Continuous Improvement Manager

• Nov 2019 - Present

Team Leader - Personal Insurances Department

• Oct 2017 - Oct 2019

- Manage the team during the absence of my manager- Deal with and resolve debt cases - Handle and rectify complaints - Conducting appraisals & audits and giving constructive feedback through one to ones- Keep up to date with insurer and company changes and inform the team where necessary- In Nov 2018 I also took on the role of trainer in the Personal Lines team - I have trained new starters on Personal Insurances and the systems we use- Develop & maintain training materials in line with regulatory and business requirements - Providing support & coaching to brokers Show less

Senior Personal Insurance Broker

• Jan 2017 - Oct 2017

- Overseeing the team to ensure clients’ needs are met to the company’s standards- Liaising with insurers on more complicated referrals - Ensure all renewal procedures were carried out in good time and to the GFSCs standards- Worked closely with the Personal Lines manager to make sure the team were working to their best potential and offer guidance/ further training where needed

Personal Insurance Broker

• May 2015 - Jan 2017

- Provided professional customer service and advice to clients - Handled claims on behalf of clients, corresponding between the insurer to help progress and resolve claims- Provide quotations, adjustments and handle renewals relating to all classes of Personal Lines Insurance; motor, household, motorcycle & travel- Process & check documentation in connection to personal lines business

Scanning Administrator

• Apr 2014 - May 2015

I was part of a file retention remediation project. My role involved using my own initiative while reviewing files and compiling the required documents for scanning on to the system for future reference. I was part of a file retention remediation project. My role involved using my own initiative while reviewing files and compiling the required documents for scanning on to the system for future reference.

Customer Assistant

• Feb 2010 - Apr 2014

I dealt closely with customers on the shop floor and on the checkouts to provide a quality customer service. I was trusted to work and deal with cash and card transactions daily. I dealt closely with customers on the shop floor and on the checkouts to provide a quality customer service. I was trusted to work and deal with cash and card transactions daily.

General Assistant

• Oct 2008 - Jan 2010

Dealt with customer queries and learnt to calmly solve any difficult situations when it came to customer complaints. I also constantly handled money and worked under pressure during the busy seasons. Dealt with customer queries and learnt to calmly solve any difficult situations when it came to customer complaints. I also constantly handled money and worked under pressure during the busy seasons.