Since 1997, I have been accountable for leading and heading up a variety of Motor Damage Units, within an inbound environment. I am a strong and motivated Leader who has a successful track record of leading Customer Service Units. Responsibilities have included recruitment and performance management of my Unit, full responsibility of Budget control, coaching and developing my direct Team Leader reports, mentoring, nurturing an engaged Unit who are able to contribute towards achieving demanding KPI and service levels and feel involved and accountable for their contribution towards business objectives and goals. I am confident in communication with all levels of Management and staff and demonstrate excellent Stakeholder management skills. I have a good working knowledge of HR Policies and practices and conduct myself with honesty, integrity and professionalism.Proven track record of leading varied Call Centre disciplines over the last 17 years. Successfully winning the North West Contact Centre of the Year >100 seats in 2012, the following year winning Front line Team of the year 2013 and recognised as a finalist for Contact Centre Manager of the year 2012 and Contact Centre of the year finalist <50 seats finalist in 2015.Most recently I have led a busy and diverse Claims Progression Unit, circa headcount >70, consisting of inbound call centre teams, managing the claims progression of our Customer's repair journey and interaction with Repairer network, together with managing our Customers in alternative vehicle solutions whilst their own vehicle is in for repair. Also experienced in leading Back office teams dealing with more complex claims including Total loss, Power wheel chair & scooter claims and Outbound task management Teams.

Leading various Settlement Motor Damage Teams. Experience included performance managing teams to achieve a high performance business objectives, coaching and mentoring Claims Handlers, building a trusted, respected and engaged team and positively motivating teams to achieve business, team and personal objectives.

Managing a file allocation of Fleet Claims including Police Federation claims, following registration of the incident through to settlement and closure.

Supporting the Underwriters in Rate reviews/admin support within Head Office.