Job Duties:Supporting the devising of customer Remediation treatment strategies in response to issues and business risk events.Supporting the development of solutions ( Tactical & Strategic ) to limit ongoing customer detriment where a Risk Event materialises.Ensuring the process documents and work instructions are maintained to reflect implemented changes and appropriate training is implemented.Supporting in the planning and co-ordination of all Remediation activity.Identifying and drafting internal Remediation communications.Providing timely and relevant progress updates to the Project Manager and relevant stakeholders.Gathering, analysing and provisioning specific customer data to ensure the correct customer treatment path and communications are issued.Completing the data formatting for credit reference agencies to help source current customer addresses.Analysing customer response rates for several projects and updating the Project Manager and relevant stakeholders.Formatting data and completing Remediation communications for over 60,000 customer accounts.Analysing and providing ongoing resource planning to ensure and maintain efficient resources to manage influxes in customer contact.Analysing and formatting data for Operations to facilitate automated customer payments.

Job Duties:Interim Team Leader, Trainer & Subject Matter Expert.Analysing customer information to ensure credit accounts required remediation.Manually calculated redress on impacted accounts.Created bespoke letters on impacted cases and issued redress.Remediated all impacted accounts, identified and amended adverse effects on credit files.Assisted the team through generating Visio process maps and call handing scripts. First point of contact for internal departments on complex cases that require further investigation.Trained colleagues and stakeholders alike to manually calculate redress and handle all customer queries.Managed customer communication and queries via telephone, email and online contact forms.

Job Duties:Conducted comprehensive investigations into a variety of complaints, consisting of general motor finance, irresponsible lending & mis-sold PCP secret commissionsCreated bespoke final response letters on all cases; providing redress and/or Distress and Inconvenience (D&I) accordingly to the outcomeRemediated any adverse effects on accounts according with the complaint outcome; consisting of credit file amendments, fee reversals and refundsCompleted DSAR requests Investigated and responded to CMC/Solicitors regarding all mis-sold PCP secret commissions cases Liaising with internal departments, external dealerships and third party firms to ascertain further information to help with my investigation or to complete complaint resolution actions

Conducted comprehensive investigations into irresponsible lending complaint claims on loan accounts to conclude whether the client had provided credit in line with treating customers fairly.Action the required redress and rectified any adverse financial effects to accounts that the client had failed to meet fair guidelines and detail all findings and outcome in bespoke letters to the clients.

Forbearance Treating Customers Fairly Project:Conducted investigations into secured loan accounts that have fallen into arrears to establish whether the lenders treated their customers fairly in times of temporary illness, hardship or loss and referred findings for appropriate redress.

Worked within the Customer Success team to deliver first class customer care to our customers.Key Duties Included:Project Managed On-boarding SaaS for Enterprise ClientsF2F and Web-Based Software Implementation SpecialistF2F and Web-Based Software Refresher TrainerProject Managed Enterprise Clients Site Add-Ons Identified areas of weakness for training and up-sell opportunities and liaised with relevant departments todeliver the client requirementsEnd-to-End Complaint Management for Retention and Additional Business SalesSaaS Support Centre Guru

Contracted to help reduce the on-going complaint back log either through detailed bespoke letters or over the telephone. Initial contract period was for 3 months.Investigated often very complex complaints across the entire Swinton portfolio of varied insurance productsfrom Car, Motorcycle, Van, Motorhome and HomeConducted end-to-end investigations that included call listening, reviewing and speaking to all customer,staff and third parties involved to collate evidence to establish and ensure the correct customer outcomeManaged claims and customers disputing value and liabilityCreated bespoke final response letters explaining the outcome of the complaint along with suitablerecompense if requiredProvided quality control checks on Swinton colleagues and delivered feedback for continued training andimprovementUtilised my years of telephony experience to understand the customers needs and quickly identify andresolve the complaints within the Triage Telephony SLADelivered weekly Complaint Handling and System Training for the entire Branch Network of GeneralManagers of 28 stores

Specialist Response Team – Bereavement - SME (June 2016 – October 2016)Performing in-depth investigation analysis and processed redress of complex Bereavement accounts to offer bespoke refunds over multiple work streams which included but was not limited to Loans, Package Bank Accounts, Mortgages and Credit Cards, locating the correct beneficiary of a deceased customer.Key Duties:• Major input and influence with management department heads to help initiate the process maps for the new bereavement process• Redress accounts working end-to-end process• Influential as an SME to teach and guide the team to the correct resolution for the project• Completing bespoke redress calculations and complex tailored bespoke letters following an investigation into issues identified during a large audit of the bank’s accounts over various work steams that included but not limited to Loans, PBA, Mortgages and Credit Cards• In-depth analysis of complex accounts to locate bereavement documents to successfully identify if the account holder is deceased • Analysis action to locate and contact the relevant executor, administrator, next of kin or solicitor to finalise the correct refund to the correct party through bespoke letter generation and complex calls• Precise mail generation and call handling to handle all accounts • Liaising with both customers, solicitors and other bank departments to resolve all queries efficiently and correctly

CCA Case Handler / SME, Telephony Coach and QA (Feb 2015 – June 2016)Utilising key skills within the role has enabled me to successfully complete in-depth investigations into customer accounts to deliver a thorough customer explanation and complaint resolution through customer service, complaint call handling and bespoke tailor made letters.Key Duties:• Redress and Remediation accounts working the complete end-to-end process• Conceived and initiated the ID&V tool and help sheets – to improve telephony performance scores and help protect customer data from being revealed to the incorrect customero Eliminated Authentication fails and improved Team Performance outcome from sub 90% to consistently exceed the agreed metric of 95% and above from September 2015• Managed all affected accounts within different statuses such as arrears accounts within IVA’s, Debt Relief Orders and Bankruptcy • Assisted and implemented tailored Training Guides and completed training and schedules for new and existing team members• Coach and SME - providing Floor Walking support, Call Listening and Side by Side Coaching to pin point areas of improvement• Coaching – Held Root Cause Analysis sessions with SSQA, identifying issues, trends and knowledge gaps and delivering focused coaching to resolve and deliver results• QA – Marked and quality checked cases and assisted in depth feedback• Responsible for handling the most complex customer complaints and management take over calls to get the most efficient and correct result for both the customer and the bank• Generated tailored bespoke project paragraphs for the telephony team to be used for final response letters and scripted telephony answers for c.98 Full Time Employee’s, that were signed off by Legal• Requesting customer personal data of account history to investigate complex queries for an efficient customer resolution• Provide team statistics and generate statistics and root cause analysis for management analysis

Helped conceive the sales strategy, targeted products, demographic and location with directorsHeld monthly director meetings for analysis and future business growthGenerated new business though cold calling and attending networking eventsConducted Office 365 Suite selling opportunities and training over Microsoft Teams

Identified and generated new business opportunities for targeted marketing in Excel magazine publications, whilst excelling in the digital marketing area.

Generated new business appointments for potential Chamber members, whilst generated up-sell and cross sell sales to current chamber members.

Account Managed the London and South clients and generated up-sell opportunities through web-based demonstrations of the accountancy software solutions. Also configured all software sales as per the client specification.

Nationwide Sales Executive and Freight Manager for all forms of commercial lighting.