Open to opportunities

Divine Elango

@divineelango

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Dynamic customer service professional with a passion for operational excellence.

United Kingdom

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What I'm looking for

I am seeking a role that values customer-centric approaches and offers opportunities for growth.

With over four years of experience in customer service across telecom, banking, and estate care, I have honed my skills in resolving complex inquiries and driving customer satisfaction. My journey has been marked by a commitment to delivering compassionate service while enhancing operational processes. I am bilingual in English and French, which has allowed me to connect with a diverse clientele and provide tailored support.

In my current role as an Estate Care Specialist at Phillips & Cohen Associates, I manage probate processes and liaise with various stakeholders to ensure smooth estate resolutions. My previous experience as a Complaint Handler at British Telecom saw me reduce resolution times significantly and enhance customer satisfaction scores through effective problem-solving and personalized service. I take pride in my ability to train and coach colleagues, fostering a collaborative environment that prioritizes customer experience.

Experience

Work history, roles, and key accomplishments

Current

Estate Care Specialist

Current

Phillips & Cohen Associates

Jul 2023 - Present (1 year 11 months)

Managed probate processes from initiation through final distribution, including court filings, asset inventories, and legal documentation. Liaised with executors, solicitors, financial institutions, beneficiaries, and government bodies to ensure smooth estate resolution while providing compassionate support to families.

Probate Support Estate Administration Legal Documentation Conflict Resolution

Complaint Handler

British Telecom

Jun 2022 - Jul 2023 (1 year 1 month)

Handled high-volume customer complaints, reducing resolution time by 20% through effective problem-solving and enhancing customer satisfaction scores by 30%. Developed and implemented a complaint tracking system, improving resolution efficiency by 25%, and trained over 10 colleagues on complaint-handling strategies.

Complaint Handling CRM Systems Customer Satisfaction Process Improvement Data Driven Service Improvements

Customer Support Executive

Lloyds Bank

Jul 2021 - Jun 2022 (11 months)

Delivered expert support on banking products, account issues, and transactions to a wide customer base, including French-language support which aided market expansion. Identified and pursued upselling opportunities, contributing to a 10% team sales uplift, and acted as a key escalation point for prompt issue resolution.

Customer Support Upselling Customer Retention

Education

Degrees, certifications, and relevant coursework

Unknown

Bachelor's Degree, Business Management

Studied the principles of business administration, including management, marketing, and finance. Developed skills in strategic planning and operational efficiency.