Catherine Arrison

Training

• Train and support customer service representatives in handling difficult cases/complex queries, sharing skills and knowledge

Customer Interaction

• Address high level customer complaints and issues that have been escalated from frontline support, ensuring satisfactory outcomes

Liaison Role

• Liaise with various departments, including technical support, billing and product teams to gather information and co-ordinate efforts in resolving complex issues

Documentation

• Document and track escalated issues from initiation to resolution, maintains clear and comprehensive records in the company's system

Feedback loop

• Provide feedback to product development teams in customer issues and potential improvements based on trends observed in escalated cases

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Handle majority inbound insurance queries
• Process new business, renewals and amendments
• Cancellation of policies and change details

• Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
• Used cash registers and credit card machines to cash out customers.
• Remained calm and poised when dealing with difficult customers or during busy shifts.
• Kept server areas clean and stocked to increase efficiency while working tables.
• Built rapport with regular customers through friendly interactions and attentiveness to their preferences.