Hannah Nicol
Vancouver,BC
Summary
I am an ambitious, hardworking, well organized, motivated individual with experience in customer service, team work and leadership and aim to strive in any area of employment I enter into. I have a passion for problem solving, broadening my knowledge and thrive under pressure. Excellent time management skills combined with a superior knowledge of the customer service industry make me a key person on any team.
Overview
13
13
years of professional experience
Work History
Underwriting Assistant
Liverpool Victoria
05.2021 - 05.2022
- Responded to customer/broker requests via telephone and email and effectively answered questions and inquiries.
- Reviewed applications for insurance coverage and reports from general practitioners and our third party reassurers to determine risks.
- Dealt with customers, agents and brokers to negotiate coverage, price, and service delivery.
- Trained new starters to the role and completed sign off to ensure they had the skills and knowledge to be able to provide the best customer service.
- Maintained a high level of professionalism and confidentiality due to sensitive medical evidence at use.
- Lead meetings to ensure all colleagues were kept up to date on the latest policy updates and procedures.
- Ensure all work is compliant with UK FCA regulations and laws.
- Issue decline and postponement letters to clients and brokers with empathy and clear wording.
Service Planner
Liverpool Victoria
10.2018 - 05.2021
- Analyze data to ensure that service was met on a daily basis.
- Conduct daily meetings to key stakeholders within the Life Insurance department to provide service outlook and expectations.
- Liaise throughout the day with key stakeholders and CSRs to ensure that service was being met and made necessary changes to plans as and when needed to improve the daily service level.
- Review MI using multiple software and applications to provide daily, weekly and monthly outlooks for both phone and admin service.
- Provide historical and realtime data for analysis and outlook building.
Senior Customer Service Representative
Liverpool Victoria
11.2015 - 10.2018
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Responded to customer/broker calls, emails and letters in a timely manner to ensure the best customer service was given.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Escalated issues to management and complaints when standard processes were not effective and a resolution was not reached.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Completed all quality assurance checks on colleagues and gave feedback and training where necessary.
- Created, updated and maintained training materials and process notes to remain compliant with changes to business growth/needs and UK laws.
Bartender
The Bell Public House
07.2013 - 10.2015
- Served high customer volumes during special events, nights, and weekends.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Kept bar presentable and well-stocked to meet customer needs.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
- Conducted regular inventory count to keep bar and drink supplies stocked and to meet customer demand.
- Cultivated strong relationships with repeat customers, engaging in friendly conversation and memorizing drink orders to promote loyalty.
Store Associate
Marks And Spencer
10.2009 - 07.2013
- Maintained tidy and organized store to comply with cleanliness standards.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Balanced and organized cash register by handling cash, counting change, and storing coupons.
- Coordinated restocking of sales floor with current merchandise and accurate signage for current promotions.
- Increased sales and customer satisfaction through personalized servicing.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
Education
High School Diploma -
St Peter's Catholic School
Bournemouth, England06.2012
Skills
- Reading Comprehension
- Service Promotions
- Service Quality
- Document Organization
- Problem Solving
- Adaptability
- Time Management
- Decision Making
- Leadership
- Public Speaking
- Communication
- Advanced IT knowledge
- Teamwork and Collaboration
Timeline
Underwriting Assistant
Liverpool Victoria
05.2021 - 05.2022
Service Planner
Liverpool Victoria
10.2018 - 05.2021
Senior Customer Service Representative
Liverpool Victoria
11.2015 - 10.2018
Bartender
The Bell Public House
07.2013 - 10.2015
Store Associate
Marks And Spencer
10.2009 - 07.2013
High School Diploma -
St Peter's Catholic School
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