Experience

Imago Techmedia
• United Kingdom
• Events Services
• 1 - 100 Employee
• Senior Customer Service Manager

  • Jul 2011 - Present


Barclays Bank PLC

• Banking
• 1 - 100 Employee

• Process Expert/Team Leader

  • Jan 2001 - Nov 2010

  Payment Services London Responsible for day to day running of a team of 10 resolving queries/complaints. Analysed existing work practices, both system and procedural. Identified and implemented areas for improvement Delivered training to a team of up to 30. Controlled workflow and produced management reports on individual teams and on the Centre's performance. Maintained customer primacy at all times. Resolved customer complaints ahead of schedule. Delivered… Show more Payment Services London Responsible for day to day running of a team of 10 resolving queries/complaints. Analysed existing work practices, both system and procedural. Identified and implemented areas for improvement Delivered training to a team of up to 30. Controlled workflow and produced management reports on individual teams and on the Centre's performance. Maintained customer primacy at all times. Resolved customer complaints ahead of schedule. Delivered productivity improvements through continuous growth of all areas of the team. Assisted in the preparation for and management of Group Internal Audit and achieved a satisfactory rating at all times. Worked with Senior Change Manager to establish End to End process change Provided ongoing feedback and coaching to individuals on a daily basis to raise their performance and or productivity Performed quality control checks to ensure our payments and associated notes were of the required standard.

• Banking Professional

  • 1984 - 2010

• International Services Assistant

  • Jan 1990 - Jan 1998

  Efficiently handled complex Retail and Small Business International work. Documented trends in International Fraud attempts, which led to new procedures being introduced throughout London to reduce losses. Earned a reward for this information. Undertook the management of the team in light of long term sickness within the team. Restructured processes and procedures to improve workflow and customer service. Professional Training Managing Performance and Behaviour at work… Show more Efficiently handled complex Retail and Small Business International work. Documented trends in International Fraud attempts, which led to new procedures being introduced throughout London to reduce losses. Earned a reward for this information. Undertook the management of the team in light of long term sickness within the team. Restructured processes and procedures to improve workflow and customer service. Professional Training Managing Performance and Behaviour at work Performance Development Big Step Leadership Sanctions Diversity and Inclusion Anti Money Laundering



International Banking

• United Kingdom
• Banking
• 1 - 100 Employee

• Deputy Team Leader

  • Jan 1998 - Jan 2001

  Delivered high levels of customer service to Retail, Premier and Small Business Customers. Experienced in compliance and regulatory issues. Proactively assisted in the merging of several International Branches into one unit.