I am an experienced Team Leader with over 5 years’ experience in the financial sector.I am competent at delivering strong business results through excellent customer service, effective at coaching and people management.- Leadership. Team Leader within a fast paced collections call centre. Responsible for delivering department targets through 8 - 24 financial difficulties agents . Focused on coaching and engagement with a proven ability to motivate, develop and coach- Strategy Planning. Ability to generate ideas and implement change, focused on working collaboratively to drive business results whilst ensuring that regulations are adhered too- Service Management Delivery of all key performance indicators including service levels, quality adherence, and customer feedback channels- Change Management- Generating a climate for success by leading change in a fast paced environment.- Reporting and Governance. Familiar with working under FCA regulation, and ensuring driving quality and compliance adherence through large teams- Enhancements to Customer Journey. Reviewing the customer journey and implementing changes that improve the customer experience.- Back Office Management. Responsible for liaising with debt management companies, IVA and DRO via all communication channels