Sandra Allan Email and Phone Number

A highly experienced and knowledgable customer services professional within Financial Services who has a broad and extensive expertise spanning organisational, branch and sales management. Has a passion for people development having coached, mentored and supervised throughout career ensuring delivery of business needs. Driven to consistantly provide results.Currently looking for a new challenge.Key SkillsRelationship / People Management: Proficient at managing all resources, to develop and facilitate excellent relationships to achieve goals both internally and externally to inspire an environment where the customer is always the priorityStrategic thinker /Problem solver: Able to analyse and manage business problems with a can do attitude using a systematic and pragmatic approach to all tasks Customer Service: Proven ability to positively influence customers and staff to achieve goals both internally and externallyCommunication: Eloquent communicators with stakeholders at all levels both verbally and in writing, with influential inter personal skills Project Management: A commercial flair and a clear understanding of meeting and delivering business requirements

Managed 40 staff and ensured customers received the best possible service whilst generating revenue for the bank. Embedded processes to ensure the branch consistently delivered 130% of target through motivating and coaching staff Managed risk by ensuring regulatory processes were followed by key members of staff thereby delivering a top risk rating in Edinburgh of 100%Through effective use of performance reviews and personal development plans, facilitated a culture of continual improvement and development of staff. Incentivising top performers by allowing them to undertake stretching roles in the branchCommunicated daily with the branch team, recognising successes, setting goals and gaining commitment for delivery

Proactively managed and drove continuous service improvement at all levels within branches in Edinburgh Region. Strategically analysed management information to identify areas of weakness, and successfully implement solutions. Established and maintained relationships with all stakeholders Through effective market research, and listening to customer feedback implemented and embedded effective initiatives to drive excellent customer service resulting in Edinburgh region being awarded top service provider in RBS during 2005Prepared and delivered service training from the top level through to Branch Managers and downwardsClosely analysed branch process reviews to ensure that customer service remained a top priority.