I am currently consulting for a small finance house, I have developed and streamlined the company’s sales process, built strong relations with 3rd party suppliers to further enhance our productivity and reduce business overheads. As part of my role my team had to bring a new product into the market place, we developed the sales process, back office structure to ensure that the claim was dealt with proficiently, generated new business through 3rd party companies and in house marketing.

I had a great time working at Baines & Ernst, I unfortunately had to cut my tenure with the company due to family reasons. Massive changes were happening in the financial industry and being part of the team that planned, and executed the changes required was invaluable experience. The new legislation from the FCA made it a challenging time for everyone involved but through hard work, continues training and development, we saw improvements in our productivity.

In my role I was running a team of claims agents and helping run a team of claims handlers my main duties include:• Written and verbal contact with lenders when following up the claims process.• Maintaining daily reports of client cases• Monitoring calls for quality and regulatory compliance.• Continuous coaching through assessing needs. • Setting targets and KPI’s in line with the business plan.• Delivering targets and results.• Supporting and monitoring 12 agents in 2 teams.

Started a new PPI Sales team in the Stockport office built from the ground up to 10 members of staff, for a period of time I ran both sales teams across 2 offices Also helped to set up the Mortgage claims side of the business and integrate this across the sales team.

This was the start of my management career, i ran a team of 16 debt management specialists, ensuring monthly targets were hit and exceeded to deal with any staffing issues and to look at ways to improve the process to generate more business and make sure the customers experience was the best possible.