Experience

Millstream Underwriting Limited

• United Kingdom
• Insurance
• 1 - 100 Employee

• Service Delivery Executive

  • Apr 2021 - Present

  • Deal with agent and client enquiries via the telephone and in writing to agreed service standards.• Handle queries from sales support, claims handlers, medical screeners and emergency assistance providers.• Liaise with the Underwriters to ensure that non-standard and complex queries are managed and resolved. • Work with the guidance of the Underwriters and Head of Service Delivery to perform analysis on MI reports to ensure they accurately reflect the current position.• Demonstrate an in-depth knowledge of policy cover and the recoveries process and be able to discuss this confidently with external and internal clients and TPAs, providing guidance where necessary.• Assist in resolving customer disputes, preparing papers and liaising with relevant parties including the Financial Ombudsman Service. • Assume responsibility for the maintenance, and assist with the development, of the web sales system including the training of operators – internally and externally, where required.• Prepare performance analysis reports and interpret results. • Undertake audits of TPAs.• Assist with the delivery and analysis of customer surveys.



AXA

• France
• Insurance
• 700 & Above Employee

• Product Development Executive (sec)

  • Aug 2020 - Apr 2021

  I successfully secured a secondment within the Travel Underwriting Team as a Product Development Executive; this is due to last an initial period of 6 months which has since been extended for an additional 6 months.In this role I am responsible for supporting and assisting in the development and delivery of the technical wording and documentation and other associated project and admin tasks for defined channels and travel products within the portfolio, by reviewing, amending and updating T&Cs, plans, notes and documentation.

• QA & Controls

  • Jul 2019 - Aug 2020

  I joined this role following a successful period in my previous role with the aim to build on my existing knowledge, and learn new skills to help further my career. In this role I work as a member of a team 12-strong to help the overall business area to achieve optimum quality for our customers through various key measures.

• Team Coach

  • Feb 2017 - Jul 2019

  In this role I provided coaching and development opportunities to an average group of twelve team members to help them achieve not only the business goals, but their personal goals. I was in place to help support the team with technical referrals daily, but I also helped provide ad-hoc support to the Team Leader through a cohesive professional relationship which will ensure our overall goals are achieved.

• Claims Handler

  • Mar 2015 - Feb 2017

  As a Travel Claims Handler, I was tasked with completing inbound phone calls, management of postal items and ensuring that good customer service was always provided.