Louise Cornforth Email & Phone Number

Leading a team of 11 claims handlers to provide our customers with the best possible experience in the worst possible situation our customers can find them selves in.

Middlesbrough, England, United Kingdom

Experienced customer operations specialist with a strong operational and customer focus. Providing leadership to a team of operations SME's

Teesside

Subject matter expert working on a large scale transformation project specialising in Contact Centre operations for our AXA and Swiftcover home and motor brands that utilises Telephony, chat, social media and email.Responsibilities include;-Act as a point of contact between the project and operations/department managers-Gather requirements for back office IT changes such as system enhancements, script changes, MI Changes and process changes-Gather non IT related requirements such as agent training, communications, Underwriting updates, team huddle packs, quality and audit changes.- Working side by side with business change team to ensure smooth delivery-Delivered a successful launch of 2 new AXA and Swiftcover motor products to operations and subsequent renewal migration -Delivered a successful launch of 3 new AXA and 2 Swiftcover Home Insurance products to operations- Deep understanding of not just the contact centre but also product, compliance, conduct, internal systems and underwriting - Challenge ideas when needed to ensure new processes and ideas are suitable -Agile working - Working with a large MDT team such as UW, Pricing, compliance, product, business analysts and senior management -Producing MI when required and utilising it when making decisions - Analysing customer failure - Undertake BAU tasks for other smaller projects as and when- Improving customer FAQs to help customer self serve- Improving the back office journey to help both customers and front line staff

New Business and Renewals Home/Motor Team Assistant Duties include;-Deputising for the team leader -Assisting in management of the team such as 1-1s, absence, conduct etc- Coach and mentor new apprentices and those wishing to develop -coach the team to hit company KPIs and personal objectives- Conducting audits- Feedback- Conducting escalations/managers calls/dealing with complaints - Point of contact for other renewals and new business agent’s for underwriting and process queries and any premium write offs - Setting up new business and dealing with renewals for home and motor customers- Assisting in the development of new starters-Involved in different projects/workstreams- Currently working on the AXA transformation project working as a operations subject matter expert. Working in a fast paced agile environment with constant change and development.

Direct motor and home sales, renewals and IDD teamStrong performer in quality, performance objectives and customer service.Experience in various auditing, proving feedback on call handling, individual performance and audits. coaching individually and in a small group on call handling/processes and underwriting and conducting escalations/complaints. Knowlagable in underwriting and internal procedures.Involved in various internal projects working with different areas of the buisness.

Middlesbrough/Teesside

Middlesbrough

Completed the Certificate of Insurance (IF1,IF2 and IF3) as part of the apprenticeship with AXA Direct based in Teesside~July 2017 to June 2018 Inbound motor sales which involved setting up new contracts of insurance to new and existing customers I have been involved with projects working on my own and other colleagues. Member of the Chartered Insurance Institute (Cert CII)Completed the level 3 Insurance Practitioner Apprenticeship Knowlage of both personal and commercial lines insurance.

Education record

Cert Cii, General Insurance/Underwriting, Pass

IF1, IF2 and IF3

Education record

Education record