Patience Wilson
@patiencewilson
Administrator supporting regulated financial services at Nationwide Building Society, with a 100% accuracy score across Quality Assurance audits.
United KingdomWhat I'm looking for
At Nationwide Building Society, I managed customer banking queries and case administration across telephone and digital channels in a regulated financial services environment. I updated records accurately and recorded a 100% accuracy score across Quality Assurance audits.
At Adecco – HMRC, I supported customers with tax, National Insurance and benefit enquiries, explaining complex information clearly while following procedures and GDPR requirements. I achieved an 85%+ First Contact Resolution rate.
Across roles at NCO Europe, Swindon Borough Council, E (Gas & Electricity) and BT Investments, I handled customer casework, investigated issues, maintained records and supported business operations. I’m seeking an administrator, operations support or insurance administration role where accuracy and reliable process management are valued.
Experience
Work history, roles, and key accomplishments
Managed customer banking queries and case administration across telephone and digital channels in a regulated financial services environment. Updated customer records accurately and followed data protection requirements and internal procedures.
Customer Service Representative
NCO Europe
Oct 2024 - Apr 2025 (6 months)
Managed an active caseload of 80+ customer accounts per day, investigating issues and recording outcomes in CRM systems. Prepared concise evidence summaries for escalations to the specialist fraud team.
Customer Service Information Guide
Swindon Borough Council
Sep 2022 - Jan 2023 (4 months)
Provided frontline information and administrative support, interpreting council policies to respond to residents’ enquiries in writing and verbally. Handled sensitive public records in line with local-authority data protection standards.
Customer Service Representative
E (Gas & Electricity)
Nov 2021 - Jan 2022 (2 months)
Investigated billing disputes, resolved customer issues at first point of contact where possible and maintained complete CRM records and audit trails.
Business Support Officer
BT Investments
Sep 2017 - Apr 2020 (2 years 7 months)
Maintained operational databases, processed invoices and prepared business reports to support operational oversight and decision-making.
Customer Service Advisor
Adecco
Feb 2026 - Present (9 months)
Supported customers with tax, National Insurance and benefit enquiries through telephone and digital channels. Explained complex information in clear, accessible language while following HMRC procedures and GDPR requirements.
Education
Degrees, certifications, and relevant coursework
Level 2 Mental Health Awareness
Level 2 Certificate, Mental Health Awareness
Level 2 Mental Health Awareness certification completed in 2024.
Level 2 Cyber Security
Level 2 Certificate, Cyber Security
Level 2 Cyber Security certification completed in 2023.
Wuhan University
Bachelor of Science, Economics and International Trade
BSc in Economics and International Trade from Wuhan University, completed in 2017.
ZUT
Level 3 Diploma, Business Management
Level 3 Diploma in Business Management from ZUT, completed in 2009.
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Salary expectations
Social media
Job categories
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