Layla Heard Email & Phone Number

London Area, United Kingdom

Managing the claims team, dealing with peer reviews for direct reports, dealing with complex claims like potential fraud or potential declines, providing training for the team and giving feedback on any errors, making suggestions to improve processes and finding solutions to any potential process issues.

London, United Kingdom

Reviewing non standard claims escalated from the claims team. P2P claims. General claims support.Making process improvement suggestions and using my previous knowledge to find better ways to work

London, United Kingdom

Dealing with customer queries via Zendesk, both emails and live chats. Also speaking to customers on the phone.Looking onto charge backs and lodging evidence via Stripe.

London, United Kingdom

Assisting with general day to day office work including data entry, emailing clients, filing, franking mail and scanning. This was a temp job via Adecco.

Portsmouth, United Kingdom

Responsible for the successful delivery of projects within the retail division of Markerstudy. These were a combination of new products, relaunches and process improvements.This includes creating project plans, liaising with Software houses and insurers. Also dealing with both External and Internal Stakeholders. Organising Stakeholder meetings and fortnightly steering calls. Making sure that all teams were lined up to do their work and adequate testing is booked in. Making sure that all requirements were gathered and that the training department had what they needed to roll out changes to the rest of the business. One of the biggest challenges was influencing the SMEs as if they believed they were beneficial they could make sure the teams stayed positive.Delivered Projects: MasterQuote vision - New telematics brand using dashcam as its USP.  Drivology- Relaunch of product including migration from SSP to CDL strata as software house.  Only Young Drivers – Moving the product from its existing call centre to Markerstudy.  Batch renewals process – Process improvement meaning the system automatically renews policies reducing FTC Account on File – Process improvement We can now auto renew card paying customers and also collect debt easier. Solent NHS staff portal – Advertising our brands on the portal to generate sales. Autonet exit – Migration of their telematics product from our call centre to their own.

Portsmouth, United Kingdom

I was responsible for gathering requirements for projects. This included web mock ups, document mock ups, new process flows, liaising with training and script mock ups. Also creation of UDPs for CDL self-service portals. Liaising with Stakeholders to make sure they understand the project and get their requirements right. CDL Migration project: We migrated a book of 65000 polices from one software platform to another (CDL classic to CDL strata). This project was completed within a seven month timescale as we needed to make sure we were compliant with FCA regulation changes. I made the following money saving suggestions, which led to me being named one of the Top Performers in 2016: Increasing the cost of at cost optional extras as we had been making a loss since the IPT changes. Streamlining the amount of affinities we had on home and motor and rebranding our goods vehicle. This simplified UAT and live validation reducing testing times. A full document review to make sure all documents were necessary and reducing the amount we had. Encouraging the use of pull-ins and modules within the documents so it was quicker to make changes and again reducing the time needed for UAT and live validation.

Portsmouth, United Kingdom

I worked within the Operational Improvement department, checking that when a change was requested, to improve products or services, that all documentation, websites and software was working correctly and with correct changes.Creation of test plans and overseeing project changes. Looking at change requests and estimating time needed to implement them and if they are actually viable.Also designated DSE assessor for my department.

Portsmouth, United Kingdom

My main role was managing renewals that had not been processed through the automation tool. This meant I spent a lot of time troubleshooting. I also had to respond to customer emails and postal queries.

My role was to take inbound calls from customers about their pet insurance. These varied from claims queries, mid term adjustments, renewal queries, setting up policies for new customers and general customer service queries.

My role was to offer inbound calling customers quotations on their car and home insurance. We worked on behalf of companies such as Asda, American Express and Admiral.

Portsmouth, United Kingdom

Making sure the store was always adequately stocked and generally managing the store in the manager’s absence.Responsible for the management of KPI’s along with the store manager.

Chichester, United Kingdom

As customer service supervisor I had a strong involvement in how the team worked. Making sure the store was always adequately staffed and within the wage budget. Recruiting staff and being involved in their probation and yearly appraisals. Training the staff so they could offer great customer service. Also running the cash office. Measuring staff on till performance, making sure till balanced and low void levels.I managed the store in the manager’s absence.During this time I went on management training courses including HR, time management and communication.

West Sussex, United Kingdom, United Kingdom

Maintenance of the chilled section, including stock control for bread, milk and fresh produce. Maintaining high standards of stock rotation, replenishment and quality checks. Duties also included running the store as a duty manager on a Sunday or selling white goods on the appliance section.

Cosham, United Kingdom

Covering tills and replenishing stock. I was the home shopping picker and covered the chilled section when the chilled supervisor was away.During this time I completed NVQ level 1 and 2 in retail and stock replenishment.

A Levels, Psychology

A Levels in Psychology, Sociology and History. AS level in Economics

Gcse

GCSE's achieving A-C grades in English Lit & Lang, Maths, Science, French, Business Studies, Art, History & Design Technology