Air BnB Resort & Property Manager(Baja California, Mexico)January 2020 - November 2020Responsibilities:Responsible for running the Air-BnB siteDealing with accounting & books for the businessStock purchasingLiaising with guests & potential guestsRunning tours for guestsMarketing in local social media groupsSelling artwork for the owner (Californian artist)General maintenance on the property & gardens

SMEi Business Insurance (Marsh & Mclennan Group) Prospecting & Academy Team ManagerFebruary 2017 – June 2019Responsibilities:Manager in the Prospecting & Sales department of 75 + agentsBeing responsible for all HR processes such as sickness, absence & disciplinary proceduresCoachingPersonal development plans for all my direct reportersAuditing calls and actionsDaily reporting dutiesDaily accountability meeting with the Sales ManagerDealing with customer complaint Delivering both new starter and existing staff training sessionsDaily buzz sessions with the team & wider departmentResponsible for all new recruitment into the sales department

Investor Compensation (Mitchell Farrar Group)Claims Handling Team ManagerMarch 2015 – January 2017(Redundancy)Responsibilities:Manager of a department of specialist Claims Handlers (Involving sales agents, customer service agents & collections agents - up to 30 staff)Being responsible for all HR processes such as sickness, absence & disciplinary proceduresCoachingPersonal development plans for all my direct reportersAuditing calls and actionsDaily reporting dutiesDaily accountability meeting with the Managing DirectorPayrollLiaison with the banksLiaison with the Financial Ombudsman ServicesDealing with customer complaintsWorking on the business planCreating training material for new starters to the businessDelivering both new starter and existing staff training sessionsDepartmental planningDialler managementProblem solving for business performanceContinuous improvement projectsDaily buzz sessions with the whole contact centre

Bradford & Bingley / UKAR Team Leader in Secured Debt ManagementJune 2011 – December 2015(Redundancy)Being responsible for all HR processes such as sickness, absence & disciplinary proceduresEnsuring my team are hitting targetsPreparing for and holding team meetingsKeeping the team happy & motivatedEnsuring my agents a fulfilling their potential and enhancing their growth through personal development plansSetting incentives for my team as well as the departmentFloor walkingLiaising with numerous other departments headsA heavy involvement in the training of new and experienced staffManager complaint callsSME for the departmentCoaching / conformance through call listening