Grace Hamilton

Background

About Grace Hamilton

When solving problems, dig at the roots instead of just hacking at the leaves,”- Anthony J. D’Angelo First and foremost, I love digging into problems and solving them using analytical thinking and an open-mind. To achieve this, I first consider the root cause of the issue, identify any limitations, consider different solutions and determine which one is the best by taking into account the needs of the customers/company. In my current job, problem solving is a key part of performing my role and responsibilities. As a Customer Service Fraud Representative at RBS, it is essentially to investigate the issues that customers call about and determining the best outcome so the customer has a smooth and pleasant journey. This requires identifying the problem, how long the issue has gone on for, how was the problem arose and any external factors that could contribute to the fraud taking place. This role requires both individual and team working skills by handling calls by myself and working as a unit to identify trends and other potential risks to customers and the company. My previous employment has been primarily customer service facing roles, helping me expand my knowledge as well as my listening skills. At my previous job, we were just a small team of 4 so communication was essentially and our group nights out, enabled us to get along and become friends as well as support each other and communicate more effectively. Due to my ability to be flexible with working hours and since I’m undertaking a degree in Accountancy my boss entrusted me with more responsibilities by doing the weekly figures and targets as well as answering emails from head office. My achievements and interest outside work have contributed to my desire to give 100% at whatever I do. I’ve played curling for as long as I can remember with the highlight being when I was given the honour of being my school’s curling team captain, competing in various competitions, coming in 1st place in 3 and eventually leading my team to the Scottish schools quarter-finals. The standards of the etiquette and sportsmanship always spoke to me and motivated us to work our hardest will still having fun. Alongside playing curling, I have a deep passion for water sports including swimming, water-skiing and scuba diving with my mum always saying that I was her “water bug.” And in my final year of high school I got the opportunity to help teach P3’s how to swim which in itself was incredibly rewarding.