Joshua Lopresti

Sefton

Summary

Detail-oriented team player with strong organisational skills, and the ability to handle multiple projects simultaneously with a high degree of accuracy. Proficient all-rounder who is immensely committed to satisfying KPIs and targets. Collaborative leader who is dedicated to partnering with coworkers to promote an engaged, empowering work culture. Documented strengths in meeting strict compliance standards, and utilising extensive product knowledge to provide accurate information to all our stakeholders.

Overview

year of professional experience

Work History

Customer Relations Consultant

BT Financial Group

08.2023 - Current

Reduces call handle times, prioritizing first-call resolutions to improve customer interactions.
Delivering exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Developed a reputation for exceeding service standard goals.
Exhibits high energy and professionalism when dealing with clients and staff.
Respond to customer requests, offering excellent support and tailored recommendations to address needs.
Actively follow up with customers about resolved issues to maintain high standards of customer service.
Met customer call guidelines for service levels, handle time and productivity.

Account Manager

RealFlow Finance

02.2023 - 08.2023

Addresses problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
Educates clients on new products or services to increase customer engagement with brand.
Monitors and analyses customer feedback to identify opportunities for improvement.
Keeps detailed records of daily activities through online customer database.
End-to-end account management, leading to heightened client retention.
Maintaining confidentiality and utilising discretion in the performance of all duties.

Skills

Consistently produce high quality work both alone and in a team
Ability to work effectively under pressure
Strong interpersonal and communication skills
Task Management
Critical Thinking
Complaint resolution

Product Knowledge
Call centre experience
Problem-solving abilities
Adept
Dependable

Accomplishments

Cross Skilling to another business unit within 3 months of joining BT Financial Group.
Nominated by my people leader within 2 months to become the IT Champion for our team.
Buddying with the Finance and Managed Accounts team to showcase the role of a Customer Relations Consultant.
Passed 6-month probation with an average QM Score of 18.5, and 0 documented compliance or technical failures.
Buddying on the SME Line to accelerate my growth and learning of the more technical components of the role of CRC.
Assisting with our Back-Office-Middle-Office (BOMO) team to reduce backlog in customer assist tasks and more, closing an average of 12 calls each time.
Apart of an outbound call project to customers affected by incorrect unit pricing, and informing their Tax Statements would be reissued.
Within my first two weeks in the role, I promptly identified fraud on an account, placed a block and assisted our Governance team, leading to a GEM Recognition.
Helping guide consultants from the most recent induction with navigating their way through their first adviser calls.

Timeline