Christopher Hardy is seeking a customer service role in insurance or banking. He has over 5 years of experience in customer service roles at Royal Bank of Scotland and Lloyds Banking Group, where he resolved complaints, met sales targets, and assisted new hires. He has strong communication, problem solving, and teamwork skills. References are available upon request.

1. Name: CHRISTOPHER MARK HARDY
Address: 87 High Street, Great Wakering, Southend-On-Sea, Essex SS3 0ED
Mobile: 07530 428160
Email: chrishardy1990@hotmail.com
PROFILE
A confidentand versatile customerserviceadvisor withexcellentclientrelationsskillsand the abilityto 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 activelyparticipate in staff
meetingsandsupportthe efficientdelivery of departmentalobjectives,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 equallyexcellent written communication, able to conveycomplex information clearly
 Excellent negotiation and persuasive skills
 Outstanding client relations skills, ensuring a qualitycustomer experience
 Computerliteratewithexperienceinawiderange of software packagesincluding MicrosoftOffice Falcon,VisionPlus,
PBS (personalbankingsystem) and Edge
 Calm whenworkingunderpressure,managingdifficultsituationsandresolvingclientcomplaints
 Proactive andsupportive team player
 Well motivated, conscientiousandtargetdriven withan abilityto organiseandprioritisewell
 Analytical thinkerand problem solverwith a keeneye for detail
WORK EXPERIENCE
Dec 2013 – Present Cheques Issued / Third Party Management The Royal Bank of Scotland
KeyResponsibilities:
 Analysing financial statements,inorderto set upand agreemutualpaymentplansfor customersinfinancialdifficulty.
 Assessing full and final offers on customeraccounts,ensuringanyoffers meeta 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 accuracytargets whilst remaining fullycompliant with internal procedures.
 Filling, sorting and archiving.
 Taking an active part in dailyteam huddles to discuss team progress and performance.
 Ensuringallconfidential information and cheque books are stored safelyand appropriately, adhering to an end-of-day
check list.
Apr 2010 – Dec 2013 Core Banking Advisor Lloyds BankingGroup
KeyResponsibilities:
 Fieldingcustomertelephone calls,including serviceenquiriesand lostand stolencard reports, providingaccurate
informationandprocessingrelevantdata to addresstheir needs
 Sellingfinancialproductsinatarget driven environment
 Ensuringthe strict applicationoftheData ProtectionAct 1998and companyconfidentialitypolicywhenprocessing
clients’personaldetails
 Resolving customercomplaints,offeringredresspayments or escalatingasappropriate
 Contributingto trainingnewstaff, inductingthem tothe businessenvironment
 Utilising Edge,PBS, Vision Plus andFalcontoprocessandstore information accurately
 Participatinginprogressmeetings,todiscussperformance,customerfeedbackandtargetachievement
 Deputisingfor team managersintheirabsence,supervisingstaff operations

2. 2
Nov 2009 – Feb 2010 Call Centre Operative TradeMedia Services, TMS Limited
KeyResponsibilities:
 Performedoutboundcallingto private individuals,promotingagovernmentenergyefficiencyschemefor home
insulation products
 Metchallengingtargetsina competitivesellingenvironment
 Operatedanautomateddiallingsystem
 Remainedprofessionalandpolite whendealingwithnegativity
July 2008 – Aug 2008 UK CareerAcademyInternship AccenturePlc
KeyResponsibilities:
 Designedanddeliveredpresentationsonthe internshipprogrammeexperienceto50top executivesand prospective
interns
 Observed andassisted in the globalpricingestimateprocessformanagementconsultancyandtechnologyservices
 Performedofficetasks, includingfiling,organisingdocuments,photocopyingandbasic useofSAP software
 Bookedroomsfor meetingsandteam buildingsessions
Jun 2007 – Nov2008 Catering Assistant Adventure Island, StockvaleGroup Plc
KeyResponsibilities:
 Provided qualitycustomerservicethroughfriendlyandprofessionalfoodsales
 Processedpaymentsusingan electronictillsystem
 Managedstockcollection,deliveries,storage androtation
 Cookedburgers,chips,chicken wrapsand pizzas, completing largeorderspromptly
 Maintainedexcellentstandardsof foodhygiene, ensuringa cleanandtidywork area and adheringto company
regulationsandhealthandsafety legislation
PROFESSIONAL QUALIFICATIONSAND CERTIFICATION
2002 – 2009 TheKing Edmund BusinessandEnterpriseSchool
2007– 2009 BTECLevel 3Award in Personal and Business Finance (Distinction)
2007– 2009 2 A Levelsin BusinessStudiesandAccounting
2007– 2008 2 AS Levelsin DesignTechnologyand General Studies
2007 15 GCSEsincluding Mathematicsand English
In HouseTraining
2008 – 2013 LloydsBankingGroup
2010– 2013 Health and SafetyatWork
Competition Law
Fighting FinancialCrime
2008 Team Building AccenturePlc
ACHIEVEMENTS
 Selectedto beone of only 500students in2008 to be a memberofthe UK CareerAcademycompletinga sixweekpaid
internshipwithAccenture,presentedwith anaward at the graduationceremonyat WestminsterCentral Hall
 Received the Citizenship(PSHE) Pinnacle Bestin SchoolandtheBusinessStudies Best in Year Awards
 Achieved a rangeof certificatesfrom the British KarateAssociation and currentlyrate as 1st Dan BlackBelt level, since
2009
REFERENCES AVAILABLE ON REQUEST