Lee-Anne Johnson

To Whom It May Concern 

Attached, please consider my CV for the position advertised or any position you may deem suitable for me. I am a well-rounded individual with many years of Customer Service and Administration experience. I am bilingual in written and spoken English and Afrikaans.  

I am an experienced Customer Service professional with an enviable track record in the delivery of outstanding Customer Service. A real team player who builds trust with customers and colleagues alike.

I currently live in Malta but am looking to relocate back to Dunfermline as soon as possible.

Looking forward to hearing from your shortly.

Kind Regards

Lee-Anne Johnson

Customer Service

WORK EXPERIENCE:

23/08/2017–Present - Call Centre Agent -MAPFRE Middlesea, Floriana (Malta)

 - Be the clients first line of support by answering telephone calls in a busy Call Centre relating to clients queries on various insurance claims and general enquiries

- Manage clients expectations and tailor calls to the customers query

- Liaising with internal and external colleagues via telephone and/or email

- Investigating delays and relaying information to clients 

- Transferring calls to various colleagues in relation to follow ups on insurance claims and general queries

- Supporting my colleagues when required 

10/04/2017–21/07/2017 - Car Rental Sales Agent - London Services Ltd (Avis & Budget Car Rentals), Msida (Malta)

- Rent cars to tourists and local people

- Prepare for days bookings, by making sure I have the correct paperwork and client’s information needed for their bookings

 - Check I have correct car groups for my days bookings

 - Make sure that I have products available for hire such as car/baby seats, gps' etc.

 - I also help drive the cars to the different branches for colleagues to make sure they have the correct cars onsite for their clients 

- I drive and return the used and dirty cars back to the depots for cleaning 

- Help the fleet team update their spreadsheets, check which cars are rented out and help with sorting out their filing. 

11/10/2016–15/03/2017 - Global Client Service Administrator - deVere Group Ltd, Birkirkara (Malta) 

- Deal with all incoming telephone calls and emails from clients, institutions and consultants

- Maintain client relationships between all parties

- Process terminated consultants client spreadsheets by utilising all inhouse systems and institutions website. 

- Download, save and email clients monthly valuations 

- Check e-file data is correctly uploaded onto the in-house systems 

 01/02/2016–17/06/2016 - Global Client Service Manager - Skillcast, Birkakara (Malta) 

- Setting up clients and users on inhouse portals Allocating compliance eLearning courses via an inhouse Learning Management System (LMS) Updating course requirements and user details Actioning company data requests

- Resolving user queries Sending login details for online courses and reminder emails Allocating emails to various service managers from inboxes

20/04/2015–31/01/2016 - Finance Assistant - Overland Health, Birkakara (Malta)

- Working in a very busy department on purchase ledger, I process clinics invoices via Salesforce 

- Action clinics emails to resolve various queries and complete physiotherapists invoiced chase lists on Excel spreadsheets

- .Assisting in the Collections Call Centre when required by liaising with solicitors and clinics via the telephone to resolve queries, chase payments and update records

09/06/2014–27/03/2015 - Final Response Complaint Handler - Nationwide Building Society, Dunfermline (UK) 

Take full ownership of customer complaints and facilitate the collection of all necessary information and other business areas to assess complaint issue raised. Analyse information and identify suitable solution within prescribed timeframe. Writing Final Response Letters. Evidence that every complaint has been fully investigated and documented and explain the rationale behind the decision. Recommend referral to FOS if necessary. Restore customer confidence through effective communication and resolution of complaint.

09/01/2012–08/06/2014 - Contact Centre Service Consultant -Nationwide Building Society, Dunfermline (UK) 

Servicing calls within a Call Centre environment covering 2 brands, Derbyshire Building Society and Cheshire Building Society. Derbyshire Building Society – assisting customers on the Netsaver product with IT issues via accessing their accounts and providing and resolving account queries. Cheshire Building Society - completing customer applications on customers' behalf, advising customers on ID requirements and answering their general application and product knowledge questions. Also providing support and resolving customer queries on maturities and day to day account transactions. 

2007–2011 - Secured Administrator Lloyds Banking Group, Edinburgh (UK) 

Responsible for the successful completion of secured loan applications. Pursue mortgage companies for official documentation. Assess proofs for issuing loans and preparing secured loan applications for payout. Key liaison between the customer to deliver a successful application and with the land registry to resolve any issues. Business or sector (Secondment in the Collections Department as a Collections Advisor from April to October 2011 before being made redundant) 

2006–2007 - Customer Account Manager - Lloyds Banking Group, Edinburgh (UK) 

Exceeded key personal objectives on sales opportunities. Responsible for maximising the profitability of all sales opportunities through developing my sales team in a customer focused programme.  Maximising new and existing business opportunities by providing superior levels of service and support. Sell additional financial products to satisfy the customer’s needs and in line with FSA regulation. Proficient in all aspects of processing which include enquiry, underwriting, assessing and completion of applications. 

2005–2006 - Customer Sales Advisor - Lloyds Banking Group, Edinburgh (UK) 

Handled all customer service, sales, loan enquiries and input loan proposals.  Cross selling of additional financial products to satisfy the customer and comply with FSA. 

2004–2005 - Assistant Co-ordinator - TML Financial Solutions, Whiteley (UK) 

Provide support to the mortgage advisors. Take calls from clients to book and/or cancel appointments, using google maps, taking into consideration traffic, lunch times etc.  Book hotels for mortgage advisors if their day exceeds 12 hours, make sure they have the correct paperwork and stationery required for each appointment and update excel spreadsheet with appointments status 

2001–2004 - Customer Service Advisor -British/Scottish Gas, Edinburgh (UK) 

Started out in Southampton, working in the general Call Centre, later relocating to the Edinburgh UK, office working, the Debt Call Centre, taking calls in an inbound Call Centre. Setting up direct debits, inputting customers meter readings to create bills, investigating customer queries, promoting other products, taking customers through income and expenditure forms to help set up affordable payment arrangements

EDUCATION AND TRAINING:

1992 Certificate in Computer Literacy

01/1987–12/1991 Matriculation Certificate (A Level equivalent) - Plumstead High School, Cape Town (South Africa) 

Subjects Passed: English, Afrikaans, Business Economics, Typing, Home Economics and Biology