Sam Goodwin Email & Phone Number

Gloucester, United Kingdom

I am currently in the midst of my notice period as I was made redundant on 31 July 2015.Summary of role: My duties include working closely with Team Managers within the department, as well as working effectively with internal departments, clients and Account Managers. Further to this, I identify and conduct training at all levels within the department, as well as continually reviewing processes and procedures to ensure they remain focused on Treating Customers Fairly (TCF).• Assist with management of complex claims within my authority, in line with audit requirements• Efficiently and cost effectively advise, negotiate and settle claims within designated authority and agreed service standards• Act as referral point, providing structured coaching sessions to develop skills and knowledge within the team• Identify training needs and deliver training where appropriate• Complete root cause analysis utilising all available management information and provide effective feedback to improve service and customer outcomes, ensuring they are recorded appropriately• Maintain excellent relationships with key departments and developing key contacts with clients• Assist teams to achieve best possible results for the department• Monitor team performance and ensure performance and quality are maintained at a consistently high standard• Consistently review processes and procedures to improve team performance and efficiency ensuring TCF is fully embedded• Provide regular feedback to Team Managers on team performance and any issues that may occur.

Gloucester, United Kingdom

Summary of role: Managing a team of Claims Assessors and Technical Claims Assessors within the Creditor Insurance Department.• Allocation of work and provide assistance to all members of the department, as necessary• Liaise directly with clients, account managers and other departments• Meetings both internally and externally, with and without clients attending• Carry out relevant training for both new and existing members of staff• Conduct individual performance reviews and ensure high levels of customer service are provided at all times, service level agreements are achieved and that all staff are compliant with treating customers fairly• Monitor Assessors performance and provide feedback• Initiate ideas on efficiencies to assist with a smoother running of the team and system, which includes the write up and test of technical specifications for the in-house system• Conduct a full review of all claim forms in order to ensure they are consistent with each other as well as ensuring they meet UK and Irish regulationsIn September 2012, I completed an intensive study course and following an examination, achieved an Accreditation (APA) in Consumer Credit for Ireland. In order to continue with my accreditation, I am required to carry out additional studies and tests throughout the year.In March 2013, the board of Directors asked that a team was put together, from different offices, to visit one of our European offices in order to conduct a review of their processes. In view of my experience, knowledge and loyalty to the company, I was part of the team. I was instrumental in producing a section of a report, which went to the company board of Directors. The report outlined improvements and efficiencies required within that office in connection with their procedures. A number of these processes have been filtered through to other offices in Europe to assist with streamlining their procedures.

Gloucester, United Kingdom

Summary of role: Training of Claims Assessors and call takers within the Creditor Insurance line of business.• Create relevant training planners and train members of staff on claims assessing and taking phone calls• Learn new processes and implement them within the relevant team(s)• Assist with the relocation of the business from Middlesex to Gloucestershire, which involved training of new staff for all Creditor Teams.In 2008, I relocated to Gloucestershire with the company and continued to carry out training for new and existing team members.

Harrow, United Kingdom

Summary of role: Manage a team of Claims Assessors within the Creditor Insurance Department.• Allocation of work• Liaising directly with clients, account managers and other departments • Assisting members of team and other members of the department when necessary• Meetings both internally and externally, with and without clients attending• Dealing with service providers in relation to works carried out on our behalf• Carry out relevant training for both new and existing members of staff

Borehamwood

Summary of roles: Taking telephone queries from customers and clients, which involved some problem solving, as well as paying of claims. Allocation of work to other team members, working to deadlines, co-ordinating the Complaints Database and monitoring complaints progress. Training members of staff (new as well as existing), liaising directly with clients and assisting members of the team and other departments. Looking at ways to be more efficient within the department.

Brentwood

Summary of role: Take food orders over the counter or phone, making up the orders and delivering food orders to customers, including the handling of cash and cheque payments.

Brentwood

Summary of roles: Dealing with customers, both over the telephone and in person at the office counter, for queries relating to insurance quotations, amendments to existing policies, recording information relating to new and existing claims and issuing of insurance documentation.