Cindy Warwick (University Degree - Germany) Email & Phone Number

Basildon, England, United Kingdom

Key Achievements:• Currently working on projects handed over to me. • Projects relate to change requests, robotic process automation, high volume updates and system upgrades/release. Key Responsibilities:• Representing the Registration department which includes Settlements, Estate Maintenance, Regular Savings/Income Facilities, Client Maintenance, Legal Documents and Residency. • Being a key contact providing operational readiness support to impacted teams in both the UK and India. • Reviewing, providing feedback and sign off on project documents.• Ensuring that all decisions and actions are tracked and auditable. • Ensuring key stakeholders in the UK and India are kept up to date with project progress.• Making decisions on behalf of the department and being accountable for them. • Continuously completing business process reviews to identify and resolve any gaps or areas for improvement.• Supporting operational teams with adhoc issues and resolving these in timely manner.• Conducting monthly 1-2-1 sessions with direct reports discussing wellbeing, current activities, continuous development and training.• Ensuring all activities are undertaken in accordance with established CASS procedures & controls and that any changes to activities are considered for CASS implications.• Providing input regarding the effectiveness and design of CASS procedures, controls and MI. • Contributing to the annual revies of procedures and when applicable due to processing or regulatory changes.

United Kingdom

Key Achievements:• Secondment as Line Manager for 12months. • Maximised operational excellence within the team ensuring quality target of 99.8% was always met with no SLA breaches during my time in tenure. • Developed distribution enquiries team of 6 into an expert team.Key Responsibilities:• Managed and monitored day to day resourcing and turnaround of escalations using appropriate workflow tools, planning and considering the requirements for the future.• Built and develop positive internal and external relationships to maximise business opportunities.• Proactively coaching, guiding and mentoring 14 direct reports in addition to overseas counterparts in India.• Effectively planning service delivery ensuring all activity is directly related to providing quality services and meeting expectations.• Continuously reviewing processes and practices, acting as a catalyst for change to enhance service offering.• Driving business performance improvements by establishing and reviewing clear, measurable KPI metrics.• Conducting oversight meeting with clients, clearly explaining CASS controls as well as internal monitoring processes to ensure confidence in service delivery. • Conducting monthly 1-2-1 sessions with associates discussing productivity and quality of work, motivating and guiding staff as required.• Collaborated with CSMs to identify, quantify and implement meaningful process improvements to enhance capacity and quality.• Assisting CSMs with escalations, complaints and complex queries within the team ensuring these are resolved through to resolution to an acceptable outcome in line with FCA guidelines.• Delivered consistent levels of service while planning and considering the requirements for the future.

Key Achievements:• Always achieved productivity and quality targets.• Trained 3 new starters on all elements of the role ensuring successful probationary sign off. Key Responsibilities:• Ensured all allocated was completed in the agreed timeline.• Accurately verified private clients ensuring correct identity and information provided.• Utilised Experian hub to retrieve client information using it as a means to verify information.• Proactively contacted clients to obtain missing information in line with FCA requirements. • Flagged any suspicious activity and reported it to relevant stakeholders.

Key Achievements:• Improved AML procedure that that significantly reduced update time.Key Responsibilities:• Accurately translated foreign documents to ensure the necessary requirements were met.• Worked under pressure to balance multiple queues ensuring work was processed within agreed SLAs.• Maintained responsibility for reviewing and updating all relevant procedures including AML processes to a set deadline.

Key Achievements:• Reorganised the existing filing system, resulting in greater ease of access and more time-efficient process.Key Responsibilities:• Translated business related documents and conversation from German to English, such as user manuals, racing histories, and evaluation reports.• Demonstrated excellent interpersonal skills when responding to complex enquiries in both English and German.• Created adverts of incoming stock, updating the database and website.

Witham, England, United Kingdom

Key Responsibilities: • Increased the company's revenue through selling, up-selling, attracting new customers, re-activating inactive customers. • Responded to customer enquiries from Germany and Great Britain with speed while maintaining a professional standard.• Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.• Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.

Diploma Of Education, Business Management, 1.7

Nvq Level 3 (Apprenticeship), Team Leader, Distinction