Experience

cut-e an Aon company

• Germany
• Human Resources
• 1 - 100 Employee

• Technical Consultant

  • Nov 2021 - Present

• Support Consultant

  • Apr 2020 - Oct 2021



Kensington Mortgages

• United Kingdom
• Financial Services
• 700 & Above Employee

• Servicing Specialist / Customer Success

  • Nov 2016 - Mar 2020

  Kensington Mortgage Company is a specialist lender. I service existing clients’ accounts by resolving inbound applications for contract variations, addressing queries and managing complex cases. I also take on a coaching role to onboard new team members and improve the quality of service. - Initially recruited as a Servicing Agent and promoted to Servicing Specialist in August 2017, showing my ability to deliver a great client experience consistently over time - Due to strict regulatory processes and a time-bound Service Level Agreement, the ability to deliver a seamless customer experience while maintaining a high level of attention to detail is crucial - I was appointed a “Complaints Champion”, which means I analyse trends in types of complaints received, I create tools to help the team access the resources they need quickly and I manage complex cases before they are escalated to a different team - As a Subject Matter Expert in servicing accounts, I coach new joiners and deliver training sessions - I was selected to be a part of a GDPR work group to implement a new process and I participate in other side projects that involve meeting with Senior Executives to improve company processes and culture



The Mount Vernon Hospital

• Hospitals and Health Care
• 1 - 100 Employee

• Neurorehabilitation Healthcare Assistant

  • Sep 2016 - Dec 2016

  •Neuro Rehabilitation ward; assisting patients with cognitive impairments and mental health issues •Complying with Trusts' policies and procedures when completing tasks to meet targets •Assisting nurses and other professionals in the delivery of patient care •Developing good therapeutic relationships with patients to make them feel at ease and assist in their rehabilitation •Communicating with team members and updating them about patients' welfare •Assisting patients and acknowledging their capabilities and level of understanding •Using training provided by the trust and my degree to better understand the needs of patients



Anglia Ruskin University

• United Kingdom
• Higher Education
• 700 & Above Employee

• Research Assistant

  • Jul 2014 - Sep 2015

  •Assisted in co-ordinating Dr Steven Stagg's pilot study investigating vocal modulation of loudness and pitch•Recruitment of participants for the study and quantify participants' scores•Conducting computer task measuring vocal modulation•Conducting a battery of tests on participants: Autism Quotient Test, Raven's Matrices, Sensory Profile and the British Picture Vocabulary Scale: third edition, as well as training in basic auditory testing•Administrative and auditing tasks

• Student Researcher

  • Jan 2015 - Jul 2015

  •Research into the student and lecturer usability of the virtual learning environment used at Anglia Ruskin University•Working independently with minimum supervision•Data input onto MS Excel and NVivo•Quantitative and qualitative analysis•Researching existing literature in the field•Published in the university internal journal Networks•Administrative and auditing tasks, using various computer programmes (SPSS, MS Excel and NVivo)