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claireuk86

Claire P

@claireuk86

Customer Service QA Specialist, Call Audits and Clear Feedback

Verenigd Koninkrijk
Engels
Sommige informatie wordt in het Engels weergegeven.
Over mij
I specialise in reviewing customer service calls and providing clear, structured feedback to improve quality and customer experience. I have experience in call auditing, quality assurance, and coaching, identifying strengths and areas for improvement with practical, easy-to-follow suggestions. I’m detail-oriented, reliable, and provide professional, confidential feedback. I can work with your scoring system or create simple feedback if needed.... Lees meer

Skills

c
claireuk86
Claire P
offline • 

Bekijk mijn diensten

Consulting
I will review your customer service calls and provide feedback
VanafUS$ 15 / projectMeer informatie

Werkervaring

Age_UK

Team Leader

Age UK

Oct 2023 - Present • 2 yrs 7 mos

Lead and support a team of advisors within a national advice service, ensuring high standards of safeguarding, compliance, and customer care. Conduct structured call audits to monitor quality, identify trends, and improve performance and customer experience. Provide regular coaching and feedback to support development and service improvement. Handle complex complaints and escalations, ensuring appropriate resolution in line with policy. Produce reports and action plans based on audit findings and performance data.

NHS

NHS

7 yrs 2 mos

Business Support Assistant & Supervisor

Sep 2018 - Oct 2023 • 5 yrs 1 mo

Supported service delivery through coordination, reporting, and performance monitoring. Tracked KPIs, identified trends, and supported data analysis to improve service outcomes. Delivered training and support to new staff, improving team capability and consistency. Managed sensitive information in line with data protection and confidentiality requirements.

Customer Service Advisor

Aug 2016 - Sep 2018 • 2 yrs 1 mo

Managed high volumes of customer calls, providing information, guidance, and support. Handled sensitive and complex enquiries with professionalism and care. Maintained accurate records and ensured compliance with internal processes. Prioritised and coordinated requests across multiple services.