Experience

Security Watchdog, Part of Capita Plc

• Team Leader

  • Aug 2016 - Present

  manage a select portfolio of client’s accounts, by providing a high level of service delivery in pre-employment screening, as well as building positive lasting client relations. As the main point of contact for my clients, I am required to deliver service excellence, continuous improvement and expert advice on different cases. I also manage a team of pre-employment screening executives to ensure they reach monthly and weekly targets as well as providing on-going support and both positive and constructive feedback. I also organise and carry out team and one-to-one meetings, to ensure motivation is maintained, enabling my team to work to the best of their ability.

• Senior Screening Specialist

  • Oct 2015 - Aug 2016

  Assisting the Team Leader in ensuring that the day-to-day operation of a business area runs smoothly. Responsible for working with teams in ensuring that effective methods of screening are followed so that the operation runs to its maximum daily productivity.Ensure team members reach all required weekly/monthly targets To be main point of contact for all screening queries. To inform Team Leader where escalation required.Take ownership of all over SLA files and actively work with the client to close these files Ensure all files are kept within a timeframe of 48-72 hour chasing by dip sampling team member’swork. To support the Team Leader in managing/motivating and developing the team to ensure maximum output.



Capita

• Canada
• Financial Services
• 1 - 100 Employee

• Administrator

  • Dec 2013 - Present

  Handling and processing data supplied by the customer, expert and/or provider ensuring the data is accurately input and complete.Keeping case notes up to date, concise and relevant to ensure colleagues can interpret correctly and actions are clear.Making outbound calling, chasing medical providers for medical records.Keep up to date with business knowledge to ensure clients receive the best possible service and support when necessary.Gain understanding through effective questioning and listening to reduce unnecessary levels of communication.Achieve targets for quality and utilisation including Service Standards on an individual and team basis.Understand and apply the Data Protection Act and take appropriate precautions in respect of information security and compliance requirements.Operating within own area of accountability, proactively escalating critical points that may affect a case and act upon them in a timely manner to resolve.