Experience

Parliamentary and Health Service Ombudsman

• United Kingdom
• Government Administration
• 200 - 300 Employee

• • Nov 2022 - Present

• • Oct 2021 - Nov 2022



General Medical Council

• United Kingdom
• Non-profit Organizations
• 700 & Above Employee

• • Oct 2020 - Oct 2021

• • Sep 2019 - Oct 2020

• • May 2019 - Aug 2019

  May 2019 - August 2019: Investigations Assistant within the Health Assessment Team arranged using regulated processes

• • Sep 2018 - May 2019

  September 2018 - May 2019 Investigations Assistant: Assisting with the day to day running of Investigations within both Regional & Communications departments.



Rathbones Charity Investment Management

• United Kingdom
• Investment Management
• 1 - 100 Employee

• FQ/AML/Fees Administrator (Adhoc)

  • Mar 2018 - Sep 2018



ACCA

• United Kingdom
• Accounting
• 700 & Above Employee

• Business Relationship Executive

  • Dec 2017 - Mar 2018

  A fast paced varied role. As a Business Relations Executive I was responsible for three Global Markets within ACCA; Malaysia, European and American. I liaised with several Global Business Development Managers, and a number of clients (B2B and B2C), ensuring tasks were completed in a timely manner, and maintained business relationships. Tasks included invoicing using Oracle systems, chasing payments from businesses & universities, and creating codes/portals for clients. As well as this I was responsible for project managing throughout the team, as well as managing individuals on other teams; reporting back to senior management via meetings and/or over conference calls. Further to the above I had a direct input into process management improvements, creating process maps using Visio, as well as updating training material for new starters. I was also recognised by ACCA & Search Consultancy by being awarded ‘Employee of the Month January 2018’. Show less



Abellio Group

• United Kingdom
• Ground Passenger Transportation
• 300 - 400 Employee

• Complaints handler (3 month contract)

  • Sep 2017 - Nov 2017

  Assisting with a wide range of customer complaints under the ‘Abellio umbrella’; ScotRail & Greater Anglia Respectively. Seven week contract. Assisting with a wide range of customer complaints under the ‘Abellio umbrella’; ScotRail & Greater Anglia Respectively. Seven week contract.



Davies Talent Solutions

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Case Handler at Nationwide (3 month contract)

  • Dec 2016 - Mar 2017

  Investigating, and resolving, a wide range of general banking complaints from complex international money transfers errors, to overcharges on current accounts either rightly or wrongly. It is my job to carry out holistic reviews providing sound rationales for the eventual decision using the evidence available and, where possible, customer testimony. Investigating, and resolving, a wide range of general banking complaints from complex international money transfers errors, to overcharges on current accounts either rightly or wrongly. It is my job to carry out holistic reviews providing sound rationales for the eventual decision using the evidence available and, where possible, customer testimony.



Accenture

• Ireland
• Business Consulting and Services
• 700 & Above Employee

• Senior Case Handler - Investment and Protection (3 month contract)

  • Apr 2016 - Jun 2016

  This role involved working within a remediation department preparing case files for investment and protection products through data gathering via various internal databases. Once completed this was passed for onward submission to an accredited file reviewer. The file reviewer then uses this information to form a judgement on suitability assessment for either the investment or protection product sold to the customer. This role involved working within a remediation department preparing case files for investment and protection products through data gathering via various internal databases. Once completed this was passed for onward submission to an accredited file reviewer. The file reviewer then uses this information to form a judgement on suitability assessment for either the investment or protection product sold to the customer.



Momenta Group Limited

• Glasgow, United Kingdom

• Experienced Redress Case Handler

  • Oct 2015 - Mar 2016

  This role involved working within the redress department of a bank performing complex calculations. These calculations were the result of thorough investigations of complaints received by customers about mis-sold PPI against their loans, mortgages and credit cards. It was my responsibility to perform the calculations using the banks processes and guidance as set out by the Financial Conduct Authority. This role involved working within the redress department of a bank performing complex calculations. These calculations were the result of thorough investigations of complaints received by customers about mis-sold PPI against their loans, mortgages and credit cards. It was my responsibility to perform the calculations using the banks processes and guidance as set out by the Financial Conduct Authority.



Huntswood

• United Kingdom
• Financial Services
• 700 & Above Employee

• Customer Manager at British Gas

  • Nov 2014 - Jun 2015

  Investigating and resolving complaints for customer’s that purchased financially regulated products, such as Boiler Cover, or failed repairs under insurance cover. Accountable for the end-to-end journey of the complaint handling process, managing a personal workload and hitting daily targets. Investigating and resolving complaints for customer’s that purchased financially regulated products, such as Boiler Cover, or failed repairs under insurance cover. Accountable for the end-to-end journey of the complaint handling process, managing a personal workload and hitting daily targets.



General Medical Council

• United Kingdom
• Non-profit Organizations
• 700 & Above Employee

• Revalidation Advisor (On-going Temp Contract)

  • Apr 2014 - Oct 2014

  The Revalidation team at the General Medical Council undertake and support the revalidation of doctors licences on the UK Register. The on-going temporary role involved, but was not limited to: • Withdrawing Doctors licences following strict legal guidelines and processes using particular in-house systems; • Contacting medical organisations should an organisation fail to adhere to the regulations set by the Department of Health; • Classifying and allocating incoming work activities within the team mailbox; • Taking minutes at weekly team meetings; • Any other reasonable ad hoc duties as requested by the Line Manager. Show less



Capita

• United Kingdom
• IT Services and IT Consulting
• 700 & Above Employee

• Experienced Case Handler (Fixed Term Contract)

  • Sep 2013 - Feb 2014

  Managing, investigating, and resolving a personal caseload of complaints within the remediation department at the Royal Bank of Scotland. Complaints mainly concerned financial products, such as Credit Cards and Mortgages, that had Payment Protection Insurance potentially mis-sold at the point of sale. Managing, investigating, and resolving a personal caseload of complaints within the remediation department at the Royal Bank of Scotland. Complaints mainly concerned financial products, such as Credit Cards and Mortgages, that had Payment Protection Insurance potentially mis-sold at the point of sale.



Mercer

• United States
• Professional Services
• 700 & Above Employee

• Pensions Administrator

  • Jan 2013 - Jun 2013

  Providing pension services and delivering on key annual processes for a range of global clients and stakeholders; involving, but not limited to, performing complex calculations, inputting retirement data on various systems and communicating complex queries as required. Providing pension services and delivering on key annual processes for a range of global clients and stakeholders; involving, but not limited to, performing complex calculations, inputting retirement data on various systems and communicating complex queries as required.



Lloyds Banking Group

• United Kingdom
• Financial Services
• 700 & Above Employee

• PPI Complaints Handler (Rolling Contract)

  • Nov 2011 - Dec 2012

  Investigating, and resolving, complaints concerning mis-sold Payment Protection Insurance (PPI) on financial products, such as Credit Cards and Loans. Sending final response letters with the outcome of the investigation and providing customers of their right to complain to the Financial Ombudsman. Investigating, and resolving, complaints concerning mis-sold Payment Protection Insurance (PPI) on financial products, such as Credit Cards and Loans. Sending final response letters with the outcome of the investigation and providing customers of their right to complain to the Financial Ombudsman.