a win-win outcome wherever possible
- Managed customers financial records confidentially, upholding the Data Protection Act
- Worked with external consultants Anderson Consultants to implement new computer system
- Undertook data entry
Education
GCE O Level Mathematics
Sheraton Comprehensive School
Stockton-on-Tees, UK06-1986
GCE O Level English
Sheraton Comprehensive School
Stockton-on-Tees, UK06-1986
Skills
- Customer focus
- Customer service
- Customer complaint resolution
- Assertiveness
- Complaint handling
- Customer inquiries
- Management collaboration
- Inquiry management
- Inter-departmental collaboration
- Relationship building
- Product knowledge
- Problem resolution
- Customer relations
- Complaint resolution
Timeline
Customer Service Team Member, Customer Greeter
Kmart Joondalup
03.2022 - Current
Visa Representative
Barclaycard, Barclays Bank PLC, UK
01.2000 - 10.2005
System Tester
Barclaycard, Barclays Bank PLC, UK
01.1999 - 01.2000
Trainer
Barclaycard, Barclays Bank PLC, UK
02.1996 - 01.1999
Customer Service Account Manager
Barclaycard, Barclays Bank PLC, UK
05.1987 - 02.1996
GCE O Level Mathematics
Sheraton Comprehensive School
GCE O Level English
Sheraton Comprehensive School