Rhea Wilkie

May 2025 - Present: Handled high volumes of inbound calls dealing with pension enquiries; explained complex pensions information in accessible terms; maintained calm, empathetic manner; ensured FCA compliance and internal procedures; de-escalated volatile situations; managed CRM systems and ongoing case statuses; collaborated with other departments and escalated to specialist teams as needed.

Provided professional customer service for pension inquiries, explained complex pension information in accessible terms, maintained composure with vulnerable customers, ensured compliance with FCA regulations and company policies; handled sensitive data in line with GDPR; supported other departments with internal communications.

Provided exceptional customer service, assisted customers in finding the right footwear, opened and closed the store as a key-holder, managed cash transactions, maintained store cleanliness, restocked shelves, supported marketing initiatives and promotional events to drive sales and customer engagement.