Rachel Crockett has been issued a redundancy notice from her current role at Royal Bank of Scotland with a leaving date of April 28th. She has over 15 years of experience in customer service roles at RBS, most recently as a Customer Service Officer and Deputy Team Manager. She prides herself on delivering excellent customer service, meeting goals and targets, and problem solving. Her education includes 10 GCSE passes and she has strong computer, communication, and process skills.

1. **Please note I have been issued with redundancy, with a leave date of 28th
April**
287 Kenyon Way
Little Hulton
Manchester
M38 0DZ
Mobile +44 (0) 7825889019
Email: Rachel_crockett@hotmail.co.uk
Rachel Crockett.
Personal Summary
● Self motivated, enthusiastic member of staff who aspires in delivering outstanding
customer service.
● An effective communicator at all levels with an in depth knowledge of customers,
both internally and externally.
● I have excellent organisational skills and take great pride in my work to ensure
customers are provided with the best service whilst taking into consideration both
quality and control.
● Consistently meet and exceed goals and targets at a high level with excellent problem
solving and analytical skills.
Employment History
Sept '03 - Present: Royal Bank of Scotland
Customer Service Officer/Deputy Team Manager
● To be highly focused and keep a comprehensive knowledge of how to maintain a
professional, helpful and courteous relationship with customers both internal and
external.
● Having an enthusiastic and positive attitude and working hard to ensure that customers
receive an excellent level of service.
● Provide help and advice to customers who use the companies products and services.
● Dealing with customer enquiries by telephone, ensuring the customers problem is brought
to a satisfactory conclusion.
● Answering all calls within a 13 second timescale.
● Provide support to the team manager to drive high performance both individually and
with the team by monitoring the workload on a daily basis. This is gained by effective
coaching, figure analysis and supporting areas if development.
● Attending audios with my colleagues in India and also engagement audios with other
team managers and senior management.
● Develop individuals by completing process confirmations to help identify development
opportunities and process enhancements and delivering one to ones to discuss
performance management.
● Before taking the telephonist/deputy role I worked on various operational processes
across the bank, my role was to fully up-skill myself and others on the processes. I was to
challenge trends on the deficient work received along with those identified through
quality testing. As the process has a direct impact on the customer I had to gain &
maintain 100% quality and accreditation.
● I actively progressed problems & countermeasures (P&C's) with the aim of working
smarter as a team and for our customers both internal and external. One of my key
successes was a 'call quality guide' I created to support the team in improving their quality
on calls to our customers.
● I also provided skills and flexibility across the department and centre to ensure all
customer processes are delivered within the required service level agreements.

2. Education
St Georges R.C.High School : 1995 - 2005
● G.C.S.E (10 A-C Passes)
Key Skills
● Excellent communication skills
● Extensive knowledge of Back Office
● Fully competent in Microsoft office applications
● Extensive knowledge of various operational processes
Other information
● Full UK driving licence
Interests and Activities
● I have been part of a Morris Dancing troupe for 25 years; I help run the troupe which
involves training a wide range of people and part take in dancing competitions every
other weekend.