Experience

Tarporley High School and Sixth Form College
• Primary and Secondary Education
• 1 - 100 Employee
• Teacher of French and German (maternity cover)

  • Oct 2018 - Present

Education
• Online Audio and Video Media
• Looking for new opportunities

  • Sep 2018 - Oct 2018

UPTON HALL SCHOOL FCJ
• United Kingdom
• Hospitality
• 1 - 100 Employee
• Teacher of French

  • Mar 2017 - Aug 2018

University of Chester
• United Kingdom
• Higher Education
• 700 & Above Employee
• Lecturer French

  • Sep 2016 - Jun 2017

Coleg Cambria
• United Kingdom
• Education
• 700 & Above Employee
• Lecturer French

  • Aug 2016 - Feb 2017
• MFL Teacher

  • Jan 2016 - Feb 2017

  French and German teacher French and German teacher

• Associate Teacher

  • Sep 2014 - Jul 2015

  Training to become a teacher in Modern Foreign Languages Training to become a teacher in Modern Foreign Languages



Bank of America

• United States
• Banking
• 700 & Above Employee

• VP, Customer Service Operations Business Control Manager

  • Sep 2012 - Dec 2013

  *Led team of circa 30 associates, including 3 team managers, to drive a robust control/monitoring and quality framework for a diverse call centre environment of 600+ associates*Successfully enhanced quality monitoring routines to cover multiple customer communication channels across in-house, offshore and Vendor teams*Managed Expense Management and Reporting Analysts*Implemented performance monitoring and capacity planning/forecasting tools*Ensured process controls, including self-audit programmes and quality reviews are correctly designed & both effective and efficient, including monthly dashboard reporting and regular reviews of controls for adequacy in light of risk and regulatory requirements- key driver of process reengineering project*Driven improvements to the customer journey and identified enhancements to existing processes & routines *Driven focus on identification, escalation and resolution of issues*Supported independent Compliance testing and management of Audit Exams Show less

• VP, Contact Centre Policy, Process and Business Continuity Manager

  • Mar 2010 - Sep 2012

  *Led all aspects of Control and management of audits & Compliance adherence across the Sales and Service Division for both UK and Ireland portfolios, * Created and implemented policies, process maps and control plans, performing risk analysis, completing FMEA documentation and development of dashboard reporting for key controls*Ensured all impacting regulations adhered to including OFT, DPA, FCA, TCF, OCC, CCD, PSD & Ireland Banking code guidelines*Responsible for mandatory Compliance training for the division, ensuring 100% completion and pass rates*Departmental contact for the investigation and monitoring of Customer complaints including management of issues, customer impact assessments and trend analysis*Managed all Risk Compliance and impact analysis of all regulatory changes to the UK and Ireland Contact Centres*Owner of Contact Centre Business Continuity Plan / Disaster Recovery including creation of contingency plans, calling chains and liaison with technology requirements, including recovery and pandemic exercises, across UK & Ireland*Project Management of all potential audit and control issues utilising milestone planning and tracking methodology *Support provided to independent Compliance testing and Key Risk Indicator work for Contact Centre Division Show less

• Customer Satisfaction Compliance, Correspondence and Administration Senior Team Manager

  • Feb 2008 - Mar 2010

  *Ensured all customer queries were handled efficiently and effectively*Implemented on-line service channels & development of reporting tools *Managed in-house centralised listening team (CLU) ensuring all revenue sales fell within TCF and FCA framework and that all impacting regulations were adhered to. Performed weekly associate quality checks, through remote listening and sample review of work*Managed the performance of a team of circa 20, including 2 team managers ensuring in line with business goals*Chair of departmental control forums with divisional responsibility for all policies, ensuring compliance with process and regulatory requirements*Developed systems to enhance the Bank’s ability to meet prescribed Show less

• Customer Satisfaction Compliance Manager

  • Jan 2005 - Feb 2008

  *Managing control team of 4 people in line with business goals to ensure daily and monthly controls checks are completed and control and audit issues identified and resolved *Developed self-audit routines to manage regulatory, business and customer risks

• Customer Satisfaction Compliance Team Leader

  • Jan 2001 - Jan 2005

  *Supported the day-to-day efforts of the control team to ensure daily and monthly controls checks are completed in line with the departmental self-audit schedule*Performed weekly quality checks, through remote listening, work reviews and coaching sessions*Ensured compliance with all bank policies, procedures and regulations

• Customer Satisfaction Revenue Co-Ordinator

  • Mar 1999 - Jan 2001

  *Ensured all contact centre associates were fully briefed and educated to deal with marketing related calls*Drove high performance culture through organisation of competitions to drive increase revenue performance in order to exceed targets

• Customer Satifaction Team Manager

  • Apr 1998 - Mar 1999

  *Managed team of circa 40 people and 2 team leaders in line with business goals and service standards, including performance management and enhancing Customer Satisfaction*Complete Manager Calls, to resolve all Customer issues to their satisfaction

• Senior Loans Analyst

  • Oct 1996 - Apr 1998

  *Led team of circa 10 Associates dealing with review and approval of customer loan applications

• Senior Credit Analyst

  • May 1995 - Oct 1996

  *Led team of circa 10 Associates dealing with review and approval of customer credit card applications

• Credit Analyst

  • Jul 1994 - May 1995

  *Review and decisioning of Customer credit card applications