Senior Claims Specialist

Kiwi.com

2022-04 – 2026-02

• Investigated and processed customer refund requests.
• Handled credit reversals and payment checks.
• Responded to customer emails and PayPal enquiries.
• Investigated booking and payment issues.
• Uploaded partner invoice and refund reports.
• Disputed chargebacks and pre-arbitrations.
• Manually processed failed and verified refunds.
• Supported special projects and assigned tasks.

Customer Care Representative

AT&T

2020-11 – 2022-02

• Supported customers with internet, phone, TV, and email services.
• Assisted with equipment setup and configuration.
• Troubleshot IP passthrough, port, firewall, and Wi-Fi connectivity issues.
• Reset email passwords and synchronised systems.
• Added and removed products from customer accounts.
• Used CRM, CAP, ECO Manager, and BBIBA systems.
• Provided floor support to agents.
• Supported and trained new starters.

Telecoms Analyst / Lead Analyst

• Provided Tier 2 helpdesk support and first-line support for telecoms teams.
• Programmed Ericsson telephone and Octel voicemail systems.
• Managed office relocation projects.
• Collected data and programmed new Ericsson systems.
• Supported installations at Crown Prosecution Service offices across England and Wales.

Telecoms Engineer / Technical Coordinator / MD110 Programmer

• Monitored customer telecom systems and prepared reports.
• Advised on system changes and upgrades.
• Supported programmers and on-site engineers.
• Programmed Ericsson telephone systems for Metropolitan Police headquarters.
• Managed voicemail systems across Metropolitan Police sites.
• Coordinated telecom projects for headquarters offices.
• Installed telecom equipment at Police, BBC, CPS, and NHS sites.
• Installed and programmed Ericsson telephone systems and Octel voicemail.
• Managed major cabling projects on site.
• Installed voice and data networks using coax, twin-ax, IBM Type 1, Cat5, Cat5e, Cat6, 1308, and multicore voice cable.
• Operated Racal voice recording systems.
• Performed equipment moves, changes, patching, and fault rectification.
• Installed phones, PCs, and servers.