Samuel Peacock

• Streamlined communication with customers by accurately documenting call details and updating records in the database.
• Reduced wait times for callers by effectively prioritizing tasks and managing high call volumes.

Delivering a high level of customer service, living the banks vision and values, creating, amending and fixing personal loan products, adhering to telephony and KPI targets, mentoring new lenders, acting Team Leader support when required

• Delivering a superior level of customer service, meeting and exceeding sales targets, educating customers about suitable bank products, contributing to a dynamic team environment, cross selling additional products where suitable/applicable

• Reviewing competitor websites and business operations, conducting peer profiling investigations, producing scoping documentation for product development, conducting meetings with stakeholders to determine product requirements, participating in brainstorming sessions, identifying areas for improvement in internal business practices, ensuring new products comply with relevant legislation from conception to implementation

• Organising project briefs, drafting professional letters, developing/improving internal policies and procedures, updating the incident report register, analysing AML/CTF reports on a weekly and monthly basis, refining the TOTE Admin database, becoming familiar with the Gaming Control Act 1993

• Primary point of contact for Financial Spreads and Evolution Rewards, website administrator and main point of contact for Twisted Tipping, providing support for Toteline, Financial Spreads, Evolution Rewards and Betasport operations, reconciliation of accounts with interstate departments, assisting customers with registering for Evolution Rewards, actioning and archiving Rewards orders, liaising with suppliers, developing Financial Spreads business processes, updating and amending of the customer database

• Providing a high standard of customer care, learning and implementing company policies and procedures, meeting statistical requirements including first call resolution and roster adherence, operating in a fast-paced, stressful environment, answering billing questions and resolving customer problems and concerns, liaising with other departments to provide accurate data and information, working and contributing as part of a cohesive team

• Duties associated with accounts payable, assisting with client and supplier enquiries, creating, coding, matching and distributing purchase orders, processing and creating digital backups of invoices

• Duties associated with accounts payable, assisting NHS suppliers with invoice queries, liaising with NHS Trusts on behalf of suppliers, providing remittance advice

• Ordering, receiving and processing stock, money handling, customer service, training new employees

• Managing the night-fill processing team, including meeting strict deadlines, ordering, receiving and processing stock, rostering staff according to workload, training new employees