Paul Leinichen - Cert CII, AMIMI
Customer Complaints Officer at ALD Automotive UK- Claim this Profile
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Bio
Credentials
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Quick Fixes to Attain Excellent Customer Service
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Experience
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ALD Automotive UK
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United Kingdom
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Financial Services
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100 - 200 Employee
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Customer Complaints Officer
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Feb 2021 - Present
A new direction and an exciting new career challenge. A new direction and an exciting new career challenge.
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ASSOCIATED INDEPENDENT ASSESSORS LIMITED
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United Kingdom
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Insurance
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1 - 100 Employee
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Engineer's Technical Support
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Apr 2018 - Dec 2020
While working at this firm, I provide technical guidance and support to engineers along with various clients with vehicle inspections and repair works. Adhoc administration requests as required, customer queries via email and telephone One of my key task was to manage the daily operation of the Audatex system that provides claim estimation information for automobiles damaged in accidents, prepare supplementary estimates and upload reports into the system for various insurers Furthermore, I repair account validation on behalf of various insurers requesting this, including liaising with repairers / insurers / engineers to rectify repairer invoice / authorisation mismatches. Also, I co-ordinate the daily allocation of desktop (image based) inspections to field engineers’ dependent on daily work levels and incoming request volumes. Lastly, I effectively manage Ad hoc administration requests as required along with customer queries via email and telephone. While working at this firm, I provide technical guidance and support to engineers along with various clients with vehicle inspections and repair works. Adhoc administration requests as required, customer queries via email and telephone One of my key task was to manage the daily operation of the Audatex system that provides claim estimation information for automobiles damaged in accidents, prepare supplementary estimates and upload reports into the system for various insurers Furthermore, I repair account validation on behalf of various insurers requesting this, including liaising with repairers / insurers / engineers to rectify repairer invoice / authorisation mismatches. Also, I co-ordinate the daily allocation of desktop (image based) inspections to field engineers’ dependent on daily work levels and incoming request volumes. Lastly, I effectively manage Ad hoc administration requests as required along with customer queries via email and telephone.
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TowRight
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Weston-super-Mare, England, United Kingdom
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Proprieter / Owner
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2016 - 2018
In this role, I collaborated with the North Somerset Enterprise Agency and established a private firm, providing transportation services for vehicles such as cars, car derived vans, motorcycles, caravans and small boats. I also collaborated with logo designer, website designer, vehicle graphics provider, electronic payment solutions provider, Intellectual Property Office (IPO) in relation to copy write for business name / logo / etc. Other job duties included, preparing business plans, funding calculations and sourcing, business and operational insurances / licencing requirements (in line with VOSA legislation including vehicle tacho fitment and calibration), creating marketing strategies, daily operational activities, and identifying new business opportunities to further expand business. I also controlled subsequent marketing and sale of the business. Below are few of my top contributions that I would like to share with you: - Development of business from initial idea through to fully operation entity - Established and maintained robust corporate relations with customers. - Increased customer satisfaction level by providing timely towing and trailered transportation services.
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Allianz Insurance
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United Kingdom
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Insurance
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700 & Above Employee
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Vehicle Valuations Team Claims Handler
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2011 - 2017
During my work tenure, I conducted thorough assessment of total loss vehicles and prepared accurate reports for the senior staff members. I successfully negotiated settlement value with customer and raised agreed payment. Due to my management capabilities, I managed claims validation and anti-fraud checks, covering all types of commercial and agricultural vehicles such as modern, classic, prestige and sports cars, vans, motorcycles, lorries, trailers, motorhomes and caravans. I also professionally answered phone inquiries from customers, brokers, fleet owners and interdepartmental queries with respect to vehicle valuation and provided documented solutions in the settlement of a vehicle claim. Below are few of my top contributions that I would like to share with you: - Acquired knowledge of all aspects of personal lines (household and motor) insurance as well as commercial lines motor. - Improved customer service skills and learnt the claims total loss process, settlement negotiation, finance settlement, and fraud detection by shifting to claims division.
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Broker Service Assistant / Underwriting
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2006 - 2011
As part of my job responsibilities at this firm, I professionally responded to incoming calls from brokers regarding new business, mid-term adjustments, and policy cancellation. I defined new business policies, focusing on both household and motor products. I effectively dealt with accounts and pre-renewal queries. Introduced authority policies and specialist schemes by utilising the Coronet system. I also contributed high-end support with the testing and implementation of the Salesforce system within personal lines. I served as a team incentives representative with the responsibility for organising, budgeting, and managing the team incentives.
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Whitbred Plc (Brewer's Fayre)
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Weston-super-Mare, England, United Kingdom
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Assistant Manager / Kitchen Manager / Head Chef - Hobbs Boat Inn and The Old Manor Inn
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Aug 2000 - 2006
Within my role here my responsibilities were managing a kitchen team of 8 staff, stock management, menu development, food preparation and service, bar and cellar management, assisting with managing front of house (bar and waiting) staff, customer liaison, staff training, shift rota's, managing hygiene standards and compliance with food hygiene, preparation and service regulations including keeping detailed logs and presentation of these for audit. Within my role here my responsibilities were managing a kitchen team of 8 staff, stock management, menu development, food preparation and service, bar and cellar management, assisting with managing front of house (bar and waiting) staff, customer liaison, staff training, shift rota's, managing hygiene standards and compliance with food hygiene, preparation and service regulations including keeping detailed logs and presentation of these for audit.
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Education
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2011 - 2019
Chartered Insurance Institute
Cert CII, Personal Lines Underwriting & Claims -
1987 - 1991
Broadoak School
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