Experience

Lenvi

• Software Development
• 100 - 200 Employee

• New project SME/ test and learn

  • Jul 2022 - Present

  Testing of new process and system and project set up and go live EQ Credit Services, EQ Riskfactor and EQ KYC Solutions are now Lenvi, the fintech specialising in B2B consumer and commercial lending software and solutions. Testing of new process and system and project set up and go live EQ Credit Services, EQ Riskfactor and EQ KYC Solutions are now Lenvi, the fintech specialising in B2B consumer and commercial lending software and solutions.



HSBC

• United Kingdom
• Financial Services
• 700 & Above Employee

• Hsbc / Huntswood case handler complaints

  • Jan 2022 - Apr 2022

  Short term contract Short term contract



Select Fashion

• United Kingdom
• Retail
• 200 - 300 Employee

• Keyholder

  • Sep 2021 - Jan 2022



MotoNovo Finance

• Motor Vehicle Manufacturing
• 400 - 500 Employee

• Ecomms Collections Agent

  • Feb 2021 - Jul 2021

  • Dealing with inbound calls in regards to customers agreements - Having challenging and difficult conversations with customers in financial difficulty both by email and telephone to assess affordability • Adhering to all regulatory policies to ensure customers are treated fairly • Proactive problem solving through intense questioning and investigation • Setting up manageable payment plans and taking payments • Accurately noting accounts and communicating with multiple departments to ensure correct actions have been taken leading to a fair outcome for customer • Dealing with incoming emails and text chat • Outbound calls • Speaking with customers and being able to identify vulnerability and having empathic conversations signposting to correct advice services and contacting with specialist care teams Show less



Lloyds Banking Group

• United Kingdom
• Financial Services
• 700 & Above Employee

• Complaints Case Handler

  • Oct 2018 - Jan 2021

  Complaints case handler • Adapting rapidly to changing business requirements by working across multiple departments and changing work streams at short notice • SME role for my team – helping case handlers with queries relating to complaints received in the bank , helping stream line process and provide support to the team leader. - Working as a Subject Matter Expert (SME) I supported several teams with escalations and queries to assist management • Providing support and feedback to the project management team to help stream line processes and improve efficiency • Redress case handler - calculator building to establish amount of complaint refunds. • Final response letter editing and sending. Recent upskilling in Deceased case redress process • Building complex calculators with accuracy to determine redress sums due. • Editing and sending final response letters • Complaint logging – Data handling and system searches. Making sure all complaints are logged correctly and the correct information sent to customers and/or the correct claims management making sure all complaints are logged with 5 working days of the service level agreement. General admin duties. - Logging complaints within SLA guidelines by interrogating multiple systems ensuring the correct information is logged and upholding GDPR principles • QA duties - Checks carried out on the team on complaints logged and proving constructive feedback to help maintain productivity and quality of the team. Checking case handler complaint records to protect to business to any potential FCA or GDPR breaches and providing constructive feedback and coaching Show less



118 118 Money

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Senior Collections Specialist

  • Jul 2016 - Jul 2018

  Overseeing the team in manager’s absence and during weekends and late shifts • Coaching and feedback on a daily basis to the team and working with them to achieve their goals. • System management. I would update our systems to make sure accounts were in the correct category to be worked by agents. • Time/Task management of my team, such as breaks rota and task deployment. • Taking on escalations from agents if a customer is requesting to speak with a manager. • Supervising the Text Chat which is similar to Webchat and making sure all customers are responded to within service level agreement • Dealing with financial tasks such as customer refunds, Indemnity’s, charge backs and any other queries that come from our finance team. • Was a part of starting a new Litigation process and responsible for old and new litigation case management, also responsible for processing claims on MCOL website. • Top performer award for the older litigation case management. • Phone work Inbound and outbound collections calls and the corresponding requirements such as setting repayment plans, promise to pays, carrying out income and expenditures, dealing with and identifying vulnerability and following the proper procedure, and good communication with these customers. Show less



Store Twenty One

• Retail
• 100 - 200 Employee

• Temporary Sales Assitant

  • May 2016 - Jul 2016

  customer service, tills, merchandising(store closure), house keeping. Store closing down tasks carried out customer service, tills, merchandising(store closure), house keeping. Store closing down tasks carried out



Provident Financial Group (PFG)

• United Kingdom
• Financial Services
• 500 - 600 Employee

• Sales And collection agent

  • Feb 2013 - Apr 2016

  sales agent and customer service. face to face customer service, cash handling weekly banking and paper work tailored to individual needs sales agent and customer service. face to face customer service, cash handling weekly banking and paper work tailored to individual needs



Store Twenty One

• Retail
• 100 - 200 Employee

• Sales assitant

  • Oct 2007 - Jan 2013

  weekend supervisor and mangers day off cover. customer service, till use, cash handling, daily/weekly paper work, banking, store opening and closing, staff deployment, house keeping, merchandising weekend supervisor and mangers day off cover. customer service, till use, cash handling, daily/weekly paper work, banking, store opening and closing, staff deployment, house keeping, merchandising



Store Twenty One

• Retail
• 100 - 200 Employee

• Saturday sales assistant

  • Nov 2004 - Feb 2007

  Tills, customer service, merchandising, stock inventory and house keeping Tills, customer service, merchandising, stock inventory and house keeping