Analyse customer feedback to discover pain points and collaborate with senior management to develop targeted improvement strategies Transform data insights into comprehensive reports tailored for stakeholder/client engagement Facilitate the training/development of incoming and current quality analysts Enhanced workflow efficiency by optimising processes and delegating tasks to match team member skills Coordinated and led on past and ongoing projects including, site-wide new system implementation, KPI focused projects identifying drivers of AHT and soft skill development

Consistently achieved 100% settlement of claims within regulatory timescales Trained in applying legal principles and case law to assess and decide liability in motor claims Developed strategic approaches for managing third-party solicitors and insurance firms contact for best customer outcomes Built relationships with independent third-party suppliers to allow negotiation and mitigation of claim costs

Conducted thorough inquiries and examinations into suspected fraudulent activities Contributed to high profile fraud investigations preventing losses of up to £100k Analysed and reported on fraud trends to support in continuous improvement for fraud detection systems