Experience

JN Bank UK

• United Kingdom
• Banking
• 1 - 100 Employee

• Quality Assurance Officer

  • May 2022 - Present



Oakam Ltd

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Senior Customer champion team leader

  • Dec 2019 - May 2022

  - Reviewed various vulnerabilities, looking at individual circumstances and case studies to help identify the action the team should take. - Point of contact for vulnerable customer call backs for any escalated customer queries. - Reviewed supporting documents sent in by vulnerable customers to support with decision making on how to better support the customer with account/payment management options. - Provided leadership by setting a positive example and develop, coach, mentor, communicate and conduct on-going training of junior team leaders. - Develop coaching plans for junior team leaders and under-performers to help improve their performance and ensure 1-2-1s, and all relevant staff performance management procedures are adhered. - Supported management with remote onboarding of new employees through work shadowing, evaluated and redrafted training materials to ensure smooth onboarding of new employees. - Led team of 12 in contributing towards daily collections/ lending targets according to the current risk appetite of the company by underwriting personal loan products according to current underwriting policies and the regulations set by the Financial Conduct Authority maintaining ethical lending practices and loan quality. - Monitored department KPIs to ensure that we’re on track to meet our targets and SLAs and reported findings to senior management - Engaged, coached and motivated the team to offer the highest levels of customer service to all our customers, ensuring a smooth end to end customer journey and putting the customer first. - Worked collaboratively with other core business functions to provide feedback from our customers on how to improve our product - Developed coaching plans for under-performers to help improve their customer and commercial performance - Collaborated with other business areas to be informed of any upcoming changes and create training material to keep everyone in operations up to date



WED2B

• United Kingdom
• Retail
• 100 - 200 Employee

• Store Manager

  • Oct 2018 - Dec 2019

  - Led a team of 20 to meet the corporate objectives of Wed2b, supporting team members in delivering customer service and meeting sales KPIs. - Dealing with health and safety matters and ensuring the store is compliant with health and safety regulations, ensuring staff members were aware of policies. - Carried out staff recruitment and the onboarding of employees, ensuring they were equipped to complete their jobs. - Completed performance management reviews according to company policy which included staff coaching and development, probation management, grievance and disciplinary procedures - Offered exceptional service to customer, building relationships to generate repeat business. Resolved customer complaints within specified SLAs. - Other responsibilities included: managing weekly stock audits, planned budgets, annual inventory stocktakes, profit and loss management, resolving customer complaints and dealing with customer queries.



SWAROVSKI

• Switzerland
• Retail Luxury Goods and Jewelry
• 700 & Above Employee

• Retail Store Manager

  • Mar 2009 - Mar 2018

  - Led a team of 20/32 to meet the corporate objectives of the company, supporting team members in delivering customer service and meeting sales KPIs. - Dealing with health and safety matters and ensuring the store is compliant with health and safety regulations, ensuring staff members were aware of policies. - Carried out staff recruitment and the onboarding of employees, ensuring they were equipped to complete their jobs. - Completed performance management reviews according to company policy which included staff coaching and development, probation management, grievance and disciplinary procedures - Offered exceptional service to customer, building relationships to generate repeat business. Resolved customer complaints within specified SLAs. - Other responsibilities included: managing weekly stock audits, planned budgets, annual inventory stocktakes, profit and loss management, resolving customer complaints and dealing with customer queries. - Achievements: Promoted from Assistant Manager to Store Manager within 12 months, increased profits through effective sales training and troubleshooting profit loss areas.



Tm lewin

• Assistant Manager

  • Sep 2006 - Mar 2009



Mamas & Papas

• Retail
• 400 - 500 Employee

• Assistant Manager

  • Apr 2004 - Sep 2006