Gemma Bowen

Managed a large volume of incoming calls from diverse members and GP referrals. Operated effectively in a dynamic environment, processing prescription orders accurately, monitoring stock levels, and providing alternatives as needed. Resolved inquiries promptly and efficiently.

Managed inbound communications from schools, local authorities, and test markers through various channels, providing clear, accurate information and excellent customer service related to Statutory Assessments Tests (SATs). Maintained precise and timely records of all calls and adhered to relevant Capita Group policies, procedures, and Quality Standards.

Managed a high volume of inbound calls related to pensions from various members and their beneficiaries, addressing a wide range of queries while meeting agreed service levels. Operated efficiently in a fast-paced environment, maintaining an excellent telephone manner and demonstrating empathy.

Supported a critical government financial aid scheme, contributing significantly to the delivery of exceptional service. Assessed and processed applications meticulously, reviewing individual cases, and ensuring strict compliance with scheme guidelines. Handled inbound contact and Case Management proficiently, ensuring timely and accurate guidance.

Performed high-volume data entry and form processing. Delivered exceptional customer service.

Managed inbound calls from vulnerable citizens aged 75 and above to schedule Covid-19 booster vaccinations. Provided accurate and up-to-date guidance to customers, scheduled appointments efficiently, and updated customer details while handling sensitive personal information responsibly.

Engaged with existing customers for services like topping up, new SIM registration, issuing PAC codes, handling usage inquiries, and overall customer service related to PAYG accounts. Managed inbound calls efficiently, built rapport, and achieved first call resolution consistently.

Engaged with new customers to discuss world-class products and various subscription options. Operated an outbound dialer system, achieving high call volumes daily while meeting duration and sales targets hourly. Conducted comprehensive profiling for each customer to recommend tailored products.

Contacted the general public to provide guidance on appropriate actions after exposure to Coronavirus. Achieved at least 90% in call quality checks by adhering to KPIs, input accurate data for each case to ensure reliable records, and established rapport and trust swiftly with each individual.

Contacted the general public to provide guidance on appropriate actions after potential exposure to Coronavirus. Made primarily outbound calls while also managing incoming inquiries, updated internal systems, and maintained accurate data records.

Executed consultative telecom sales, marketing mobile and landline solutions. Conducted cold calls while managing existing customer accounts. Aimed to achieve targets regarding call statistics, revenue growth, and new client acquisition.

Grade: A-C

Achieved GCSE's in grades A-C, including Maths, at Heath Park High School. This foundational education provided a strong academic base.

Grade: Level 2

Completed an NVQ Level 2 in IT at Dudley College. This vocational qualification enhanced practical skills in information technology.

Grade: Levels 2 & 3

Obtained NVQ Levels 2 and 3 in Customer Service from Dudley College. These qualifications developed comprehensive skills in customer relations and service delivery.