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25 years of experience

Skills

Contact Centre Operations Inbound & Outbound Queues First-Contact Resolution Customer Advocacy & Retention Quality Assurance Compliance De-escalation & Conflict Resolution Vulnerable Customer Case Management Salesforce CRM SAP Siebel Systems Secure VPN Digital Telephony Root-Cause Investigations Reporting & Documentation Premium Guest Relations

Experience

Customer Resolution & Complaints Specialist

British Gas (Centrica)

2001-03 - 2026-08

Managed high‑volume account escalations for complex customer portfolios, ensuring service delivery met strict quality and KPI benchmarks. Handled sensitive conflict‑resolution cases, employing empathy and problem‑solving to retain at‑risk accounts. Maintained meticulous case documentation and data integrity across Salesforce, SAP and Siebel environments to guarantee regulatory compliance. Collaborated with technical, billing and executive teams to streamline backend processes and resolve operational issues. Mentored new team members, sharing best practices for difficult inquiries and improving wrap‑up times.

Languages

English

native

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Last updated: 3 hete