Alex Do Email & Phone Number

London, Gb

London, England, United Kingdom

London, England, United Kingdom

London, England, United Kingdom

Surrey, England, United Kingdom

Aylesbury, England, United Kingdom

Responsible for the planning, reporting and execution of project deliverables and milestones across multiple Review, Redress and Remediation work-streams. Achievements:- Successfully delivered on a number of high profiles projects surrounding Complaints/Insurance Compliance in line with project forecast.- Lead a business transformation plan and managed the logistics of transitioning an entire workforce to work from home.- Improved existing Quality Assurance frameworks through the use of Agile strategies.Duties:- Reporting, tracking and analysis of KPI's.- Operation risk and compliance testing.- Quality Assurance reviews.- Final point of contact for all escalation.- To review and sign-off head count models for project planning.- Schedule guidance training.

Aylesbury, England, United Kingdom

Lead a team of Complaint Handlers tasked with the review of complaints surrounding General Banking, Insurance Compliance, Financial Difficulty and Irresponsible Lending with the primary focus of ensuring quality and production targets were consistently met.Duties:- Acted as the first point of contact for team escalations.- Provided day-to-day support, identify and highlighting bottlenecks along with root cause analysis and suggested solutions. - To conduct regular QA within the team in order to maintain compliance and improve efficiency through highlighting requirements for additional training and Subject Matter Expert (SME) Support.- To review and escalate areas of risk identified within the complaints cycle to Banking Risk Team surrounding banking fraud, breaches in GDPR and extreme vulnerable customers.- Focus on reducing breach profile by formulating problem-solving initiatives and process improvements.- Liaised with Operation Manager and PMO to effectively forecast and plan for future projects including the creation of Quality and Competency Frameworks.

Aylesbury, England, United Kingdom

To uphold the principles of the Quality Function and help remedy any anomalies highlighted through the use of controlled testing.Duties:- Enforcing QA testing to ensure compliancy as required by FCA regulations and ensuring all resolutions communicated are fair and unbiased through root cause analysis.- Review all phone conversation and all forms of communications to ensure customers are treated fairly.- Managing and assisting with queries on behalf of the Process Specialist Team, responsible for highlighting any gaps and escalate for solution review. - Managed a team of SME's with the focus of removing/reducing operational bottlenecks within day-to-day activities.- Chaired bi-weekly consistency sessions between Management, QA and Support functions.- Responsible for the production and maintenance of Quality Consistency Packs that highlighted common trends, quality concerns along with correlating guidance and solutions.- Created and conducted training surrounding processes.- Act as point of contact for GDPR/DSAR queries and to contact and support customers through process.

Aylesbury, England, United Kingdom

To lead the Training Academy with the aim to improve overall production and quality metric for colleagues identified to have performance issues and needed additional support.Duties:- Creating bespoke management tools to help maintain general workload.- Provided customer contact coaching with extra focus on vulnerable customers. - Creating, developing and training on company call scripts.- One-on-one performance development with root cause analysis to assess any short falls.- Daily support in relation to process and internal guidance.

Aylesbury, England, United Kingdom

Functioned as an intermediary between Complaint Handlers and QA department, provided overall day-to-day support for all Case Handlers with regards to guidance and processes surrounding the complaint handling cycle.Duites:- Acted as the first point of contact for process escalations and troubleshooting. To investigate and help resolve any operation bottlenecks and escalate queries onto Process Specialist Team.- Supported with colleague on-boarding, systems procurement/testing and general training.- Review and redress complex complaints across a variety of financial products.- Providing one-on-one coaching and feedback to effectively enforce guidance and processes.- Acted as a point of contact for complaints involving extreme vulnerable customers with the task of procuring bespoke support needs.- Conducting regular training sessions with various teams to ensure continual improvement and understanding of client guidance and procedures.- Prepare Business Response Forms for FOS complaints and ensure review is completed within SLA.

Reading

Formed part of the Investigations Department with the main aim of assessing disputes and complaints in relation to insurances, mortgages, loans, credit cards and asset finance whilst adhering to client and FCA guidelines. Duties:- To conduct a comprehensive review by collating and compiling all available evidence and finalising via bespoke response letters with appropriate remedy addressing all concerns. - To conduct calls with customers to effectively collect information and sign post complaint procedures in order to set expectations. - To be able to display compassion and empathy and deliver first class customer experience.- Process sensitive data and legal documents and ensuring complaints are resolved within SLA.- Escalate operation bottlenecks and highlight any gaps in processes in order to improve complaint-handling procedures.- Highlighting any customers deemed to be considered as vulnerable or within financial difficulty so they can receive the appropriate support.

Leeds, England, United Kingdom

Tasked with the complete end-to-end review of complaints in relation to Overdraft Charges, Current and Package Bank Accounts and Insurances. Responsible in ensuring complaints are investigated with due diligence adhering to client and FCA guidelines with the end goal of providing fair and accurate resolutions for complaints with designated SLA timeframes. Duties:- To collate and review all available evidence from customer testaments and system information to come to a conclusive finding addressing all concerns.- Assessing and analysing information to ascertain the suitability of financial products and whether eligibility criteria’s were met.- Retrieving historic terms and condition including policy schedules for financial products that are in question in order to identify whether there were any exclusions that may impacted the customer of point of sale.- Issuing tailored final response letters to summaries investigation and outlining FOS rights for further escalation should this be required.- Communicating FOS rights and processing FOS escalations for review.- Communicating with CMCs and third parties to ensure any information obtained is accurate and adheres to the GDPR and FCA guidelines.

Leeds, England, United Kingdom

I have acted as a key SME for various work streams within BAU, Remediation, Re-Remediation and FOS projects. Main objective was to ensure quality and production targets were met whilst providing SME support to the work stream as well as cross suppliers. Duties:- Support new colleagues in on-boarding.- Creating and roll-out of training packages.- Provided telephony/call script coaching.- Identifying and bridging knowledge gaps through the use of MI report.

Leeds, United Kingdom

Responsible for the review of customer complaints surrounding Credit Cards, Loan, Mortgages and Asset Finance. Strived to deliver on KPI's whilst adhering to strict guidance set out by FCA.Duites:- Collating evidence/testimonies in preparation of review.- Assessing and analysing information to ascertain the suitability of financial product and whether eligibility criteria’s were met.- Calculate redress and arrange payment schedule.- Issuing tailored final response letters to summaries investigation and outlining FOS rights.- Communicating with CMCs and third parties to ensure any information obtained is accurate and adheres to the DPA and FCA guidelines.- Highlight any potential risk related to fraud or financial difficulty.

Responsible for setting up processing procedures for Marsh Mclennan. Provided training workshop for engineers and administration team.Duties includes:• To facilitate and organise maintenance work and create invoices• To provide direct administration support to contract managers, supervisors and engineers for a multitude of contracts• To act as the lead administrator and mediate between line management, contract managers and admin team• Overseeing administrative training and provide continuous support and supervision for new starters• Collate supporting documentation for the billing process using Oracle, Maximo and Docuware• Issue weekly and monthly planned maintenance reports on compliance• To lead the implementation and application of simplified document storage systems in order to streamline processing procedures

London, United Kingdom

· Engage in the planning, budgeting and monitoring of financial cycle.· Generating and formulating financial reports.· Creating and implementing cost control systems.· Consolidating raw data on expenditures into reports for review.

Residential Property - Surverying, Surveying

A Level Business And A Level Finance

13 X Gcse'S Including Maths, English, Science, Business And It, A-B'S