Experience

ACORN INSURANCE AND FINANCIAL SERVICES LIMITED

• United Kingdom
• Insurance
• 300 - 400 Employee

• Taxi Operations Manager

  • Feb 2022 - Present



Pure Business Group

• United Kingdom
• Legal Services
• 1 - 100 Employee

• Head Of Operations

  • Jan 2020 - Nov 2021

  Overseeing the new client onboarding department (multi-site) dealing with a wide range of new client claims (Mortage misselling, Undisclosed Commissions. Housing Disrepair and Data Breach) Handling pre litigated cases from the initial enquiry and validation to legal. Managing introducer relationships ensuringopportunities are maximised for greater conversions Overseeing the new client onboarding department (multi-site) dealing with a wide range of new client claims (Mortage misselling, Undisclosed Commissions. Housing Disrepair and Data Breach) Handling pre litigated cases from the initial enquiry and validation to legal. Managing introducer relationships ensuringopportunities are maximised for greater conversions



Slater and Gordon Lawyers (UK)

• United Kingdom
• Law Practice
• 700 & Above Employee

• Business Support & OOH Operations Department Manager

  • Aug 2008 - Jan 2020

  Managing the Business Support and OOH operational department, leading by example ensuring service delivery is to a high standard and that the SLA’s of internal clients are achieved. Motivating and encouraging excellent team working whilst ensuring department and corporate objectives are met.Managing the department to ensure all SLA’s are achieved with accuracy in respect of claims, telephony and case handling whilst providing an efficient and high quality service to internal and external customers.



Ai Claim Solutions / Quindell Legal Services

• FRU / FNOL Manager

  • Aug 2008 - Mar 2014

  Leading a team of 12, working within the Credit Hire, Credit Repair Car insurance market offering First notification of loss (FNOL) services to Non-fault and Fault claimants of road traffic accidents. Working with tight KPI’s ensuring productivity is maximised at all times and the customer journey is not jeopardised through the claim process. Producing performance data to CCM and recommendations to process improvements. Leading a team of 12, working within the Credit Hire, Credit Repair Car insurance market offering First notification of loss (FNOL) services to Non-fault and Fault claimants of road traffic accidents. Working with tight KPI’s ensuring productivity is maximised at all times and the customer journey is not jeopardised through the claim process. Producing performance data to CCM and recommendations to process improvements.



Carphone Warehouse

• Computer and Network Security
• 1 - 100 Employee

• Senior Advisor / Coach

  • Feb 2006 - Aug 2008

  Car Phone Warehouse – Warrington / Preston Senior advisor within a large contact centre, working closely with Team managers and CCM. Conducting TNA feeding back any area of concerns. Moving between centres during implementation of new mobile network services. • Produced new training material assisting with key aspects of working day• Assisted during implementation of new Dpt in Preston office• Maintained high level performance achieving SLA consistently