Sandra Gardner Email & Phone Number

Hamilton, Scotland, United Kingdom

Responsible for reviewing, amending and writing all change procedures into a readable format for a multitude of users in a customer friendly format. Gain sign off from legal and compliance and local SME’s. Manage own workload seeing processes from beginning to end , able to work collaboratively as part of a wider teamCompetently use a variety of Microsoft packages to complete my role daily. Train new users to navigate/operate new content management systems. Engage stakeholders to ensure accuracy of content prior to publishing. Publish new content once regulatory sign off has been achieved.

• First point of contact for first direct’ s new telephony system from inception and delivered throughout the business engaging with stakeholders and end users.• Responsible for creating and maintaining various forms within external platforms for the business to meet regulatory standards for record keeping and analysis.• Completed call checks on work carried out by Stakeholders to ensure the business adhered to regulatory requirements and delivered feedback/coaching/bench mark sessions to align the business.• Completed quality checks on calls under check the checker to ensure accuracy in 1st line of defence checks.• Raw sampled calls taken across the business to highlight and mitigate risks, implementing script changes where necessary, suggesting improvements from calls monitored to existing procedures to ensure standards adhered too.• Provided monthly performance reports to Stakeholders highlighting any trends in behaviour, making recommendations for improvements and offering coaching/support for any issues arising from observations.• Carried out monthly bench mark sessions across site to ensure consistency in call scoring/coaching across the business.• Delivered training sessions where new systems/processes were introduced within the business.• Record, monitor and track any remediation work identified through sampling ensuring this was completed within set timescales.

Hamilton, Scotland, United Kingdom

Inbound and out bound call handler for a variety of roles:mortgages (pre advice), personal loans, credit cards, insurance products, bank accounts, savings products. Handling all call types within these areas to a high standard put the customer at the heart of everything I done. Provided support and coached new recruits into mortgage and lending area to ensure competent and ready to take calls unsupported at a competent level. Inbound call handler dealing with all aspects of customers banking whilst adhering to banking regulations and tight KPI’s in a customer solutions driven environment.