Deborah Evans Email & Phone Number

Swindon, United Kingdom

Managed a team who were a dedicated point of contact for all queries and complex problem resolution on new applications and existing business. Team took ownership of the problem, liaised with other teams/stakeholders and worked on the issue until it was resolved to the customers’ satisfaction. Customers were IFA’s, Banks and Zurich Sales Consultants.

Swindon, United Kingdom

Managed contact centre team, whose function was to prepare new business and existing business quotations. Inherited an underperforming team due to a mixture of performance, training and behavioural issues. Controlled the call flow through the team, handled complaints and communicated all team results and any constraints affecting our delivery to our customers regularly. Additionally, controlled the resource models for 10 teams to ensure resource distribution and staff spend were on target (including assisting with bonus payments and salary increase calculations).• Achieved all targets set within 5 months of joining the team, and maintained those results throughout 2011 and into 2012. Notably achieved an increase of 60% on service level, reduced abandon calls from 35, to 3 a day and reduced time to answer by 40 seconds. • Identified process improvements, and changed the team focus which helped improve overall results eg. calls abandoned impacted all our results, team worked to prevent any call being lost, and all results improved. • Recognised talent leading to 3 promotions, increased team knowledge and ability to complete all aspects of the role. Performed formal capability and disciplinary meetings where necessary, in some cases, lead to dismissal. • Mentored other team managers dealing with performance or behavioural issues, and created various documents for these processes which were adopted by other management teams within Zurich.

Swindon, United Kingdom

Promoted to manage a team of 18, whose function was to be single point of contact for internal teams, Sales teams and IFA’s in Scotland and Central London. Initially, core behaviour issues impacted on the overall team delivery eg. call length, ability to complete all tasks allocated, and accuracy. Monthly, quarterly and year-end reviews conducted, identifying individuals potential, behaviours, performance, talent and training/coaching needs. Controlled and prioritised workloads, planned resource for team and wider teams doing similar role.• Identified talent, and promoted 1 team member to Overseer. • Challenged and resolved 4 team member behavioural issues, within 3 months, and achieved team targets.• Additionally performed disciplinary meetings with 1 further team member.• Improved call flow and reduced abandoned calls by 40% working with other team managers, changing call routing and providing dedicated bespoke training to staff from an external company.• Achieved CF3 qualification, and competent within 6 months of joining the training and competence scheme. • Lead work stream group to challenge process and implement improved procedures. Result was time saving of 5 minutes on outbound calls, also removed activity duplication.

Swindon, United Kingdom

First step into supervisory role, worked closely with the team manager. Prepared Management Information reports for Manager and Director on team performance and resource against team targets. Performed call quality monitoring, identified and addressed any training issues, prepared objectives with individuals and reported back to the Manager.• Developed team members and recognised talent for possible promotion. • Observing then conducting interviews, providing Manager with documented assistance in capability and poor performance issues. • Successfully controlled project on behalf of the Director with a team of 4, providing detailed management information and reports. • Contributed to the management teams’ goal delivery, identifying process changes and implementing them.• Success in this role proved by promotion to Manager.

Swindon, United Kingdom

Role below enhanced further to include support to Sales teams to achieve their targets. This involved the preparation of bespoke reports comparing products and funds from different product providers to use as sales aids, liaison between internal teams to resolve queries, and complaint resolution.• Assisted the manager with the team’s transition into this role and team. • Initially solely responsible for the ‘bespoke’ reports website, liaising with IT for implementation and training team members. • Deputised for Team Manager for 6 weeks, which lead to promotion to the next role.

Swindon, United Kingdom

Role similar to customer services administrator, being a point of contact for internal teams, Sales teams and IFA’s in Scotland and Central London. In addition, completed reconciliation reports for the Sales teams used to calculate sales targets and bonus results. • Excellent relationships developed and maintained, success proved by visits to the sales branches to meet IFA’s.• Continued development towards supervisory role, assisted management with quality issues in the team and training.

Swindon, United Kingdom

Prepared all new business application quotes for IFA’s including offshore policies, protection, pension and retirement solutions. Liaison with internal teams to provide specialist and bespoke quotes.• Trained to prepare the more intricate new business illustrations for IFA’s. • Quality consistently above target at 98% and deadlines consistently achieved. • Trained all new starters in the team. Deputised for Manager.

Swindon, United Kingdom

Worked closely with our internal sales consultants, IFA’s and underwriting teams to reduce the time taken between new business policies being applied for and the plan being placed on risk. • Developed strong relationships to ensure the prompt resolution of queries (internally and externally). • Quality results were 100% for the year. • Training delivered to all new team members, including on the job coaching and mentoring.

Swindon, United Kingdom

Received customers payments for their life and pension policies. Resolved queries from internal teams regarding post and allocation of customer payments. Prepared reconciliation reports and trained new team members.• I achieved autonomy to produce the reconciliation reports, and consistently exceeded my quality result targets.

Cirencester

Performed basic book keeping, through to profit and loss account and balance sheet. Liaision with clients to resolve queries and prepare Income Tax returns. Handled inbound calls from clients, worked the switchboard and completed reception duties.

Education record

Education record