Gugen D
@gugend
Experienced complaint handler focused on customer satisfaction and resolution.
United KingdomWhat I'm looking for
I am a dedicated complaint handler with extensive experience in resolving complex customer issues across various sectors. My career began as an Emergency Call Handler at the AA, where I honed my skills in managing customer queries effectively. I then transitioned to roles at HSBC and NatWest, where I further developed my expertise in complaint resolution and customer service.
In my current role as a Senior Complaint Handler at ManyPets Insurance, I have successfully managed escalated complaints, including those referred to the Financial Ombudsman Services. My leadership abilities have been recognized as I often support my team in navigating challenging situations. My recent position at Pinnacle Pet Insurance has allowed me to broaden my knowledge across different insurance sectors, enhancing my capability to deliver exceptional customer service.
Experience
Work history, roles, and key accomplishments
Complaint Handler
Pinnacle Pet Insurance
Mar 2025 - Present (5 months)
Currently enhancing knowledge within the complaints field, managing escalated issues with empathy and efficiency. Ensures customer satisfaction and regulatory compliance while providing confident support.
Complaint Handler
QuestGates Ltd Insurance
Sep 2024 - Mar 2025 (6 months)
Handled diverse complaints across various insurance sectors, expanding expertise beyond pet insurance. Ensured adherence to company policies and regulatory requirements, including FCA DISP rules.
Senior Complaint Handler
ManyPets Insurance
May 2021 - Sep 2024 (3 years 4 months)
Managed complex customer complaints, including CEO-level escalations and Financial Ombudsman Service cases. Provided leadership support to the team and advised on complaint handling best practices.
Collections Adviser
NatWest
Jan 2021 - Feb 2021 (1 month)
Handled customer accounts in collections, focusing on recovery strategies and customer support. Applied strong negotiation skills to achieve positive outcomes for both the bank and its customers.
Collections Adviser
HSBC
Feb 2020 - Nov 2020 (9 months)
Managed collection accounts, engaging with customers to negotiate payment plans and resolve outstanding debts. Ensured compliance with financial regulations while maintaining customer relationships.
Emergency Call Handler
The AA
Sep 2018 - Jan 2020 (1 year 4 months)
Responded to emergency calls, providing critical assistance and support to customers in distress. Focused on resolving immediate issues and ensuring customer safety and satisfaction during urgent situations.
Education
Degrees, certifications, and relevant coursework
Birmingham City University
Bachelor of Arts with Honours, Criminology & Security Studies
2015 - 2018
Completed a Bachelor of Arts with Honours in Criminology and Security Studies.
Halesowen College
Diploma, Business Studies
2011 - 2013
Achieved grades of 1 Distinction* and 2 Distinctions in Business Studies.
Oldbury College of Sport
GCSE, General Studies
2007 - 2011
Achieved GCSE grades between A-C, including Mathematics, English, and Science.
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Job categories
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