King Azy

Handled inbound calls with empathy and compassion, logging bereavement notifications on multiple CRM systems. Corresponded with PRs and solicitors, ensuring compliance with FCA regulations and GDPR. Provided in-branch, bereavement mortgage, and POA support, including form assistance and step-by-step guidance.

Reviewed claims for the unfair commission model, utilizing Salesforce, Respond, and SAP, along with other relevant applications. Managed, organized, and updated relevant data using Excel applications. Responded to emails via Salesforce, ran macros for DPA/IDV fails, and ensured all targets and deadlines were met.

Assisted customers in arrears by setting up payment plans and scheduled outbound calls for payment plan follow-ups. Achieved money collection KPIs and maintained high call quality metrics. Handled payment processing and reconciliations, while also providing troubleshooting guidance for online portals.

Utilized Excel and Word to efficiently process complaints and refunds, addressing customer service inquiries quickly and accurately. Oversaw customer/claimant account inquiries, providing accurate information to resolve complaints and maintaining excellent customer satisfaction. Handled confidential and sensitive data with discretion, reducing fraud risk, and utilized Zendesk for internal support

Achieved qualifications in core subjects including Maths, English, Physical Education, and Religious Studies. Developed foundational academic skills across various disciplines.

Completed a vocational qualification focusing on hospitality operations and customer service. Gained practical skills relevant to the hospitality industry.