Nicki Willman Email & Phone Number

Andover, GB

Andover, England, United Kingdom

Andover, England, United Kingdom

Andover, England, United Kingdom

Hampshire, England, United Kingdom

• Accountable for the training and direct management of personnel, maximised productivity through ongoing performance monitoring and review
• Executed HR policies including sickness/absence monitoring and reduction; conducted staff 1-2-1s and appraisals, implemented performance improvement plans to enhance staff productivity
• Regularly analysed workload and team productivity to plan resources to ensure efficient departmental delivery
• Supported with decision making by collating, analysing, and interpreting data to produce a variety of reports, cascaded to the senior management team
• Undertook observations to performance manage members of the team, whilst ensuring all cases were worked accurately and in compliance with FSA Regulations, to ensure a fair outcome is achieved for both the Customer and.
• Facilitated training to new members and returners of the team, promoted upskilling and enhancing knowledge of existing team members

Hampshire, England, United Kingdom

• Drove colleagues performance by serving as trusted advisor Case Handlers, served as first point of contact for any issues or queries, followed up to ensure resolution
• Due to commitment and achievements, selected to undertake a secondment as an Outcome Tester for Acknowledgment and Logging Cohort
• Embraced CPD by undertaking training as a Furthers Case Handler
• Managed and appraised previous reviewed cases where customer has provided additional information or raised further complaint points. Performed in-depth investigations on the validity of the complaint and establishing.
• Part of the Litigation Team tasked with checking case outcomes, re-reviewed complaints which were subject to litigation
• Drove productivity by creating and embedding new process for reporting outcomes of Litigation review, saving time and minimising unnecessary work

Hampshire, England, United Kingdom

• Managed and investigated complex PPI claims and complaints; liaised directly with customers to collate and analyse information to enable a thorough and unbiased investigation, ensured a complete record of all.
• Built a detailed investigation using the customer’s testimony, evidence held on file and rationalised any decisions made and calculated any redress due where required
• Closed cases and produced a final response letter to customers to detail findings
• Produced a reasoned report detailing investigations and conclusions in line with authorisation levels achieved, provided a full audit trail for the client and the industry regulator
• Met all set SLA’s in line with required quality and output standards and work efficiently within strict time scales set out by the regulators
• Undertook numerous secondments to train and support teams transitioning between workstreams and new starters in various Lloyds Banking Group sites nationwide

Hampshire, England, United Kingdom

• Employed strong communication and influencing skills to establish relationships with customers
• Gained insights into their needs to provide bespoke solutions

Andover

• Supported with revenue generation and market needs by performing expert analysis into customer spending patterns, needs and key motivators within office supplies tenders
• Oversaw and set pricing and margin strategies, ensured alignment to customer expectations and company strategy

Andover, Hampshire

Trained in the use of Retail-Link Walmart web based stock management systemAnalysing EPOS Sales data obtained from various leading retailers Implementation of automated systems to obtain EPOS data Design and management of EPOS Analysis modelCold calling retailers promoting licensed children’s greetings cards rangesFollow up and management of internet.

Upper Clatford, Hampshire

Education record

Education record

Education record

Education record

Education record

Education record

Education record