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Diallo Noonan - Customer Service Advisor - UK

Nene Diallo Noonan



Customer Service Advisor

Work History

Infront Innovation

From August 2011

Subsidence Claims Handler

Taking enquiries from customers and also providing help and advice to customers using the company's services, aiming to build long-term relationship with customer.
Duties & Responsibilities
* Process subsidence claims from notifications to repair, assess claims up to the value of £100k
* Liaising with engineers/contractors to conduct investigations on site to assess extent of damage / movement
* Coordinate with builders to monitor & assess the repairs works.
* Convey with policyholders, insurers and builders about amendments to claims and payments
* Liaise with local authorities and third parties as part of the mitigation process.
* Monitoring the progress of the claim to ensure deadlines are met
* Ensuring the customer is treated fairly and that the customer received excellent service in accordance with the industry and company guidelines
* Adhering to legal requirements, industry regulations
* Customer Relationship Management (CRM) system - Infront Innovation use bespoke applications to manage their client details (mySubs & iSubs)

Customer Service Advisor

Barclays Bank

July 2010 - July 2011

• Case manage account closures for the deceased and other death registration matters
• Compliant handling
• Process payment and release funds to deceased executors or next of kin.
• Handle inbound queries from customers and process their requests to provide an effective service to them.
• Customer Relationship Management (CRM) system -Gateway

Tele Underwriter

AXA Life

March 2010 - July 2010

• Arranging and conducting tele-underwriting interviews with clients
• Collating comprehensive medical history from the clients, with a sensitive and professional manner due to the nature of the business and confidentiality

Cooperative Insurance

April 2008 - January 2010

Motor Claims Handler

• Processing both personal and commercial vehicle claims
• Processing claims on behalf of the insured the party
• Investigating incidents to establish liability
• Negotiating settlement with 3rd parties also involved in the claim
• Keep clients informed on the progress of the claim, ensuring customer satisfaction
• Processing payments of up to £10k
• Customer Relationship Management (CRM) system -SAP and Mainframe

Budget Group of Companies

Customer Services / Sales Advisor

February 2006 - April 2008

• Delivering a high level of customer service at all times
• Dealing with insurance policy renewals and setting up new business quotations.
• Cross selling additional products (Legal Cover, breakdown cover and Personal accident cover) to policyholders during midterm adjustments
• Identifying customer needs and new business opportunity
• Providing information on products & services
• Professional and articulate telephone manner
• Ability to resolve customer queries

Capita -EMA

July 2005 - December 2005

Customer Services

• Providing information on products & services
• Handling customer enquiries over the phone & issuing advice on suitable services
• Ability to work independently, manage own workload, work towards deadlines and work effectively as part of a team - communicate effectively and demonstrate customer focus
• Ability to remain calm under pressure and problem-solve accordingly

Employment/Housing projects assistant


June 2004 - December 2004

• Helping refugees and asylum seekers source employment.
• Applying for local state agencies or council houses to accommodate clients.
• Assisting asylum seekers in completing job applications.
• Informing clients about the result of their housing benefit and job applications.

Additional Information
• Studying for my CII Certificate
• Fluent in French
• Window Driven Packages - Word, Excel, PowerPoint, Access, Outlook
• General interests: Dancing, Exercising, Cinema, Music & Reading

Qualifications & Certifications

Business Management

Coventry University

Victor Hugo College

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