DD

Looking for a job

Diana Dragomir

@dianadragomir2

I resolve high-volume banking customer enquiries with accuracy, empathy, and strong first-contact results.

What I'm looking for

I'm looking for a customer-focused role where I can resolve complex enquiries, build trusted relationships, use CRM systems effectively, and contribute to strong service and KPI outcomes.

I've supported customers at NatWest, Barclays Bank, and TSB Bank, resolving banking enquiries, complaints, transactions, and account updates across phone and face-to-face channels.

At NatWest, I managed up to 50 customer interactions a day and achieved a 90%+ first-contact resolution rate through clear communication and practical problem-solving.

I help customers use digital banking services, maintain accurate CRM records, and handle every case with attention to data protection, compliance, and service quality.

I'm motivated by building trusted customer relationships, improving experiences, and contributing knowledge that helps teams meet KPI targets.

Experience

Work history, roles, and key accomplishments

NA

Customer Service Representative

NatWest

Dec 2021 - Jun 2024 (2 years 6 months)

Managed up to 50 customer interactions daily while maintaining high customer satisfaction levels. Achieved a 90%+ first-contact resolution rate through effective problem-solving and communication.

Customer Service Complaint Resolution CRM Systems Call Handling Digital Banking Compliance

BB

Customer Service Representative

Barclays Bank

Feb 2021 - Jun 2021 (4 months)

Delivered professional support across phone and face-to-face customer interactions. Processed transactions and account updates with a strong focus on accuracy.

Customer Service Call Handling Transaction Processing Queue Management Case Management Accuracy

TB

Customer Service Consultant

TSB Bank

Apr 2019 - Dec 2019 (8 months)

Served as the first point of contact for customer enquiries and complaints. Identified customer needs and recommended suitable products and services.

Customer Service Complaint Resolution CRM Systems Product Knowledge Relationship Building

Education

Degrees, certifications, and relevant coursework

AU

Arden University

Bachelor of Arts, Business

2017 - 2020

Earned a BA (Hons) in Business from Arden University, Birmingham, from 2017 to 2020.

BC

Birmingham Metropolitan College

Level 2 & 3, Travel and Tourism

2015 - 2017

Completed Level 2 and Level 3 qualifications in Travel and Tourism from Birmingham Metropolitan College from 2015 to 2017.

SA

St Albans Academy

GCSE, General Studies

Completed GCSEs including Maths, English, and Science at St Albans Academy.

Tech stack

Software and tools used professionally

iCloud

Availability

Looking for a job

Location

United Kingdom

Authorized to work in

Salary expectations

30k+ GBP

Job categories

Customer Service Representative Customer Service Consultant Customer Support Specialist Call Center Representative Customer Success Specialist Complaints Handler Customer Representative Customer Support Representative Customer Service Representative (CSR)Customer Experience Representative Customer Operations Representative Customer Service Associate Part Time Customer Service Representative Customer Support Agent Customer Service

Skills

Customer Service Complaint Resolution CRM Systems Call Handling Customer Retention Problem Solving Active Listening Microsoft Office Data Protection Regulatory Compliance Collaboration Time Management KPIs Customer Relationship Management Digital Banking Case Management Transaction Processing ICloud

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