Andy Bultitude Email & Phone Number

Chicago, Illinois, United States

Chicago, Illinois, United States

Byfleet, England, United Kingdom

Farnham, England, United Kingdom

Hildenborough

Tolworth

• Analysis of contact strategy effectiveness across all channels (Phone, SMS, Digital, Letter)• Control and governance of all contact strategy systems• Ensuring contact strategies are fully compliant with prevailing regulation, guidance and group policies e.g. OFCOM, FCA, FOS etc.• Collating performance data across various communications channels through the creation and use of SQL queries• Measuring performance, recommending improvements and initiatives to key stakeholders within the company• Introduction of multiple new strategies based on performance metrics, client requirements, segmentation model and new technologies• Documentation & process mapping of core departmental activities and contact strategies• Development of digital and self-service strategies• Ad-hoc project work

Dorking, Uk

• Collating MI from a variety of internal and external sources • Providing Excel and PowerPoint reports on MI targeted to the Retirement Income department, including customer satisfaction, the impact of 2014 Budget announcement and the impact of new campaigns on RIC calls• Providing feedback on processes and performance to senior stakeholders• Liaising with other teams to align reporting and data collection to provide fuller, more meaningful information • Contributing to relationships with external bodies and maintaining good communications to avoid delays in process• Supporting the Retirement Income Specialist and Training Teams by providing insight from call observations• Contributing to the alignment of data tracking and process creation across diverse departments post-restructure, and latterly post-merger with another company

West Byfleet

A short term contract working with the IDAS Ops team while seeking a new role.• Formatting retailer data• Quality control of retailer data• Automation of scheduled formatting jobs• Adhoc data queries• Scheduling of data receipt• Introducing new systems and procedures• Establishing procedures for ongoing regular process• Trouble shooting and dealing with technical queries, both internal and external

Reigate, Surrey

Ageas Protect Insurance Limited – Customer Service Team Leader• As Team Leader, responsible for management of a team of eight to twelve Customer Service Administrators and Underwriters• Responsibilities include day to day management, workflow management and allocation, six monthly reviews of staff, monthly 121’s, training and coaching of new staff and maintaining quality levels with regular service reviews• Other management responsibilities include delivering reportable MI, ensuring department wide SLA’s are met with regard to phone and administrative targets, knowledge of industry and market pressures• Point of contact for other departments, including the Sales Development team, Claims Assessors and Development Underwriting.• Experience in managing specialist Complaints Team, requiring knowledge of Financial Ombudsman Service and (the former) Financial Services Authority. A high performance team that required a very different approach to management than Customer Service and Underwriting

Provided support to admins and Team Leaders

Byfleet

• Dealing with residents (and their families) queries and complaints regarding the service provided to them• Liaising with Sales Team to ensure Customer Service standards are met throughout the sales process and immediately afterwards• Arranging for contractors to visit apartments for maintenance purposes• Ensuring contractors invoicing is kept up to date and paid promptly and accurately• Building relationships with House Managers, contractors and other members of the on-site team to ensure efficient completion of tasks and continuing customer service.

• Contact with clients to ensure data is sent on time and in the correct format.• Liaising with clients to ensure continued, reliable and accurate data delivery • Tracking of data from source through to in-house reporting• Loading of data onto in-house system• Troubleshooting problems with loading system and data storage• Quality control of retailer data• Ad hoc querying of data at top line and article level• Ensuring deadlines are met regarding availability of data on central systems• Contact with clients regarding changes to type or content of data• Supervise overall data loading on a day-to-day basis.• Trouble shooting and dealing with technical queries, both internal and external.

Education record

Education record