Assessor of business administration and Digital Marketing SVQ modern apprenticeships.

Providing Modern Apprenticeships SVQ in providing financial services/ business administration / management / customer service. Fully qualified Training Assessor.

• Track record of consistently delivering high levels of results and of exceeding multiple performance objectives and adherence to banking practices. • Responsible for a team of customer service and sales specialists who have consistently performed top in the region over the past 4 years and ranked 5th nationally in 2012.• Requested to take over branch where performance was lacking and objectives were not being met. Developed a strategy to increase performance by listening to the team and to ensure objectives are met, increasing the branch performance above average in the region within a 3 month period, meeting objectives. • Prepare, deliver and regularly review the branch business plan to ensure the branch is performing and strategies are in place to address resource and performance.• Delivered consistently in change management as a result of takeover and implementation of new working practices and banking systems; motivating staff and customers in a challenging economy.

• Delivered high levels of customer satisfaction through leading a team of customer advisers to regularly exceed their objectives and obtained above average levels of bonus payments as a result.• Worked with the team and developed individual strategies to ensure customer expectations were always exceeded and implemented plans where this fell short, ensuring the short term needs of the customer was met and the long term goal of exceeding expectation was consistently delivered.• Maintained detailed levels of knowledge and understanding of UK banking regulations to ensure adherence to policy and procedure in the branch.• Regularly asked to train new staff in the region due to high achievement rates and knowledge of UK banking regulations.• Worked consistently with internal teams to promote an open working relationship to ensure team were delivering the very best information and service to our customers.

• Provided a high quality, compliant service for new clients at the same time as training to achieve fully qualified mortgage and adviser status.• Worked in close partnership with the local management team in the branch network towards the successful delivery of an individual sales target and supporting others to ensure the regional target was achieved• Excelled sales and service delivery from previous roles within Bank of Scotland resulted in commendation from management.• Management appraisals and accelerated career progression to qualified Mortgage and Protection Adviser.