Name: CHRISTOPHER MARK HARDYAddress: 87 High Street, Great Wakering, Southend-On-Sea, Essex SS3 0EDMobile: 07530 428160Email: chrishardy1990@hotmail.com

PROFILE

A confident and versatile customer service advisor with excellent client relations skills and the ability to strike up a rapport easily. I have experience in providing financial product information in a comprehensible way, using persuasive abilities to drive up company sales. I have an enthusiastic, determined and proactive approach to demanding targets, thriving in a fast paced and competitive environment. With a rational and calm approach to dealing with client crises and complaints, I am able to successfully resolve difficulties to the satisfaction of all parties. Ensuring discretion at all times, I am acknowledged as professional and meticulous in applying data protection policies and procedures. As a team player, I actively participate in staff meetings and support the efficient delivery of departmental objectives, in addition to inducting and training new staff in the tasks they will be expected to undertake. Driven and ambitious, I am seeking a challenging opportunity with a forward thinking organisation in the insurance/banking sector.

KEY SKILLS

Articulate with equally excellent written communication, able to convey complex information clearly Excellent negotiation and persuasive skills Outstanding client relations skills, ensuring a quality customer experience Computer literate with experience in a wide range of software packages including Microsoft Office Falcon, Vision Plus,

PBS (personal banking system) and Edge Calm when working under pressure, managing difficult situations and resolving client complaints Proactive and supportive team player Well motivated, conscientious and target driven with an ability to organise and prioritise well Analytical thinker and problem solver with a keen eye for detail

WORK EXPERIENCE

Dec 2013 – Present Cheques Issued / Third Party Management The Royal Bank of Scotland

Key Responsibilities: Analysing financial statements, in order to set up and agree mutual payment plans for customers in financial difficulty. Assessing full and final offers on customer accounts, ensuring any offers meet a specific criteria. Answering internal telephone enquiries from customers and third parties. Issuing hand written standard and urgent cheque requests to clients and customers. Use of TSYS, Back Office (HOIS) and Debt Manager to make the relevant adjustments on customer accounts. Meeting challenging deadlines and accuracy targets whilst remaining fully compliant with internal procedures. Filling, sorting and archiving. Taking an active part in daily team huddles to discuss team progress and performance. Ensuring all confidential information and cheque books are stored safely and appropriately, adhering to an end-of-day

check list.

Apr 2010 – Dec 2013 Core Banking Advisor Lloyds Banking Group

Key Responsibilities: Fielding customer telephone calls, including service enquiries and lost and stolen card reports, providing accurate

information and processing relevant data to address their needs Selling financial products in a target driven environment Ensuring the strict application of the Data Protection Act 1998 and company confidentiality policy when processing

clients’ personal details Resolving customer complaints, offering redress payments or escalating as appropriate Contributing to training new staff, inducting them to the business environment Utilising Edge, PBS, Vision Plus and Falcon to process and store information accurately Participating in progress meetings, to discuss performance, customer feedback and target achievement Deputising for team managers in their absence, supervising staff operations

Nov 2009 – Feb 2010 Call Centre Operative Trade Media Services, TMS Limited

Key Responsibilities: Performed outbound calling to private individuals, promoting a government energy efficiency scheme for home

insulation products Met challenging targets in a competitive selling environment Operated an automated dialling system Remained professional and polite when dealing with negativity

July 2008 – Aug 2008 UK Career Academy Internship Accenture Plc

Key Responsibilities: Designed and delivered presentations on the internship programme experience to 50 top executives and prospective

interns Observed and assisted in the global pricing estimate process for management consultancy and technology services Performed office tasks, including filing, organising documents, photocopying and basic use of SAP software Booked rooms for meetings and team building sessions

Jun 2007 – Nov 2008 Catering Assistant Adventure Island, Stockvale Group Plc

Key Responsibilities: Provided quality customer service through friendly and professional food sales Processed payments using an electronic till system Managed stock collection, deliveries, storage and rotation Cooked burgers, chips, chicken wraps and pizzas, completing large orders promptly Maintained excellent standards of food hygiene, ensuring a clean and tidy work area and adhering to company

regulations and health and safety legislation

PROFESSIONAL QUALIFICATIONS AND CERTIFICATION

2002 – 2009 The King Edmund Business and Enterprise School

2007 – 2009 BTEC Level 3 Award in Personal and Business Finance (Distinction)2007 – 2009 2 A Levels in Business Studies and Accounting2007 – 2008 2 AS Levels in Design Technology and General Studies2007 15 GCSEs including Mathematics and English

In House Training2008 – 2013 Lloyds Banking Group

2010 – 2013 Health and Safety at WorkCompetition LawFighting Financial Crime

2008 Team Building Accenture Plc

ACHIEVEMENTS

Selected to be one of only 500 students in 2008 to be a member of the UK Career Academy completing a six week paid internship with Accenture, presented with an award at the graduation ceremony at Westminster Central Hall

Received the Citizenship (PSHE) Pinnacle Best in School and the Business Studies Best in Year Awards Achieved a range of certificates from the British Karate Association and currently rate as 1st Dan Black Belt level, since

2009

REFERENCES AVAILABLE ON REQUEST

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