Shannice Ellahie

Handle inbound emergency calls for ICAB, assisting customers with urgent accommodation following insurance claims and ensuring accurate data entry and timely resolution of emergency cases.

Supported the 119 Vaccine Booking campaign by scheduling and amending appointments, providing callers with clear information and ensuring compliance with data protection standards.

Supported the SSE energy campaign by processing meter readings, generating bills and resolving billing queries while maintaining accurate customer account updates in a fast-paced environment.

Responded to product enquiries, complaints and delivery updates via email and live chat, managing collections, replacements and refunds while consistently exceeding daily targets (60–70 emails vs. 45 target).

Handled inbound calls for product orders and payments, assisted customers with stock checks and product enquiries, delivering accurate and timely service during peak demand periods.

Managed backlog of customer emails remotely using Salesforce CRM, resolved queries efficiently and maintained accurate case documentation while upholding professional service standards.

Handled Stage 1 housing complaint cases for Abri, managing tenancy, repairs and rent issues via outbound calls, email and letters to deliver timely resolutions and maintain satisfaction.

Completed general secondary education at GCSE level or equivalent, providing foundational knowledge across core subjects.