Danielle Moran Email & Phone Number

Glasgow, Scotland, United Kingdom

Bournemouth, England, United Kingdom

- Complete quality checking to evidence competence of the complaint handlers- Provide feedback and reporting on quality checking results with any remedialactions required - Provide coaching and support to the complaint handlers- Consistently achieve productivity targetswhilst maintaining high quality standards- Work collaboratively with all teams and colleagues, ensuring consistency to qualityassurance approach and best practice within the team

• As a Subject Matter Expert, I was required to support new and experienced colleagues by answering complex queries, delivering training updates and developing staff in areas of underperformance• Thoroughly investigate all information given and consider all the evidence provided and use it to decision complaints in an impartial manner in relation to PPI sold on Mortgages and credit cards • Competent in dealing with both BAU complaints as well as remediation complaints• Experienced telephone skills and questioning techniques when dealing with customer’s complaints• Consistently achieving production targets whilst maintaining high quality

Bournemouth, England, United Kingdom

Answering incoming calls, helping hospitals and consultant’s secretaries with any queries, pre-authorisations and invoice or remittance enquiries. Inform members of vital policy information whilst also supporting members through the claims cycle and assessing their claims. I am part of the fast track team in which I help to source relevant consultants and book member’s appointments for them. I have also assisted in call listening with interviewees and new members of staff to show an example of how the role should be performed.

London, England, United Kingdom

• Calculating redress for customers with the use of Microsoft Excel• Creating and formatting letters to be sent to customers• Use of multiple systems to ensure that redress calculated is accurate• Competent in dealing with BAU redress, remediation redress and FOS redress work streams• Consistently achieving production targets whilst maintaining high quality• Quasi (QC) checking colleagues’ cases to ensure that high quality is maintained across the site• Thoroughly investigate all information given and consider all the evidence provided and use it to decision complaints in an impartial manner in relation to PPI sold on loans and credit cards • Competent in dealing with both BAU complaints as well as remediation complaints• Experienced telephone skills and questioning techniques when dealing with customers’ complaints