Lily Allart is seeking a new role where she can utilize her strong customer service and administrative skills. She has over 4 years of experience in customer service roles, currently working as a Customer Service Officer at PRA Group UK Ltd where she handles vulnerable customer accounts. Prior to this, she held administrative and retail roles. She is proficient in Microsoft Office applications and has certifications in customer service, IT skills, and secretarial administration.

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Lily Allart
West Malling
ME19
Mobile: 07837983467
Email: lilyallart@yahoo.co.uk
PERSONAL PROFILE
An enthusiastic, confident and hardworking Customer Services Officer who thrives under pressure and is
looking to become an integral part of an efficient and professional running office/department where personal
development and opportunities exist to extend skills within your business. A well-organised individual with
significant experience in various industries ranging from retail, legal, debt management and the construction
industry. Accustomed to working under pressure in a target driven environment while delivering a
comprehensive, timely and professional service. Looking for a new challenge where knowledge and
experience are valued and used to its full potential as well as to build upon a professional career within an
organisation.
CAREER HISTORY
PRA Group UK Ltd - May 2012 to present
Customer Services Officer
Currently working within a highly regulated business on the Debt Management team, within customer
service, managing a high risk portfolio of vulnerable customers. A challenging role that supports customers
in financial difficulty and dealing with regulated representatives on a customer’s behalf. With great ability to
manage difficult customers in regards to a dispute query, complaint, sensitive case or Credit File query who
is also responsible for answering queries via emails, spread sheets and post and distributing work out to my
colleagues. In addition I also support my manager in her absence. Consecutively awarded star of the month
for being polite, positive and empathetic towards customers on the phone and delivering a first class
customer experience within a complex regulatory framework.
Key Skills and Responsibilities
 Communicating with customers and debt management companies via email, letter and phone
 Authorised to offer a personal mandate of up to 35% discount up to the value of £10,000
 Empowered to update customers credit files and write off accounts up to the value of £5,000 and
where applicable review with senior management to exceed this.
 Intensive use of Excel spread sheets
 Experience of working on a dialler delivering excellent wrap and pause times whilst averaging 98%
call scoring in 2015
 Conducting detailed financial assessments
 Dealing with all aspects of written correspondence concerning balance requests and queries
 Understanding of debt and mental health guidelines
 Excellent communication skills
 Completing and returning spread sheets according to strict time frames
 Actioning accounts correctly, efficiently and in line with service level agreements
 Managing and updating customer accounts on the company database, ensuring all information is
compliant and up to date
 Outstanding attention to detail and time management
 Assisting line manager in organising work schedules, diary management and booking meetings
 Annual Money Laundering & Anti-Bribery test – 100% pass mark
 Annual CSA Collector Accreditation Initiative exam – 100% pass mark

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Harlequin Group – Administrative Assistant – 2010 – 2012
Responsible for gaining planning approval for all sites across the south east of England and liaising with
BT and local councils to obtain drawings of underground power supplies before the build process begins.
Key Responsibilities
 Communicating with the councils and BT via phone, letter and email
 Assisting with on-site planning approvals
 Preparing work packs for local authorities to sign off using Microsoft Word, Excel and Power Point
 Liaising with the planning department and other planning authorities for approval of our sites
 Uploading the completed work packs onto Carillion Telent’s database
JD Sports, Bluewater – Retail Assistant – 2009 – 2010
Individually responsible for managing the men’s department and dealing with customers face to face on a
daily basis whilst helping out staff members when they needed any assistance.
Key Responsibilities
 Stock-taking and logging deliveries
 Organising the men’s department on the shop floor
 Assisting with the cash desk
 Working in the stock room
 Processing online orders for customers
EDUCATION AND TRAINING
NVQ Level 2 Certificate in IT Skills 2014
The course covered:
 Producing professional documents in Microsoft Word
 Constructing spreadsheets through Microsoft Excel
 Evaluating how important IT is in my job role
 Developing personal and team effectiveness using IT
NVQ Level 3 Certificate in Customer Services 2013
The course covered:
 Positive and negative attributes in customer service, analysing the language used
 Assessing my own customer service skills
 Evaluating how important customer service skills are in my daily job role
North West Kent College 2009 – 2010
Level 2 Certificate in Secretarial Administration and CLAIT Plus
Blackfen School for Girls 2004 – 2009
English language & literature C, Maths Statistics C, Science C
REFERENCES
References are available on request. I also have a Full UK Driving Licence.
HOBBIES
Foreign Travel, Especially to Dubai where my family have a holiday home.