Z J MarketSpace

ZM

Open to opportunities

Z J MarketSpace

@zjmarketspace

Customer service specialist with 20+ years resolving complaints, managing sensitive cases, and retaining customers.

What I'm looking for

I’m looking for a remote customer service role where I can resolve complaints, manage cases with discretion, and hit performance targets—using empathy, clear communication, and sound judgement in a regulated environment.

I’m a customer service specialist with 20+ years of experience across insurance, telecommunications, legal services, and community care. I bring a steady, empathetic approach to helping people through complex enquiries, while maintaining professionalism and discretion.

I’m especially strong in complaint resolution and case management. I investigate issues, balance customer satisfaction with policy and regulatory requirements, and communicate decisions clearly—even when information is sensitive or time-critical.

In telecommunications, I supported customers with billing, service, and technical enquiries, explaining complex details in a way that works for all technical abilities. I also maintained a positive customer experience while resolving complaints and meeting service quality and performance targets.

I’m fully comfortable working independently to targets in fast-paced, regulated environments, and I’m set up for remote work with a dedicated quiet office and reliable high-speed internet. I’ve also built and retained clients as a self-employed driving instructor, and I’ve provided practical and emotional support to vulnerable adults as a community support worker.

Experience

Work history, roles, and key accomplishments

LC

Case Assessment Officer

Legal Services Commission

Assessed legal aid applications against evidence-based criteria and strict deadlines. Communicated decisions professionally to applicants and stakeholders and managed confidential information in a regulated, process-driven environment.

Case Management Stakeholder Management Confidentiality Professional Written Communication Active Listening

CS

Community Support Worker

Care Sector

Provided practical and emotional support to vulnerable adults to build trust through patience and empathy.

Community Support Vulnerable Adult Support Emotional Support Empathy Active Listening Problem Solving Time Management

BT

Customer Service Advisor

Supported customers with billing, service, and technical enquiries, explaining complex information clearly. Resolved complaints while maintaining a positive customer experience and high satisfaction levels.

Customer Service Complaint Resolution Phone Support Email Support CRM Systems Case Management Professional Written Communication Active Listening Problem Solving Time Management

SE

Driving Instructor

Self Employed

Built and retained a client base through service quality, reliability, and referrals. Managed scheduling, administration, and client relationships while adapting communication to individual learning needs.

Customer Service Client Management Scheduling & Administration Time Management Problem Solving

AU

Customer Service & Complaints Handler

Resolved customer enquiries by phone and email while meeting service quality and performance targets. Investigated and fairly resolved complaints and handled sensitive financial cases with empathy and discretion in line with policy and regulatory requirements.

Customer Service Complaint Resolution Phone Support Email Support CRM Systems Case Management Conflict Resolution Professional Written Communication Active Listening Problem Solving Time Management Regulated Environments

Education

Degrees, certifications, and relevant coursework

GC

GCSEs

GCSE, General Education

Completed 9 GCSEs, including English, Mathematics, and Science.

AL

A Levels

A-Level, Psychology, Sociology, Biology

Completed A Levels in Psychology, Sociology, and Biology.

AU

Approved Driving Instructor (UK)

Approved Driving Instructor (UK), Driving Instruction

Qualified as an Approved Driving Instructor in the UK.

CG

City & Guilds

City & Guilds Level 2 Diploma, Continuing Education

Completed a City & Guilds Level 2 Diploma.

BD

Business Startup Diploma

Business Startup Diploma, Business

Completed a Business Startup Diploma.

Tech stack

Software and tools used professionally

Gmail

F#

Google Workspace

Evidence

Instructor

Remote

Interested in hiring Z J?

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