Experience

Delta Capita

• United Kingdom
• Financial Services
• 700 & Above Employee

• Senior Consultant

  • Jul 2021 - Present

  Working as a project manager for a large insurance company. They have been through a merger with another company and I am currently assisting with pre conversion and post conversion of warranty and backlog items to their new system. Focused on testing, including reviewing System Test Plans and UAT plans. Followed by testing coordination/reporting as the programme timeline progresses. Additional tasks to support the other PM and PMO to ensure project milestones are tracked and updated. Working as a project manager for a large insurance company. They have been through a merger with another company and I am currently assisting with pre conversion and post conversion of warranty and backlog items to their new system. Focused on testing, including reviewing System Test Plans and UAT plans. Followed by testing coordination/reporting as the programme timeline progresses. Additional tasks to support the other PM and PMO to ensure project milestones are tracked and updated.



Right Choice Insurance Brokers Ltd.

• Insurance

• Complaints handler

  • Nov 2020 - May 2021

  • A short-term contract working remotely handling a large backlog of motor insurance complaints. • Investigating the complaint before composing a response to the complaint. • Providing feedback to senior management to assist with the company’s complaint handling in the future. • Liaising with colleagues at all levels to resolve complaints and rectify issues or errors which have occurred. • A short-term contract working remotely handling a large backlog of motor insurance complaints. • Investigating the complaint before composing a response to the complaint. • Providing feedback to senior management to assist with the company’s complaint handling in the future. • Liaising with colleagues at all levels to resolve complaints and rectify issues or errors which have occurred.



Ladbrokes Coral

• United Kingdom
• Gambling Facilities and Casinos
• 700 & Above Employee

• Retail compliance and complaints executive

  • Nov 2019 - Nov 2020

  • Working with the head of AML and retail player protection covering all aspects across the spectrum of AML, Safer Gambling and Compliance in of gambling across 24 brands such as Ladbrokes, Coral and Party Poker. • Taking the lead on handling compliance complaints and queries. Taking the lead and investigating any escalated complaints or queries, liaising across different departments in order to respond in a timely manner.• Defining and optimising the department’s response to complaints and queries, to ensure that it is streamlined, compliant and fit for purpose.• Receiving incoming complaint/queries and thoroughly investigating the customer’s history across Retail and Digital platforms to ensure all facts are known and creating case reports and summaries.• Using the findings from the investigations to provide input to the Retail Compliance team to address any process issues and highlight areas where improvements can be made.• Undertaking additional tasks to assist the AML and compliance team including assisting in the outputs of internal governance meetings, compiling regular internal reports, conducting Quality Assurance checks on the output of Safer Gambling & AML cases.



Financial Ombudsman Service

• United Kingdom
• Financial Services
• 700 & Above Employee

• Claims Adjudicator

  • Jun 2018 - Sep 2019

  • Hired on a fixed term contract. Handling cases relating to motor, buildings and contents complaints which are unable to be resolved between a consumer and business. Deciding what in my opinion is a fair and impartial outcome and implementing this, delivering this verbally and in writing to both the consumer and business. • Speaking with both consumers and businesses at various stages. Listening to the consumer to get a clear picture of what the complaint is about as well as liaising with the insurance companies to obtain the required documentation to paint a clear picture of what happened. • Getting to grips with different types of policies, as the complaints received could be about any business and so referring to the individual terms and conditions to help decide the outcome of the case. • Managing my own workload to keep a balance of taking new cases while dealing with my own allocation. Consistently hitting target based on a points system, with the option of over production, whilst maintaining the highest quality checked by the QA department and compliance teams. • The ability to make definitive decisions and to pass this on to ensure a clear understanding of the reasons for the decision and to reach a fair and reasonable outcome. • Working with a wide variety of different policy wordings across every aspect of motor insurance. The ability to quickly identify the issue and how to resolve the complaint. • Responsible for own administration of files, monitoring received emails/letters and keeping cases updated with progress for reporting



Vantage Credit

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Team Lead

  • Feb 2018 - May 2018

  • Responsible for overseeing the day-to-day operations of the team, working with a team of 9 people on a KYC project for a company dealing in Cryptocurrency validating 30,000 customers. • Attending daily meetings to identify targets, areas of improvement and to maximise team performance. • Determined the duties and responsibilities of individuals in a team.• Analysed the individual performance of each team member and motivated them to perform even better.• Distributing the workload evenly amongst staff, making sure all tasks given to staff are done on time and to the required standard.• Tracking team attendance and hours worked to assist operations. • Quality checking completed cases to ensure accuracy and giving feedback for amendments.



Huntswood

• United Kingdom
• Financial Services
• 700 & Above Employee

• Insurance Specialist

  • Jan 2015 - Feb 2018

  • Contracted through Huntswood working on projects for two large financial companies dealing with mis-sold PPI. Supporting different parts of the projects wherever assistance is required• Dealing with complaints by analyzing the scope of the complaint with the associated paperwork, then gathering the required data from a number of systems in order for the complaint to progress to the next stage.• Administrative tasks such as logging new claim forms and data entry on to the in-house systems. Also generating customer letters, whilst checking these for any errors and amending where necessary. Wider admin duties such as maintaining and filing case paperwork. • Working alongside colleagues from other parts of the business to achieve goals• Managing my own workload of an allocation of cases and delivering these against timescales.• Working in a target driven environment achieving set target with at least 95% accuracy • Adhering to the strict service standards specified by third party clients• Working against targets with very high quality review standards achieving monthly target of 95%.



AXA

• Italy
• Glass, Ceramics and Concrete Manufacturing
• 1 - 100 Employee

• Insurance Advisor

  • Mar 2014 - Oct 2014

  • Employed through Groveland’s agency as an experienced claims advisor, ready to start working after 2 days system training• Taking calls from customers processing new and existing insurance claims, working under no supervision in a small group of other experienced advisors • Handling customer complaints and following the correct process to resolve these• Processing claims paperwork to a high standard and working these towards payment• Having a target of 95% for call quality reviews and regularly achieving 100%• Working on a self driven team achieving the highest stats in the office i.e number of calls taken, claims worked etc



RBS

• Russian Federation
• Business Consulting and Services
• 1 - 100 Employee

• Claims Specialist

  • May 2008 - Nov 2013

  • Taking incoming calls from customers with existing travel insurance policies, dealing with their queries and setting up claims• Assessing travel insurance claims to within agreed service delivery and quality standards• Communicating well with team members, being a referral point for my colleagues with queries relating to individual claims, policy wording and complaints• Handling any complaints that may arise to resolve the issue and ensure customer satisfaction, also liaising with the underwriting and FOS departments to get definitive decisions on claims• Communicating in a clear and consistent way towards customers both verbally and in writing• Adhering to the strict service standards specified by third party clients• Maintaining high productivity and excellent error rating to within a 95% accuracy level• Assisting the admin department with duties such as locating files, logging spreadsheets on Word and Excel, general filing duties such as storing files while maintaining a tidy working area