• Operate a caseload of 20+ cases whilst also taking on additional work which contributes to divisional goals• Provide a dispute resolution service between financial firms and customers using relevant industry rules and good practise – seek out my own learning opportunities in order to acquire advanced knowledge• Frequently acknowledged for high quality of work by managers and customers• A product expert within my division responsible for carrying out quality checks and providing support to adjudicators.• Responsible for upskilling 5 adjudicators in short term lending – each completed accreditation within the allotted 8 weeks• Lead a review of quality checks from December 2017 to February 2017 in order to collate feedback for senior managers which identified specific training needs within the division• Identified key issues with claims management companies at post-assessment stage which resulted in a 33% drop in the number of complaints waiting to be reviewed by ombudsmen• Presented a new post-assessment case handling process to 150 senior leaders and colleagues during a “Here to Help” event• Working with managers in “Applying Our Approach” sessions in order to upskill two divisions in key skills including - critical thinking, gathering information and explaining rationale• Worked closely with lead adjudicators to deliver view writing sessions which led to a 15% increase in satisfaction with feedback after resolution from customers