Sam Clements

• Efficiently manage incoming referrals in an administrative complaints role
• Clearly articulate complaints for diverse stakeholders
• Establish initial complaint dates and address inaccuracies with the ombudsman as required
• Assess and assign complexity levels to cases, effectively allocating them to complaints handlers
• Provide essential administrative support, including making calls to the ombudsman on behalf of handlers
• Categorize emails based on their importance to streamline communication processes

As a Customer Relations Specialist, I seamlessly balanced administrative tasks and phone-related responsibilities with a strong focus on conflict resolution. My role involved assessing complaint statuses, deciding on resolutions through either business intervention or escalation, assigning complexities, and ensuring accuracy in complaint documentation, including composing complaints from emails. I demonstrated exceptional conflict resolution skills and thrived in high-pressure situations.

• Experienced in insurance sales, specializing in motor, caravan, motorcycle, and home and contents insurance. Consistently ranked among the top sales performers, I possess advanced sales skills, demonstrating a unique ability to establish rapport with customers and skillfully guide phone conversations to achieve desired outcomes, consistently meeting and exceeding sales targets.