I am an experienced customer operations professional with a strong background in UK pension administration, mortgage sales support, and customer service within regulated environments. I have worked across high-volume, detail-oriented roles that require accuracy, compliance, and excellent communication skills.
Currently, I am employed as a UK Pension Administrator at Willis Towers Watson, where I manage a high volume of pension enquiries daily, including retirements, transfers, death cases, and benefit calculations. I consistently exceed performance targets, achieving 146% efficiency and 98% accuracy, while ensuring compliance with pension legislation, internal controls, and service level agreements. I also maintain accurate member records, helping reduce data errors and audit queries.
Previously, I worked as a Customer Support Specialist (Mortgage), supporting customers throughout the full mortgage sales journey from initial enquiry to offer and completion. I accurately assessed customer circumstances, delivered customer-focused and compliant solutions, and contributed to strong customer satisfaction outcomes.
I also bring experience as a Customer Support Agent (AT&T Sales), where I handled customer concerns related to internet, wireline, and mobile services while pitching suitable products to business and individual customers. Earlier in my career, I worked as an Associate Operations Agent (GDS Trained) in the travel industry, where I was recognized as a top-performing agent and trained in Amadeus, Sabre, and Farelogix systems.
Overall, I offer a proven ability to manage complex cases, maintain high accuracy, communicate effectively, and deliver quality outcomes in regulated and customer-focused roles, making me a strong candidate for positions requiring reliability, compliance, and customer service excellence.
