Suzanne Strawhorn
Kilmarnock
Summary
Complaints handler with experience in managing a varied caseload, providing end to end customer experiences by oral and written communication. Proven ability to ensure a fair outcome is reached, and a satisfactory resolution is achieved. Highly focused on upholding quality standards whilst simultaneously managing several complaints within a fast paced environment.
Overview
12
12
years of professional experience
5
5
years of post-secondary education
Work history
Complaints Handler
PRA Group
Kilmarnock
2021.10 - Current
- Managing company Trustpilot site and ensuring customers are responded too.
- Have headed up several mini projects within the complaints team to co-ordinate and manage my colleagues.
- Subject Matter Expert (SME) for complaints for Claims Management Company (CMC) complaints.
- Responding to regulatory bodies such Financial Ombudsman Service and Information Commissioners Office.
- Stayed calm to navigate tricky situations in collected manner.
- Identified root causes of complaints through effective questioning.
- Used time-management skills to minimise complaint lifecycle and meet regulatory timelines.
- Owned end-to-end complaint handling and resolution in line with established procedures.
- Documented customer interactions, following company policy and procedure in all engagements.
- Communicated with customers politely, promptly and professionally.
- Offered personable and helpful service to exceed customer expectations and reach positive conclusion.
Customer Assistant
Wm Morrisons Supermarket
Kilmarnock
2020.03 - 2021.10
- Completing weekly rotas and ensuring keyed on to system on time.
- Performed daily opening and closing functions and inventory management.
- Established positive relationships with clients by going extra mile to build rapport.
- Handled cash and card payments with accuracy.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Adhered strictly to policies and procedures for continued company compliance.
Customer Service Administrator
The Designer Rooms, Ayr
2019.12 - 2020.03
- Carrying out day to day admin tasks including answer customer service queries over the phone and emails achieving a quick and acceptable outcome for the customer.
- Management of own customer cases which included keeping the customer informed throughout whole process when they had reported a fault, Liaising with suppliers to rectify any customer issues and chasing up any relevant parts required, booking on of parts and organising for the repair to be carried out.
- Liaising with outside agencies where appropriate.
- Followed up on unresolved customer issues to investigate and resolve problems.
- Enhanced customer satisfaction ratings by managing client enquires through to resolution.
- Responded to customer requests with friendly, knowledgeable service and support.
- Completed documentation and logs each day, generating detailed weekly reports.
Customer Assistant Admin
Wm Morrisons Supermarket
2018.04 - 2019.12
- Ensuring the store is trading legally in regards to pricing.
- Keeping to strict time deadlines each morning to implement price changes prior to store opening each morning.
- Answering store telephone and dealing with calls in the appropriate manner, directing them to the appropriate person/department.
- I was tasked to over see the EPOS side of the store refit which the store was undergoing, which required me to liaise with other managers, contractors and the site manager, as well as organising and planning the work activities myself and the support staff were expected to achieve each night.
Graduate Trainee
Wm Morrisons Supermarket
Glasgow
2016.09 - 2018.04
- Assisted with day-to-day operations and completed assigned management tasks.
- Monitored and evaluated performance, actioning insights to drive KPIs, regulatory compliance and service quality.
- Developed professional relationships with colleagues and managers to aid communication and consistency.
- Took ownership of escalated customer issues and followed through to resolution.
- Learned about conflict resolution and shadowed management completing disciplinary hearings.
- Increased knowledge of company policies, protocols and processes proactively.
Checkout Team Leader
Wm Morrisons Supermarket
Kilmarnock
2016.06 - 2016.09
- Responsible for overseeing the checkout bank, effective queue management and ensuring high customer service standards.
- Also responsible for planning and organisation of checkout colleague breaks, up keep and maintenance of checkout stock and merchandising plans.
- Managed cashier break and lunch schedules to provide optimum coverage during high customer traffic periods.
- Supporting checkout manager with holiday planning and writing schedules.
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
- Collaborated with other employees to deliver highest degree of customer service.
Cashier
Wm Morrisons Supermarket
Kilmarnock
2015.03 - 2016.09
- Chosen to be one of three in-store greeters - being the first port of call for customers as they enter the store and the last person they see as they leave.
- Completed opening and closing procedures each day.
- Handled cash and card payments with precision, maintaining customer confidentiality and discretion throughout.
- Processed sales, exchange and refund transactions efficiently to reduce customer waiting times.
- Helped meet business needs by working extra shifts.
- Greeted customers entering store and responded promptly to customer needs.
- Resolved customer complaints and answered queries about store products.
- Checked customer ID when selling age-restricted items, following store policy.
- Assisted with cashier close-down by counting drawer change and processing vouchers.
Support Worker
Turning Point Scotland
2014.03 - 2015.03
- Administered medication with rigorous planning and recordkeeping.
- Built strong patient relationships through compassionate care and friendly rapport building.
- Communicating with outside agencies in order to coordinate certain aspects of her care as well as helping her to maintain personal relationships with family and friends.
- Communicating with other team members during handover at the end of each shift, as most of the time was spent lone working.
- Continuously promoted best practices in health, safety and security to safeguard service user welfare.
- Used excellent communication and interpersonal skills to engage and interact with individuals in need.
- Empowered individuals to pursue hobbies and leisure activities such as shopping and creative activities.
Cashier
Wm Morrisons Supermarket
Kilmarnock
2012.10 - 2014.03
- Providing excellent customer service within a fast paced retail environment.
- Delivered outstanding customer care with proactive sales and listening skills.
- Completed opening and closing procedures each day.
- Handled cash and card payments with precision, maintaining customer confidentiality and discretion throughout.
- Checked and confirmed personal identification during alcohol and tobacco sales.
Support Worker
Hansel Alliance, Symington
2011.09 - 2012.09
- Working between 7 houses providing care to 9 Adults; including sleepover shifts.
- Assisting adults with learning difficulties in their own home carrying out day to day tasks.
- Responsible for the handling of service users finances including petty cash, banking and payment of bills.
- Communicating with outside agencies in order to coordinate certain aspects of care.
- Helping service users to maintain personal relationships with family and friends.
- Assisted with personal care activities such as washing and dressing, consistently promoting positive health and hygiene.
- Empowered individuals to pursue hobbies and leisure activities such as shopping and creative activities.
Education
MA - History
University of Glasgow
Glasgow 2012.09 - 2016.06
HND - Social Science
Kilmarnock College
2011.09 - 2012.06
SCQF Level 6 - Certificate in Customer Service in Financial Services
Genius People
2022.07 - 2023.06
Skills
- Analytical and Critical Thinking
- Problem-Solving
- Complaints Handling
- Customer Service
- Conflict Management
- Microsoft Office
- Microsoft Excel
- Microsoft Word
- Microsoft Outlook
Timeline
SCQF Level 6 - Certificate in Customer Service in Financial Services
Genius People
2022.07 - 2023.06
Complaints Handler
PRA Group
2021.10 - Current
Customer Assistant
Wm Morrisons Supermarket
2020.03 - 2021.10
Customer Service Administrator
The Designer Rooms, Ayr
2019.12 - 2020.03
Customer Assistant Admin
Wm Morrisons Supermarket
2018.04 - 2019.12
Graduate Trainee
Wm Morrisons Supermarket
2016.09 - 2018.04
Checkout Team Leader
Wm Morrisons Supermarket
2016.06 - 2016.09
Cashier
Wm Morrisons Supermarket
2015.03 - 2016.09
Support Worker
Turning Point Scotland
2014.03 - 2015.03
Cashier
Wm Morrisons Supermarket
2012.10 - 2014.03
MA - History
University of Glasgow
2012.09 - 2016.06
HND - Social Science
Kilmarnock College
2011.09 - 2012.06
Support Worker
Hansel Alliance, Symington
2011.09 - 2012.09