Customer-focused professional with experience across insurance operations, quality assurance support, and service-based environments. Skilled in managing high-volume customer interactions, providing accurate information, and working within structured, regulated processes.

Strong background in documentation, system navigation, and stakeholder communication, with a calm and professional approach to resolving customer enquiries. Currently seeking to build a long-term career in retail banking or customer contact centre roles, where accuracy, trust, and customer experience are key.

Customer Service Skills
• Portfolio management of claims / case-management
• Inbound & outbound call handling (customers/intermediaries/brokers)
• Customer service excellence/empathy in high-volume call environments
• Stakeholder & intermediary communication
• Customer case management
• Risk awareness & escalation
• Policy & regulatory awareness.
• Decision making & information analysis

Technical Skills
• Proficient in tools: JIRA, Zephyr, Confluence, and MS Teams.
• Time management and prioritisation.
• Software & Tools: Windows, Microsoft Office, Excel, SQL
• Strong documentation and record-keeping (patch logs, test cases)

Interpersonal Skills
• Effective collaboration with cross-functional teams
• Strong verbal and written communication
• Coordination of meetings and updates
• Adaptability and commitment to learning