Christine Frazer Email & Phone Number

London, Gb

London, England, United Kingdom

London, United Kingdom

London, United Kingdom

Hired as a service specialist and promoted after 18 months to manage a team of former peers; led recruitment that doubled the team to 10. Ensured branch and client queries were resolved swiftly; collaborated with remote financial advisers and operations, provided accurate information and delivered prompt, efficient service.• Built motivated, productive team; introduced KPIs to measure team and individual performance with analysis of daily, weekly and monthly management information… Show more Hired as a service specialist and promoted after 18 months to manage a team of former peers; led recruitment that doubled the team to 10. Ensured branch and client queries were resolved swiftly; collaborated with remote financial advisers and operations, provided accurate information and delivered prompt, efficient service.• Built motivated, productive team; introduced KPIs to measure team and individual performance with analysis of daily, weekly and monthly management information. Identified and communicated contact drivers; used the data to drive a monthly managers meeting as well as to support and develop all members of the team.• Aligned individuals into cohesive unit, recognised by senior management, head office colleagues and financial advisers as one of the strongest teams in the business. Exceeded target service levels consistently and scored an exceptional 4.5/5 service score on a key branch survey in 2009. Progressed several staff into promotions.• Spearheaded cost reduction initiative; identified improvement opportunity that saved >45 working hours pcm by migrating client account amendment and closure process to divisions with lower labour costs. • Enhanced efficiency and saved >13 working hours pcm through tweaking existing software in order to digitise a manual process. Collaborated with IT to design fields, ensured compliance and optimised client service.• Developed better internal operations to improve service; key contributor to the identification of trends and simplification of procedures. Brought clarity and engagement to ad hoc branch projects and focus groups.• Designed business tools that led to 20% reduction in queries; created and implemented a Contact Driver report which gave better visibility of issues behind generation of queries; new tool resulted in sounder processes, improved systems, less obstacles to business and enhancements to self-service. Show less

London, United Kingdom

Contracted to lead the implementation of web-based corporate financial software for new clients; delivered swift and effective training. Cleared the inherited backlog and reduced outstanding requests by 50% in one month. • Promoted and selected to head migration project; successfully moved entire entitlement process from London to Dublin ahead of deadline. Led planning, chaired meetings, documented processes and project strategy, trained the Dublin team and supported the first month live in… Show more Contracted to lead the implementation of web-based corporate financial software for new clients; delivered swift and effective training. Cleared the inherited backlog and reduced outstanding requests by 50% in one month. • Promoted and selected to head migration project; successfully moved entire entitlement process from London to Dublin ahead of deadline. Led planning, chaired meetings, documented processes and project strategy, trained the Dublin team and supported the first month live in Dublin. • Awarded bonus for process improvements; streamlined processes in the entitlement team, enhanced efficiency and reduced risk of lost information. Employed strong technology skills, using Visio to produce process maps. Organised new client account requests to their systems, meeting tight three-day deadline. Show less

Manchester, United Kingdom And London

Employed to provide mortgage related advice on calls, and rapidly promoted to in-person advisory role across all financial products. Analysed customer profiles and devised structured solutions to meet regulated standards.• Selected for Halifax Ethos Elite award for outstanding achievement in sales, quality of business and delivery of additional responsibilities. Exceeded targets for provision of life insurance and critical illness cover. • Delivered change that reduced cancelled… Show more Employed to provide mortgage related advice on calls, and rapidly promoted to in-person advisory role across all financial products. Analysed customer profiles and devised structured solutions to meet regulated standards.• Selected for Halifax Ethos Elite award for outstanding achievement in sales, quality of business and delivery of additional responsibilities. Exceeded targets for provision of life insurance and critical illness cover. • Delivered change that reduced cancelled investments by 27%; chosen to lead major process change pilot project, which built company credibility and enhanced customer experience.• Generated enhanced staff engagement, team spirit and product knowledge through continuous improvement and training; created a ‘bank of compliance questions’ and regularly led competitive quizzes. Provided training support for new Customer Managers; acted as unofficial team trainer. Show less

United Kingdom

Initially hired in part time role during studies, then promoted to management trainee graduate scheme with further promotion to deputy sales manager in less than 9 months, substantially ahead of standard timescale. • Awarded the Debenhams Regional Junior Management Cup for exceptional performance; key contributor to major new store openings against tight deadlines, including high profile Leeds branch. Trained and led large teams of new staff.

Education record

GNVQ Business Studies Advanced Level – Merit

High School