I joined Clegg Gifford working as an Account Executive handling Motor Trade, Commercial, Fleet and Taxi Policies. I helped set up the new Manchester Branch and was successful in achieving £250,000 in sales in the first few months.Due to the success I was quick to learn other products such as Commercial Combined, Fleet and Property, which has helped contribute to increase sales. My role has included travelling to other new branches for training or colleagues from other branches coming to me to set up their branches. I often provide telephone support for colleagues to help them with any queries they may have.I have travelled around the Manchester area promoting our brand and gaining new clients in my local area or attending self generated networking events in my own time. This has been successful, as I’ve managed to build up a network of clients, which I have provided insurance policies for.I’m on the committee for Creative Solutions and I’m a qualified mental health first aider for the Manchester office.I also represented the company at networking events such as BNI in Handforth and the Chartered Insurance of Manchester Award ceremonies.

CLAIMS CUSTOMER RELATIONS CASE HANDLER August 2021 – August 2022 (Secondment) I have put myself forward for this position last year as I wanted to try a different part of the business within Direct Line Group and I was initially successful for 6 month and this was extended for 12 months. This has involved dealing with complaints from customers who are dissatisfied with how their claim has been managed from First Notification of Loss (FNOL) or through the claim process and investigating their complaint and providing suitable resolution and any compensation that would be warranted. This has also meant that I have dealt with suppliers and other agencies whilst putting steps in place to restore our customers faith in our business. I have achieved 100% audit results and met my productivity targets. CUSTOMER SALES CONSULTANT March 2018 – August 2021 I have enjoyed doing various roles working for Direct Line Group handling motor insurance. This was working in a sales, service and retention role. My last position was working on an outbound sales team calling customers who have requested quotes on the website and helping them set up policies and answering queries. I also maximised my performance by using great techniques in cross selling to our customers whilst ensuring that they were aware of what they were purchasing. During my time at Direct Line Group I have also provided Team Leader cover including attending managers meetings and reporting on employee performance. I have completed call listening and given feedback to consultants. I have helped as a Subject Matter Expert helping new agents settle into their roles and supported them during their initial time taking calls. My MyCustomer scores were always in Gold/Green and I had great ability to flex to the customer and provide a friendly, understanding and efficient service.

• Development of new KPI dashboards to measure fee earner completing compulsory information on behalf of blue chip clients.• Daily, Weekly and Monthly KPI reports issued to clients to give an overview of claims submitted to the business.• Implemented version control of all guides and documents within the team to ensure a more controlled way of working.

• Developed Key Performance Indicators and scorecards to monitor performance of Customer Advisors.• Improved data flow for over 300 customers records and corrected an in house system failure that had gone unnoticed for over 2 years.• Coached a number of under performers on a weekly basis to ensure they were adhering to policies and procedures set by the business and the FCA.• Led a project initiative on Bonus Declaration training, which included creating and presenting a project overview presentation to over 100 members of staff and stakeholders.• Worked with stakeholders across risk, fraud, IT and various other functions suggesting a number of business improvements to ensure a more effective way of working.• Authorised as a Subject Matter Expert for projects for the business.

• Supported operations by developing tools and providing critical reporting of Management Information to senior stakeholders.• Daily, weekly, monthly and ad hoc report creation, including the development of dashboards and MI reports for to assist in organisational decision making.• Identified trends and produce reports by carrying out regular deep dive analysis.• Implemented and produced a monthly Conduct Risk pack to provide senior stakeholders an overview of SLA performance, volumes of work processed and operational defects which was adopted in multiple Lloyds Banking Group sites.• Various travel to other sites to train and mentor peers to adopt the same approach to enable a more consistent and collaborative way of working.• Produced a monthly complaints MI pack and provided analysis and commentary to reflect a robust root cause.• Managed a variety of requests for information and data to support the central risk and product teams.• Produced regulatory British Banking Association reports for Senior Management.• Regularly supported the operational teams with understanding and validating data from the produced MI.• Measured and tracked quality of processing teams, hence enabling management to focus on underperforming area, by creating a management tool.• Developed a “sharepoint” centralised site for collating processing volumes, resulting in the standard of data being improved and utilising management time more efficiently. The system resulted in a reduction in generating reports from three hours to half an hour.

• Independently led 15 colleagues providing weekly feedback measuring quality, efficiency and performance.• Implemented numerous and robust operational changes in an underperforming team, resulting in significant increase in Key Performance Indicators.• Daily huddle implemented to provide previous days performance and address any issues.• Tracked and maintained daily workflow, responded to operational work ‘triggers’ and escalated issues as necessary to Colleague Performance Manager.• Ensured that the delivery of quality was embedded in line with policy, regulatory requirements and key controls techniques.• Created a new Training framework, which was rolled out to the business this included One Best Way for all users when speaking to our customers.• Ensured effective management of business incidents by checking performance of the offshore team.• Sharing changes in processes with three offshore teams in order to create the best outcomes for internal customers.• Produced workaround process mapping for incidents rose using the visio application.• Improved daily workflow by responding to intra-day resourcing issues and completing resource planning in advance with forecasted demand.• Maximised efficiency, quality and best practice for the customer/stakeholder by driving process improvements.• Successfully secured a place on the Lloyds Banking Group A-D talent programme.• Logging of breaches provided feedback to the individual and put in place remedial actions necessary.

Subject matter expert from a Group Operations perspective for E2E simplification programme on ISA Transfers ; Test Plan, Scenario, Scripts & Data Preparation including traceability through to requirements, Test Execution, Defect Management. Feeding trends of events into key stakeholders so these can be fixed to move the business forward. Very positive feedback from Testing Leads and CPM's.It is an Industry Wide Programme – Cross Industry Testing & UAT – Involving Integration with 3 LBG front end channels ( Branch / Telephony / Galaxy) , Core Banking and Customer systems, Letters , BACS Hub and Payments; Migration & reconciliation.Gained experience and a track record in Business UAT & Software testing.Key SME on ISA Initiations, PEGA processing and Front end Validations.Owned and contributed to the development of test scripts based upon specifications in order to run tests against developments.Stored test scenario's, regression test's and raised/tracked UAT defects using Testing tool "Quality Centre".Positive/Negative and regression test scope definition.Supported defect analysis, triage and war rooms.Communicated across different areas of the business – I.T & ADM. Influencing others to ensure the right technical solutions were adopted.Contributed to developing training material for the new systems/processes & delivered training sessions to colleagues.Provided implementation and post implementation support and performed regular "health checks" on PEGA Systems so that any issues were identified and addressed.Live transactions issue management and analysis (Included Service Health Checks and FOV's analysis, preparation and execution).Worked collaboratively with stakeholders (e.g. Solutions Teams, SME's and Business Analysts to build and maintain effective working relationships throughout the ISA Simplification project.

Processed and supported the ISA Out Team. Receiving queries from branches, retail contact centres and third party providers. A varied knowledge skill set was required to answer complex ISA Queries.Successfully trained numerous colleagues through Tax Year End dealing with high call volumes in a highly challenging environment.Trained colleagues to exceed the required level for completing outs cases and then proactively supported them via floor walking and quality checkingDeputised for the Flow Leader by taking on extra responsibility and constantly cover the team as acting FL during absences and holidays which gave me the ability to improve my skills and knowledge.Completed Quality checking/OBW for colleagues working within the team and then provided results and feedback to aid improvement.