Diversity, Equity and Inclusion Lead

• Oct 2021 - Present

I proactively sought out this role and I have subsequently designed, delivered and driven the Diversity Equity & Inclusion (DE&I) strategy for the business. I defined a proactive and impactful strategy that encompasses visibility and accountability which I took to the board and then rolled out companywide. I have used my experience as a trainer to deliver messages through multiple methods including ‘Ted Talk’ style sessions on systemic racism. I have worked closely with the board to ensure I fed what successful DE&I looked like for them into the strategy and this was key to me both obtaining buy in at the most senior levels and then collaboratively creating a mission statement for the business. Through my work with the board, I also created a video detailing what DE&I means to each of them. Show less

Financial Services Coach

• Jan 2020 - Present

As an Insurance expert, I manage a portfolio of around 40 + learners to support them through their apprenticeship and technical CII qualifications, I specialise in Insurance Practitioner Level 3 & 4. I do this by delivering both 1:2:1 and group coaching sessions in which I coach the learners through completing a portfolio of work against the knowledge, skills and behaviours learning outcomes. I mark and provide feedback on the portfolio throughout the apprenticeship programme.

Team Leader

• Aug 2018 - Dec 2019

Learning Development Officer

• Jan 2016 - Aug 2018

I work within the learning and development team at Ageas Insurance. My key responsibilities include delivering technical materials to our claims teams, along with delivering soft skills leadership training across the business. I provide multi-site training support for all staff. I am also responsible for managing and maintaining strong business relationships with key stake holders within the business. The business area I support is very heavily customer focused and fast paced, I therefore can adapt and flex to situations to suit their needs. I am TAP certified in both Training Needs Analysis and Training Delivery, I obtained these qualifications as part of my current role and use these skills to ensure that I deliver the best quality learning solutions for the business. I also support personal development goals of staff by providing guidance and coaching to assist them in achieving their goals. Show less

Customer Relation Officer

• Nov 2010 - Jan 2016

I am responsible for responding to technical customer complaints received addressed to the Chief Executive and press/regulator threats as well as complaints received by the claims department. I possess excellent customer service and customer care skills including. I understand the importance of managing customers expectations when resolve an express of dissatisfaction and the ability to build rapport, provide clear information and overcome objections, is essential when dealing with customer complaints. I am a contact point and expert for other areas of the business to dealing with high level queries and escalated complaints. I am responsible for quality assurance checks for final decision letters and Root Cause Analysis, I provide reports detailing trends in activity and suggested learning outcomes for the business. I work closely with the Financial Ombudsman Service ensuring I keep up to date with any changes in policy or procedure and attend conferences when required. Show less

Third Party Claims Handler

• Jan 2009 - Nov 2010

I was responsible for assessing and negotiating liabilty for motor accidents both with Third Party representatives and with our customers. This involved reviewing appropriate case law as well as considering the economics of allowing case to proceed to litigations. I managed a large portfolio of claims and provided high levels of customer service.

Claims Advisor

• May 2007 - Jan 2009

I was responsible for taking incoming calls and updating the system with new claims. I would also handle claims for our customers damage. In additional I was responsible for assisting with any repairing garage related complaint. This allowed me to build up excellent working relationships with our regional engineers.

Customer Service Representative

• Sep 2006 - May 2007

Taking incoming calls in a call centre and assisting the customer with their queries when applying for credit cards. Taking incoming calls in a call centre and assisting the customer with their queries when applying for credit cards.