1. Curriculum Vitae: Joanne Holmes
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Personal Profile
A professional with excellent customer service skills and team leadership
experience, particularly within the Education and Insurance sectors. Process
driven and results focussed with a passion for delivering a high quality
service.
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Experience
Kaplan Financial - June 2015 to present
Kaplan provides training in accountancy and tax courses and has more
than 48,000 students a year, both in the UK and overseas.
Customer Services Manager
• Ensure the Customer Services team provide students with a first class
service in relation to student support
• Ensure that all performance KPI’s are achieved and maintained at all
times, both personally and for the customer service team.
• Manage customer service team – approve holidays, manage any
instances of absence or performance issues, hold regular meetings
with the team and 121
• Approve all requests for refunds, transfers and deferrals
• Lead outbound telephone campaigns, monitoring progress and
reporting back to Operations Manager
• Make recommendations to improve/enhance the customer experience
and customer satisfaction
• Complaint handling by telephone and email
• Provide reports relating to, but not limited to, KPIs, enrolment levels,
other volumes
Kaplan Financial - 2004 to June 2015
Senior Customer Service Advisor and Customer Service Staff trainer
• Providing a first class service in relation to student support for Kaplan
products
• Training new members of staff and continued development of current
staff to maintain an up to date knowledge of Kaplan courses, products
and KPI’s.
• Customer complaints in accordance with the complaints procedure by
email and telephone.
• Processing of key client enrolments
• Building relationships with students and colleagues
• Maintaining and updating student records
• Processing refunds and raising credit notes in a professional manner
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2. • Lead team meetings to ensure the customer service team understand
and follow the correct procedure to provide the optimum student
experience.
GSM Marketing and Communication – May 1997 to April 1998
Accounts Clerk
• Providing support to the accounts manager
• Maintaining manual cash book, sales ledger and purchase ledger
• Inputting invoices and cash receipts using SAGE
• Bank reconciliation
• Maintaining the customer data base
Fielding Mann Insurance Brokers – April 1994 to Feb 1997
Insurance Clerk
• General clerical duties assisting the motor insurance manager
• Communicating with customers by telephone to obtain new customers
and update existing customer accounts
Jardine Insurance Brokers – May 1992 to June 1993
Senior House Insurance Technician
• Senior member of staff involved in training and mentoring new staff
members
• Worked using a delegated authority basis and underwrote and settled
claims within binder limits
• Responsible for maintaining business and issuing renewals
• Dealing with customer queries and complaints to resolve these
efficiently.
Qualifications & Training
Park Lane College Word processing 1 and 2, IBT 1 and 2
Benton Park Grammar School 8 O Levels, 2 A levels (Economics &
Geography)
Training: People Management, Essential People Management Training, Lean
Awareness, Coaching and Mentoring
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Interests
I enjoy walking and playing badminton. I have recently been quad biking,
indoor sky diving, snow tubing, shooting and have other activities booked.
I love live entertainment including concerts, theatre and comedy.
I organise and run several events throughout the year to fundraise for
Macmillan. We have raised over £8000 in the last 4 years.
Contact Details
Address: 17 Sunnybank Crescent, Yeadon, Leeds LS19 7TE
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