Louise Eley Email & Phone Number

Redhill, Gb

Reigate, United Kingdom

• Led a team of 8 lifetime mortgage administrators supervising the work allocation to achieve KPI's and quality targets as well as ensuring all SLA’s were adhered to.• Took ownership of escalated case situations using a controlled approach by gathering evidence to understand the issues to achieve positive solutions in a confident, reassuring manner.• Conducted regular 1-2-1’s, half yearly reviews and team meetings to motivate, develop and provide objective feedback to maximize performance and drive team engagement.• Responsible for collating all team stats and figures to produce monthly MI reports for higher management.• Implemented a structured approach to call monitoring using Redbox recording software to ensure regulatory compliance, customers were treated fairly and implement improvements to processes.

Reigate, United Kingdom

• Oversaw and mentored the training of new team members and ran regular workshops for new field based retirement advisors on all administration processes.• Worked in conjunction with the QA Team to ensure high quality output and identify training issues.• Documented procedures and processes.• Provided legislative and regulatory guidance and on-the-job coaching to the team.

Reigate, United Kingdom

• Ensured all applications received on a daily basis were processed and handled efficiently all the way through to completion.• Effectively communicated with clients, solicitors, lenders and financial advisers on a continuous basis using all forms of correspondence in a professional manner.• Used the CRM system to organize, manage, and monitor the progress of activity queues.• Performed Experian Anti-Money Laundering (AML) checks.• Worked through valuations from the VEX exchange which involved seeing if any reports were required as well as checking the valuation and rebuild cost matched the client’s estimates.

Reigate & Redhill

• Previously at Kimberly Clark Head office in Reigate and then located at Gatton Place in Redhill.• Based on the main reception providing guidance and information to clients ensuring they were signed in according to agreed security procedures.• Directed telephone callers from the busy switchboard to appropriate departments and staff.• Organisation and setting up of meeting rooms, monitoring of CCTV cameras.• Ordered taxis and couriers promptly when requested and notified recipients of parcel deliveries.• Assisted the post room when required and ensured that outgoing correspondence is dispatched in a timely way.

South East, United Kingdom

• Based in a variety of sites and positions across the South-East dealing with the general public.• Revenue Inspector: based on trains checking rail tickets and issuing of penalty fares.• Customer Services: based at various mainline stations as a point of contact for passengers to offer travel information, help and advice.

Woodhatch, United Kingdom

• Based at the Angel Public House in Woodhatch providing assistance in a variety of areas.• Responsible for stock control, organising staff rotas, checking deliveries, serving and dealing with the general public.• Successfully completed ‘GQAL Level 2 Personal Licence Holders’ certificate.

• Situated in the main call centre covering the whole of England dealing with all aspects of bus travel.• Duties included receiving queries on bus travel plans with relation to routes, times, cancellations and complaints.• Progressed quickly into a supervisor role for the South-East section looking after the largest team in the call centre. This involved being a main point of contact for escalations and assistance along with providing training to team members and monitoring SLA’s.

Education record

GCSE's in English, Maths, Geography, French, Science, and Business Studies.

Education record