Nikolas Bianchi Email & Phone Number

Milton Keynes, England, United Kingdom

London, England, United Kingdom

ClearScore's vision is to help everyone, no matter what their circumstances, achieve greater financial wellbeing. They started this journey by giving everybody access to their credit score and report for free, forever. By combining a brand which people trust, a product which is beautiful to use, amazing technology and deep analytics, they deliver a unique experience that helps people take control of their financial future. The Global Support team ensures that all customers have their queries resolved in a clear, calm, and concise manner. • Respond to escalated queries/complaints via email/live chat Additional support of Triage, Booking and Assessment processing duties as required for other operating divisions.• Carry out escalated queries/complaints over the phone on occasion and providing telephone support for vulnerable users.• Assist with the delivery of Customer Operations projects, using analytical skills to monitor progress and adjust plans as needed.• Form strong feedback loops with both internal and external stakeholders to build and maintain feedback loops between our users and the wider ClearScore team• Conduct specialist fraud calls with users who are members of our Protect Plus services, providing them with expert information to protect their identity.• Liaise and form strong relationships with neighbouring teams such as marketing and legal to assist customers with ClearScore promotions and regulatory queries. • Ensure I have expert knowledge on processes and regulations to action escalated complaints both to our general queue and also those sent directly to our CEO. • Maintain a solid knowledge of ClearScore’s offers, deals and products offered.• Performing weekly QA audits and ensuring constructive feedback is given on their work to our supporting agents who work from Mumbai. • Ensuring I have expert knowledge on all of our systems including Zendesk, Iovation, Blueshift, Domo, etc.

Brighton, England, United Kingdom

Study Group, a global pathway provider which offers international students the chance to study programmes that are specially designed, university-recognized courses. The Admissions department primarily assist the student to ensure they have the best possible user experience on their academic journey. Ensuring that queries from both student and their agencies alike are answered within SLA and within our quality assurance guidelines. Processing and analysing documentation from varied sources whilst maintaining fantastic relationships on a large scale enabling our partners to have the best desired outcome.• Effective processing of student applications and related materials in order to meet Service Level Agreements, primarily being Acceptances, Confirmations and CAS for the UK operating division.• Additional support of Triage, Booking and Assessment processing duties as required for other operating divisions.• Interacting with agents as required during the Admissions process and liaising with internal stakeholders to resolve issues as required.• Methodical use of systems (including Study Global, Pega, SMS) in order to accurately capture information and to ensure applications are processed appropriately.• Collection of appropriate payments before the issuance of CAS documentation agents• Processing of cancellations and associated financial adjustments as required.• Assisting with ad-hoc administrative or process improvement tasks as required, typically during quieter periods within the Admissions calendar.• Ensuring that all student and agent queries are dealt with within SLA and to the desired outcome of our partners to ensure the greatest possible experience.

Northampton, England, United Kingdom

➢ Working as a member of the Mortgage MSO Completions team my role is mainly focused on meeting heavy work volumes whilst maintaining excellent quality and efficiency.➢ Day to day responsibilities involve performance reporting, constructing work plans and shift rotas, dealing with multiple queries relating to various complex processes within the team, and being adaptable and aware to solve any problems the team or business may face.➢ Ownership of co-managing a team of 16 colleagues within the Mortgage Prime Servicing department of Nationwide Building Society. ➢ Through continuous engagement, coaching, the introduction of innovative strategies and processes, performance management and individual review, has positioned stores to consistently achieve against multiple KPIs, customer satisfaction scores and compliance metrics➢ Identifying areas for development in members of the team and devising structured learning plans to upskill and coach to increase performance and hit vital business targets.➢ Time management and strict organisation help me to meet tight deadlines for numerous customers and deliver associated responsibilities and expectations efficiently and accurately.➢ Adaptable to the fast-paced environment in the MSO Mortgage Completion team and reactive to constant changes to standard operating procedures (SOP) to suit business needs. 𝗔𝗖𝗛𝗜𝗘𝗩𝗘𝗠𝗘𝗡𝗧𝗦✔ Promoted at the beginning of 2019 into the Senior Advisor role where I was entrusted with more managerial responsibilities.✔ Deputised for the Team Manager in their absence, attending manager's meetings and ensured the team ran effectively and still hit all targets deadlines. ✔ Coaching and providing training for new starters ensures new colleagues feel welcomed and integrated, alongside having the correct knowledge, helping them feel part of the team, and confident in their role.✔ Being recognised as a PRIDE monthly winner for taking charge of my team in the absence of my manager.

Northampton, United Kingdom