Experience

Capita Remediation Services

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Customer Service Manager

  • Feb 2020 - Present



The Fragrance Shop

• United Kingdom
• Retail
• 300 - 400 Employee

• Customer Service Manager

  • Sep 2019 - Dec 2019



Go Car Credit Limited

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Customer Service Manager

  • Aug 2018 - Sep 2019



Speedy Hire PLC

• United Kingdom
• Business Consulting and Services
• 200 - 300 Employee

• Customer Service Team Manager

  • Feb 2017 - Aug 2018



MAXIMUS

• Australia
• Advertising Services
• 1 - 100 Employee

• Performance team lead

  • May 2016 - Oct 2016

   To ensure a high quality service to both client and customers To ensure all targets are met on behalf of the customers and client To make sure all complaints are dealt with in a timely manner  Providing clear communication to all staff members both written and verbal. Completing 1-2-1 and action any development required to the team. To monitor the workload by individual and team basis. I currently look after a team of 14 staff members.  I have been involved in recruiting staff members for the project at all levels. Hold daily and weekly meetings with all levels of staff. Maintain the SLA are achieved and areas of concern or communicated and resolved To implement new procedures and improved current processes

• Team Manager

  • 2011 - Mar 2016

   To ensure a high quality service to both client and customers To ensure all targets are met on behalf of the customers and client To make sure all complaints are dealt with in a timely manner and within the processes set by the client. Providing clear communication to all staff members both written and verbal. Completing 1-2-1 and action any development required to the team. To monitor the workload by individual and team basis. I currently look after a team of 14 staff members.  I have been involved in recruiting staff members for the project at all levels. Hold daily and weekly meetings with all levels of staff. I have worked within different workflows over the last 12 months which has given me a broad understanding of the project. Maintain the SLA are achieved and areas of concern or communicated and resolved To implement new procedures and improved current processes



Quinn Direct Insurance

• Ireland
• Insurance
• 1 - 100 Employee

• Claims Process Manager

  • 2005 - 2011

   To ensure a high quality service to all clients and service providers Maintain staffing levels by liaising with HR directly on managing and planning staffing requirements Review, analyse and ensure targets are measured and achieved on KPI’s across each team provide group and one to one training To provide clear communication and direction to all members of staff, via written and verbally. This is done on a 1-2-1 basis and weekly meeting across all levels of staff. Review and improve existing claims procedures & implement new ones Ensure all work is carried out in accordance with Quinn-direct policies & procedures. Manage and review all team members’ performance and workload. Manage a number of different in house teams responsible for the Quinn-direct claims settlement process. I managed between 30-40 staff both internal and external.



Lowton Ellenbrook Insurance

• Sales Team Manager

  • 2003 - 2005

   Train and motivate a team of 5 people – people management. Achieve set targets. Choose and execute locations of business. Complete audio hearing tests for the clients. Authorization of claims prior to solicitors action External proactive customer interface High flow of communication to both customers and staff Arrange appointments for the audio tests and complete the audio tests Sign up the solicitor’s paperwork and explain the conditional fee agreement.



The Accident Group

• United Kingdom
• Legal Services
• 1 - 100 Employee

• Team Lead

  • 1999 - 2003

   Meet targets and ensure quality. Ran a team of 10 people and also ran a region of 40 people for a period of 3 months whilst senior sales manager was of sick on several occasions. Completed one to one training and group training also induction training for new members of staff. Helped in the recruitment of staff with interviews and presentations. Kept a highly motivated team of people that achieved set targets with high standards. Administration – good organisational skills, people management. Reactive customer interface. Communication – maintained a high flow of communication with clear direction