Experience

Bridgeway Consulting Ltd

• United Kingdom
• Construction
• 100 - 200 Employee

• Possession Suport

  • Sep 2022 - Present

  - Attend (S)PICOP and COSS briefings and raise any concerns if the messages are not clear - Communicate with (S)PICOP before placing or lifting any protection - Manage or support pre-possession checks, briefings and be in place at blocking points at least one hour in advance - Monitor blocking points and place boards and detonators according the NWR guidelines - Attend worksites to carry out safety audits on behalf of Network Rail - Attend and support on site walkouts (pre-work), so as to understand the environment and investigate all safety concerns. - Comprehensive understanding of safety critical communication standards - Comply at all times with all relevant legislation and railway rules - Understand processes in order to report any incidents, accidents, near misses and or faults immediately in order to maintain personal safety alongside colleagues and railway infrastructure



TES 2000 Ltd

• United Kingdom
• Truck Transportation
• 1 - 100 Employee

• Possession Support

  • Sep 2020 - Sep 2022

  - Attend (S)PICOP and COSS briefings and raise any concerns if the messages are not clear - Communicate with (S)PICOP before placing or lifting any protection - Manage or support pre-possession checks, briefings and be in place at blocking points at least one hour in advance - Monitor blocking points and place boards and detonators according the NWR guidelines - Attend worksites to carry out safety audits on behalf of Network Rail - Attend and support on site walkouts (pre-work), so as to understand the environment and investigate all safety concerns. - Comprehensive understanding of safety critical communication standards - Comply at all times with all relevant legislation and railway rules - Understand processes in order to report any incidents, accidents, near misses and or faults immediately in order to maintain personal safety alongside colleagues and railway infrastructure



RBS

• United Kingdom
• Banking
• 700 & Above Employee

• Relationship Support Manager

  • Oct 2018 - Dec 2019

  At RBS, we provide financial products and services to both commercial and corporate clients. Our customer facing businesses are supported by centralised support teams.• Act as a point of contact for both clients and key stakeholders throughout the client journey• Conducting due diligence and client checks• Providing expertise to front line teams, coordinating and compliance with legal and product requirements• Keeping in regular contact with clients to make sure their queries and requests are answered and processed as smoothly as possible• Manual transaction monitoring and authorisation with a signoff discretion up to 5 Million GBP• Collate and interpret MI in order to continuously adapt to business needs and improve the customer experience

• Quality Assurance Analyst

  • Oct 2014 - Oct 2018

  Provide deputy cover where required to the current Quality Assurance Team Leader ensuring communication channels remain open. Provide accurate and up to date information to Operational Customer Service Managers and Quality Assurance teams via meetings and audios and email.Assist in the review and feedback of key MI to management and senior stakeholders across Debt Management Operations in regards to call quality trends and anomalies in order to identify improvement opportunities in our processes and help reduce customer effort whilst improving the customer experienceCreate, review and update training material for new starters ensuring a quick and efficient transition into the roleFacilitate cross-functional collaboration and best practice sharing across three service quality sites Evaluate the customer experience delivered on calls and provide either written or verbal feedback highlighting key strengths and development areas Evaluate customer outcomes in a fair, logical and consistent mannerUnderstand impact of our processes and procedures on the customer and submit simplifying customer life ideas in order to improve the customer experienceDeliver face to face feedback to telephony agents and line managers during 1-2-1 sessionsAccurately review call outcomes in line with our regulatory compliance requirementsCoordinate and facilitate training sessions for call centre staffCan liaise confidently with team managers and operational staff

• Senior Business Associate

  • Aug 2012 - Oct 2014

  Able to deliver first class customer service and ensure teams are meeting the required standard to comply with the Group’s Recoveries policies and procedures and adhering to all FCA and other regulatory bodies. Responsible for the co-ordination of resources, management of productivity as well as achieving service level standards and the reporting of management information in a timely manner. Responsible for delivering training to new employees through a comprehensive training plan utilising a competency based framework. Able to develop, manage and support new employees through a comprehensive training plan, using varied skill sets in order to provide a high level of individual support. I provide a high level of coaching and training to new employees enabling the agents to engage empathically with customers who are facing financial difficulties.



FIS

• United States
• Information Technology & Services
• 700 & Above Employee

• Customer Service Advisor

  • Apr 2012 - Aug 2012