Sally Griffiths Email & Phone Number

United Kingdom

Peterborough, United Kingdom

I work with clients who need their staff to have relevant, usable skills in conversation management and fraud detection so that fraud targets can be met or litigation averted whilst maintaining exemplary customer service.In the counter-fraud arena, mindful of the tendency for trainees to experience ‘skills fade’ if left unchecked, I also work with fraud managers to promote a culture of on-going coaching and mentoring and put in place sustainable quality assurance programmes. The result is that skills acquired during training are continually maintained and developed internally with long-term benefits for both staff and the business.

Peterborough, Cambs

I was responsible for company-wide training and consultancy, including product development, training delivery and quality assurance.Understanding the importance of meeting fraud savings targets whilst maintaining customer satisfaction, I worked collaboratively with clients to provide complete transparency of Management Information (MI). Meetings were regularly held where MI was accurately measured, analysed and shared to keep SLA’s and targets on track and to identify and action trends. In order to recognise the expertise of both internal and external staff, I successfully achieved accreditation for VFM's New ERA Conversation Management course from the University of Portsmouth's Centre for Counter Fraud Studies.Shortly after, we launched VFM's first professional qualification course - ACFTech (Accredited Counter Fraud Technician), in order to promote the technical knowledge of staff and demonstrate our commitment to their ongoing training. All customer-facing staff at VFM qualified as Accredited Counter Fraud Technicians within two years of launch.

Peterborough, Cambs

I headed VFM’s team of trainers that was gradually growing in size to accommodate the increasing demand for quality conversation management training termed ‘New ERA’.I also delivered presentations industry-wide at seminars and conferences to demonstrate the benefits of New ERA and conversation management techniques in achieving effective counter-fraud defences at the frontline without jeopardising customer service.

Peterborough, Cambs

As more and more clients began to realise the benefits of a well- structured, well-trained conversation management process, demand for VFM to establish itself as a third party claims administrator grew. As a result, I took on the responsibility for designing and delivering all internal training and mentoring with the aim of ensuring that nil settlement targets and ROI were continually met or exceeded for our clients.

Hitchin Hertfordshire

Recognising the difficulties faced by claims handlers across the financial services industry, myself and two others took the principles learned at Thomas Cook and built an industry wide solution, termed ‘New ERA’, based on conversation management techniques. Insurance and banking clients required our help to train staff in learning how to hold meaningful conversations and identify and manage risk in claims. This resulted in more confident and competent staff, improved customer service and a marked decrease in the payment of fraudulent claims.

Thorpe Wood, Peterborough

Acting as a French-speaking investigations officer, I initially dealt with claims for Travellers Cheque refunds dealing with customers all over the world.I also managed all litigation claims for loss of cheques and liaised with lawyers in France, Germany, US, Canada and Scandinavia to prevent spurious claims succeeding at Court. I prepared case files, instructed legal counsel and attended hearings for UK-based claims. The cost of paying out fraudulent claims and the difficulty experienced by investigators in establishing facts and making quick decisions over the telephone led to our team designing and developing a new conversation management process with forensic psychologist, Dr Eric Shepherd. Using a combination of telephone communication skills and applied psychology, this was to be the world's first desktop fraud screening process. Its success was instantaneous with customers ‘finding’ their missing travellers cheques or withdrawing their claims in numbers never before seen. Following implementation, I assisted with training and mentoring of conversation management techniques to refund officers (‘primary screening’) and claims investigators (‘secondary screening’) and became a Thomas Cook mentor.

Level 5 Diploma In Learning And Development

Ba Hons, Law And French

Activities and Societies: British Sub Aqua ClubFrench and Law Combined Honours degree

Education record