Sam Foster Email & Phone Number

Derby, England, United Kingdom

Milton Keynes, United Kingdom

Milton Keynes, United Kingdom

• Currently seconded as Team Leader to manage a team of 8 General Insurance Experts. Responsible for team delivery against performance targets and improving customer satisfaction through monitoring Net Promoter Score.• Selected by management and peers to be a Team Mentor, to assist in leading the team, coaching, training, driving sales and productivity, and deputising as Team Leader on several occasions.• Handled escalated complaints from the team, ensuring the best outcome for the customer and the business. • Trained and coached new GI Experts, enabling them to navigate business systems and handle customer queries. Supporting them as they moved from the training classroom onto live calls, where I provided consistent side by side coaching to ensure high quality customer service.• Created and monitored wallboard statistics through Contact Centre Client, upskilling my managers on the system to drive productivity through monitoring service levels.• Proactively identified challenges and discrepancies on Countrywide Insurance websites and other marketing material, highlighting the errors and liasing with marketing and developers to make important changes.• Chosen as a representative for GI on numerous projects to drive business performance and increase cross sales. Working effectively across a range of stakeholders including Conveyancing, complaints and communications.• Known as an advocate of learning and development, invited to attend a Train the Trainer session and assist with interviews for GI Expert candidates. • Providing high levels of customer service on both inbound and outbound sales and general customer service calls to landlords, residential home owners and tenants

• Analysing customers’ financial situations and offering the best payment solutions or alternative support.• Assisting customers with queries, disputes and complaints over the telephone.• Performed consistently to meet performance standards set by the department along with hitting monthly KPI’s and targets. • Performed collection calls on assigned accounts in their work queue, predictive dialler and inbound calls. • Participated in monthly management roundtables and feedback sessions. • In-depth knowledge of collections practices, regulations and procedures• Awarded an employee recognition award for consistent and positive customer service, highlighted by customer feedback.

• Developed and coached over 25 new Credit Controllers and created a 6-week training plan to bring the new starters into the business at a strong level on multiple occasions.• Writing and delivering the Pause for Concern Workshop, a communication stressing the importance of Information Security. Delivered 4 sessions for 100 FTE to Invoice Finance in Birmingham.• Creating several training packs and workshops to be rolled out across Invoice and Equipment Finance including managing your day training packs, escalation and high risk ledger workshops • Creating and delivering workshops to improve colleagues IT skills ranging from Microsoft Office to Bank used systems in a classroom environment and via remote desktop/conference calls.• Consistently ensuring calls made by Credit Controllers are to a high standard by monitoring 6 phone calls per advisor per month, averaging 140 calls sampled per month. Delivering coaching where necessary to support development and under performance on a 1-2-1 and group basis.• Evaluated calls for E-commerce advisors, delivering feedback and coaching to colleagues.• Ensuring all the operating notes and processes are correct and up to date on the HSBC intranet.• Creating and delivering workshops to improve colleagues IT skills ranging from Microsoft Office to Bank used systems in a classroom environment and via remote desktop/conference calls.• Technical infrastructure trouble-shooter for the business area, assisting managers and colleagues with numerous IT issues such as difficulties with popular suites including Microsoft office as well as WebEx meeting services, printer and browser connectivity.• Writing annual MOT tests for 400 FTE across Birmingham and Worthing to ensure a consistent approach is taken throughout the business area.• Facilitating Tone of Voice Workshops, cascading key messages from Learning & Development and improving the quality of communications across Invoice Finance.

• Dealt with escalated customer complaints, logging and resolving complaints by solving problems and offering compensation when necessary. Liaising with John Lewis stores, higher management and several different departments to ensure the needs of each customer are met. • Floor walked, helping Call Centre Advisors to solve problems and maintaining a high customer service. • Produced weekly rotas to help manage my team effectively, ensuring that tasks are rotated to promote employee engagement within John Lewis Financial Services. • Completed monthly audits to ensure all complaints were being logged correctly to FSA Regulations within the team. • Developed a training pack for new starters and continued to coach them through their progression.• Deputised in my manager’s absence on numerous occasions, ensuring team objectives were being met and behaviours were consistent, meeting core standards.• Chaired monthly team meetings, facilitating discussions around agenda items and steering the meeting to time restrictions.• Nominated for ‘star of the moment’ employee recognition award numerous times.

Education record

Education record