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25 years of experience

Skills

Contact Centre Operations Customer Experience First-Contact Resolution Customer Advocacy Quality Assurance De-escalation Vulnerable Customer Management Salesforce CRM SAP Siebel Systems Digital Telephony High-Volume Case Management Reporting & Documentation Premium Guest Relations Multicultural Communication

Experience

Customer Resolution & Complaints Specialist

British Gas (Centrica)

2001-05 - 2026-08

Managed high‑volume account escalations, ensuring service delivery met strict quality and KPI benchmarks. Handled sensitive conflict‑resolution cases, employing empathy and problem‑solving to retain at‑risk customers. Maintained meticulous documentation and case audits to guarantee regulatory compliance. Collaborated with tech, billing, and executive teams to streamline processes and resolve operational issues. Led the adoption of core CRM platforms (Salesforce, SAP, Siebel) over 25 years while mentoring new team members.

Languages

English

native

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Last updated: 3 hete