Curriculum Vitae
Clare Walker
Tel: 07766166685
Email: [email protected]
Profile
I have exceptional communication and organising skills. With 20 years of experience working in various
sectors of Barclays, originally starting as agency with Barclaycard in 2002. I work flexibly within my team
taking on different processes and implementing changes when necessary, to support and enhance the
quality of the customer experience. I have extensive experience of working under pressure, complying
with strict security and data regulations. I strive hard working towards strict deadlines to achieve quality
and production targets within a given timescale. During my working life, I have always maintained a
passion for excellent Customer Service and enjoyed the opportunity to utilise my knowledge, skills and
experience within my work.
Key skills
• Extensive Customer Service skills
• Excellent communication skills in person, over the telephone and written
• Fully competent in complaint handling, including negotiation techniques and investigation
• Fluent in processing transactions
• Working knowledge of general health and safety and assessing risks
• Experienced in general security and regulation compliance
• Full knowledge of Data Protection, Equality, Diversity and Safeguarding
Career Summary
Barclaycard Telephony – Customer Services Manager – 2003 - 2007
Key Responsibilities
• Inbound and outbound calls dealing with customer queries and complaints
• Logging and resolving complaints
• Using relevant internal programs to assist in the customer call
• Registering and ordering lost and stolen cards
• Changing addresses on customers accounts following strict identification guidelines
• Communicating with different departments within the Barclays group to assist with inbound calls,
examples of this would be Fraud and Collections
• Contacting third parties to assist, example would be Delivery companies on timescales for new
card deliveries
• Selling products relevant to the customers profile
• Ongoing training to improve the customer experience
• Up to date compliance and rigour training
• Involvement in community activities and fundraising
• Excellent computer skills to ensure notes made are factual and correct for the next customer or
advisor contact
• Being flexible within the team to take on new opportunities
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Key Achievements
• Being involved in an Inspirational Quote booklet which was rolled out to the Business and
published externally
• Awards for hitting targets within the correct timescales
• Work quality awards
Barclays Bank - 2007 – present
Key responsibilities in various roles – Voucher Retrivals – Complaint Handler – PPI and PBA
Decision Making Associate – CMC queries handler – KYC QC Associate (present role)
• Complaint handler – logging and updating complaints, using various Bank systems to deal with
customers who have expressed a dissatisfaction and resolving the complaints in a timely manner
• Managing diary work to ensure no FSA breeches
• Retrieving cheques and paying in slips then issuing to customers
• Outbound calls to discuss the customers complaints and to resolve them to the satisfaction of the
customer and the Bank
• Composing Adhoc letters and issuing to customers with the response of their complaint
• Calculating and issuing customers with refunds to their accounts using internal Banking systems
and ensuring the accounts balance
• Assist with missing credits when customers advise they have made a payment and it hasn’t
credited their account
• Outbound calls to third parties for information to assist, examples of this are Clearing services to
locate payments and Claims Management Companies (CMC) for information
• Up to date compliance and rigour training
• Involvement in community activities and fundraising – setting up Macmillan Charity days, going to
the Daisy Chain to help and attending The Hope Foundation to do mock interviews for people
looking for jobs are some examples
• Flexibility to undertake on the spot and ongoing training at any time to fulfil the role I am in
• Following strict FCA guidelines in all processes
• Training on Business Banking processes to deal with Sole Traders and Limited Companies to
ensure we have the correct information in order for the customers to have the best experience
when they contact us for products and services
• Quality checking advisors and providing constructive feedback to assist their development
Key Achievements
• Being selected to set up a new end to end process for complaints. This meant that one person
had the complaint from start to finish to make it more stream lined for the customer and the Bank
• Customer Service Bronze, Silver and Gold awards
• Level 3 NVQ in Customer Service
• Individual Quality Awards
• Team Quality Awards
Education
• 11 GCES’s including Maths and English
• 2 A Levels in Maths and English
• Degree in Business Information Technology – including a Distinction in Statistics
References are available on request
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