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المهارات
الخبرة
Customer Resolution & Complaints Specialist
British Gas (Centrica)
2001-03 - 2026-08
Managed high‑volume account escalations for complex customer portfolios, ensuring service delivery met strict quality and KPI benchmarks. Handled sensitive conflict‑resolution cases, employing empathy and problem‑solving to retain at‑risk accounts. Maintained meticulous case documentation and data integrity across Salesforce, SAP and Siebel environments to guarantee regulatory compliance. Collaborated with technical, billing and executive teams to streamline backend processes and resolve operational issues. Mentored new team members, sharing best practices for difficult inquiries and improving wrap‑up times.
اللغات
English
native
آخر تحديث: منذ 3 أسابيع