Kerry Walters Email and Phone Number

Drive and identify new waste schemes to support clinical and corporate groups to achieve their financial targets.Attend local waste reduction boards.Work with nominated GDO’s and Triumvirates to drive performance, challenge, manage project delivery and risks.

Within this role I am responsible for progressing mortgage applications handed over from frontline consultants, carry out income validation checks, credit scoring, basic underwriting (NLA1) and packaging applications for Mortgage Advisors. • A very good knowledge of company lending policy and how to use this for assessing applications, validating income & appeals.• Progressing applications via handover from frontline consultants, continuing the customer journey ensuring they have an on-going positive customer experience.• Managing the relationship with customer throughout their application journey, being a main point of contact for queries, identifying any other product opportunities & making customers aware of them. • Working closely with support teams within the Mortgage Telephone area, Validation & Underwriters.• Having a high numerical skills ability to ensure I can correctly assess applications, validate income to ensure I give efficient, accurate decisions to customers and meet performance standards.• Basic underwriting, credit scoring, income validation and application packaging for MA2 or Decline Appeals to MCSU.• Having received by CeMAP qualifications, I can also use this within my role where applicable.• A self-managing role that also required organisational & time management skills which is an essential attribute in order to be successful in my role.• Focus on getting it right first time, each time for our customers, managing expectations & delivering great customerexperience.• Handling customer complaints through to resolution. Identifying root cause and where applicable providing feedback to respective areas.

In this role I was responsible for representing the Santander brand by being first point of contact for Select Customers.• Focus on the customer journey, being the first point of call for Select, I represent Santander & the Select Service.• Ensure that the customer experience and journey is in line with brand, Simple, Personal & Fair.• Identify any opportunities for customers to benefit from other existing products, new products and provide lead generation for other Financial Planning options.• Deal with customer queries from beginning to end, inclusive of product applications, general queries and complaints.• Ensure that any information given to customer or actions taken based on query is compliant and in line with company and regulatory policies. • Focus on getting it right first time each time as well as working with other members of Select such as Select Advisors or Branch colleagues to ensure smooth customer journey. Provide any constructive feedback where required to support development and highlight any training opportunities for colleague and myself.• Risk champion for my team whereby I regularly carry out analysis of any team Risk/Ownership fails, discuss in team meetings of adhoc buzz sessions to identify areas of improvement. Also help new or returning team members with Risk Questions and Scenarios to ensure they are confident with what Risks are, their responsibilities and ID&V.• Deputise in Team Leader absence by chairing team meetings, holding ad-hoc buzz sessions and liaising with Business Operations Manager for any business or team updates to then cascade/roll out to team.• Created an individual performance tracker using Excel to help track & manage current and rolling performances for commercial objectives against targets, which has been adopted within team.

I worked, self-employed as Personal Trainer at PureGym and alongside this I ran my own Nutrition Business as an Independent Herbalife Member. Qualifications:Personal Trainer:Level 4: Lower Back Pain ManagementLevel 3: Exercise Referral & Personal TrainerLevel 2: Gym InstructorOther Qualifications: Fat loss methodology ie specialising in hormonal imbalances and fat spot reduction.I am qualified in various class instructing such as Spin, Tone and BodyPump.I have also completed and competed in Body Transformation competitions. Weight loss coaching and weight management alongside Herbalife weight management products.Facebook "Kerry Walters International"

Medium Enterprise Team Manager: June 2009 to June 2013 (British Gas Business)I previously managed a team of 11-13 Customer Account Executives who are each responsible for individual portfolios of c750 High Value customer accounts. My duties involve:• Performance, Attendance & Behaviour Management in accordance with HR Policies• Weekly Coaching sessions & Monthly development 1-2-1’s with each Executive• Quality checking of work processes – calls, emails, customer correspondence • Regular business improvement projects to improve service to customers • Working with stake holders from other departments to improve service functions that support my team’s ability to service their customers.• Ensuring that each Executive is fully compliant with industry regulations and arranging appropriate training where required.• Recruitment when vacancies ariseKey Achievements within role:• Consistently achieved High Performance against both Core Targets & Behaviours • Increased Agent Quality scores by 10% within a quarter through collaborate quality monitoring & best practise sharing with training & quality teams. • Successfully increased Smart Meter Lead generation by over 300%• Successfully project managed the delivery internal training comms, new starter training packs and online user guide for new online energy management tool at British Gas.• Delivered a 20% reduction in aged debt within the Medium Enterprise portfolio through joint project with Credit Business Area.• Identified potential increase in complaints issue due to back billing and successfully set up project team with three different business areas to mitigate complaints, collect payments and set up Payment Plans.

Collections (Various Roles) Team Manager – June 2005 – June 2009British Gas BusinessManaged a team of 10-12 collections agents and a portfolio of approximately £4m in outstanding receivables with an associated Bade Debt Provision of £1m. Worked in Frontline Collections, Ownership Collections and Final Collections. My duties involved:• Coaching & developing both on a 1-2-1 & group basis• Rotational management of the Business Area “Dialler System”• Collaborating & building working relationship across various business areas to support in departmental objectives.• Decision making for External Debt Collection Agency referrals• Third Party relationship management of external agencies and offshore support centres for Debt Collection / Complaints & Correspondence management.• Group coaching to integrate team working & building skills• Quality Assurance/Monitoring of work is of business compliant and processes are adhered to.Key achievements within role:• As Frontline Manager, I successfully implemented performance scorecards (reporting suites) using Microsoft Excel within six months of introduction which lead to departmental increase in performance output.• As Ownership Collections Manager I was Team Manager of the year 2008 (in which I was the first manager to successfully collect £1m+ in Card Payments and won a trip to Iceland• Nominated for Credit Today Award 2009 for best performing Team Manger 2008 (Aged Debt Collection/Reduction and Highest Credit Card Collection.• Successfully completed diploma with Institute for Credit Management