Stephen Cook
Gibraltar
Summary
Highly experienced Customer Relations Officer with a proven track record of high productivity and efficient task completion. Specialized in conflict resolution, customer satisfaction analysis, and CRM software. Strong communication and problem-solving skills lead to positive customer interactions and outcomes. Seeking a role that values hard work, and dedication.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Relations Officer
Taurus Insurance Services Limited
Gibraltar
10.2021 - Current
- Resolved complaints, significantly improving customer satisfaction.
- Conducted root cause analysis to identify and address systemic issues.
- Collaborated with cross-functional teams, including regulators and directors, to ensure compliance.
- Organised company social events to promote employee engagement.
Shift Supervisor
Entain
Gibraltar
01.2018 - 07.2021
- Facilitated clear communication with employees on job duties, expectations, and policies.
- Supervised seven language teams to ensure compliance with regulated markets.
- Managed escalated complaints involving sensitive issues while implementing player protection measures.
- Collaborated with upper management to deliver feedback and analyse statistical data.
Digital Communications Manager
Ladbrokes Coral Group
London
10.2015 - 09.2017
- Managed a team of 20 employees to enhance productivity and performance.
- Oversaw company social media accounts and review platforms to improve brand engagement.
- Delivered exceptional customer service while reporting feedback to upper management.
- Liaised with upper management to communicate team progress and insights.
Education
Advanced BTEC - Business Management (Distinction)
Harrow College
Harrow, London06-1999
Advanced BTEC - Marketing (Distinction)
Harrow College
Harrow, London06-1999
Skills
- Customer service
- Root cause analysis
- Regulatory compliance
- Conflict resolution
- CRM software
- Office Articulate (Word, Excel)
- Employee engagement
Affiliations
- Exceptional time management skills and the ability to create a good work, family, and social life balance.
- Well-versed in Microsoft Office and CRM tools.
- Efficient and organised individual with a good attention to the fine details.
- Proficient knowledge of consumer duty, regulations and compliance.
Accomplishments
- Ladbrokes Coral Group - Serious About Service Awards 2013 (2 Awards - Customer Support Advisor 2013 and Most Inspirational Office Team).
Certification
- Chartered Institute of Insurance - Certificate of Insurance (CERT CII).
References
References available upon request.
Timeline
Customer Relations Officer
Taurus Insurance Services Limited
10.2021 - Current
Shift Supervisor
Entain
01.2018 - 07.2021
Digital Communications Manager
Ladbrokes Coral Group
10.2015 - 09.2017
Advanced BTEC - Business Management (Distinction)
Harrow College
Advanced BTEC - Marketing (Distinction)
Harrow College
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