Joshua Hyman-Browne

• Prioritised and managed multiple insurance claims simultaneously, ensuring all deadlines and objectives were met.
• Increased client satisfaction by facilitating clear and consistent communication between suppliers and policyholders who were kept fully appraised and updated of the progress throughout their claim.

· Adhered to policy terms and general exclusions. As well as data protection laws. I ensured all regulated complaints were handled within the FCA guidelines.

• Enhanced customer satisfaction by responding promptly to enquires and addressing concerns professionally. I was able to use empathy and remain calm in a pressurised environment. This evoked trust and accountability between myself and the policy holders.

· Collaborated with team members and managers to develop strategic plans aligning with overall team objectives, fostering a unified approach toward shared goals.

• Shared my knowledge and expertise on daily system functions when training new team members.
• Handled both in and outbound calls as well as emails while using varied advanced system applications optimising organisational systems for payment collections, AP/AR, deposits, and recordkeeping.
• Improved customer satisfaction scores through conflict resolution and problem-solving skills while managing expectations.
• I dealt with complaints and defused issues through active listening and open-ended questioning which help build rapport and customer relations.

• Responsible for managing package holiday bookings travelling mainly to the United States.
• Resolved customer queries regarding products and services, quickly and efficiently, taking ownership to provide suitable solutions to problems.
• Utilised multiple communication platforms to contact customers, to include the telephone, email, live chat and social media. In addition, I spent time liaising with suppliers regarding reservations and bookings.
• Liased with suppliers regarding reservations and bookings. I acquired new skills aimed at upselling products and was responsible for cancellations and amendments, making changes to bookings where necessary, ensuring customer satisfaction.
• Obtain and process sensitive customer information accurately and securely in order to complete bookings to a high standard. I worked autonomously using my initiative and took ownership for completing tasks.
• I collaborated and supported colleagues and the management team as required, and demonstrating flexibility, a team player and a willingness to support others.

• During Covid 19 pandemic there were a lot of disruptions in travel. I adapted quickly to changes in travel restrictions and guidelines company policies or procedures ensuring consistency in delivering accurate information to customers.
• Maintained up-to-date knowledge of product and service changes.
• Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
• Managed high call volume while maintaining a courteous and professional demeanor.
• Collaborated with team members to create effective strategies for improving overall customer experience.