Stefanie Parry Email & Phone Number

• I currently manage two teams of case handlers cross-site, administering both Endowment and Mortgage advice complaint assessment process to establish liability and reparation.
• Led and developed the Complaints Team to ensure that all priorities were met and exceeded. Through coaching and support, the team and individual objectives have consistently been achieved
• Controlled personnel admin for the entire team including holidays, sickness, performance management and advising other line managers. Simplified the holiday and sickness tracking and reporting process and successfully.
• Developed a new process and reporting structure for regular MI. This involved managing and modelling large volumes of data and is now used at all client meetings to discuss, evaluate and measure contractual service.
• Accountable for MI and billing invoices for the contract. This involves the production of accurate reports to strict deadlines covering all overtime, salary review and ad-hoc staff payments
• Introduced a new case assessment process and successfully oversaw the initiative from end-to-end by collaborating and building strong relationships with both clients and internal stakeholders. The process was launched.

Milton Keynes, United Kingdom

• Following an expansion of the existing Regional Support Team, a new managerial position was created to provide the department with structure and efficiency. I joined a small, established team to support the Skills.
• Managed and developed the production and delivery of high quality, impartial information and the associated booking service for the South East region via telephone, email and web-based services
• Managed a team of seven advisers including performance management, training and development needs
• Reviewed and improved technology and systems associated with diary booking and telephone hardware to ensure optimum performance and capacity. This improved call answer times significantly in the short term and ensured.
• Maximised use of IT and MI systems to prepare monthly reports on volumes, response times, capacity and call flow. This data was used to inform business decisions and staffing levels to increase efficiency without.
• Created and enhanced relationships with all areas of the service. Implemented information sharing protocols to ensure clients of all organisations received a complimentary service

• In March 2009, I was promoted to Senior Team Manager and incorporated with my continued duties as Team Manager I was also responsible for the following with the contact centre;
• Led and coordinated 25 Team Managers. Operated as the first point of contact for Team Managers, third party queries and decisions for business and policy procedures
• Delivered training and coaching to Team Managers within the business. Evaluated performance and development ensuring best practices were adhered to at all times
• Supported and delivered Quality objectives to the management group, monitoring any training needs based on on-going discussions. Monitored training needs and sought regular feedback and used this to constantly evolve.
• Created a streamlined and more accurate record of absence and attrition which, by liaising with the Operations Manager, informed key operational decisions
• Identified development requirements and delivered the appropriate level of feedback and training through regular call monitoring and evaluation. This improved response times and customer feedback

London, United Kingdom

• Managed performance and monitored potential of team staff to provide the direction, training and motivation required to ensure maximum commitment and competence
• Generated weekly and monthly statistical reports of the departments performance against KPIs for distribution and evaluation with the Completions Manager, Executive Manager and Director of Credit
• Reviewed and conducted interviewing and recruitment for the department. Provided ongoing support for all new members of staff to ensure all met and exceeded their probation objectives
• Launched and maintained a series of new projects including;o New efficiency based software program for integration across the mortgage capital divisiono Personalised service to our external customers by re-organising.
• Built and sustained strong work relationships with internal and external customers by promoting the same values within the team, through visits and training days
• Dealt with all complaints within the department in line with FSA and Financial Ombudsman regulations

Bachelor Of Arts (Ba)Hons, History

Certificate In Mortgage Advice And Practice

Fully CeMap qualified

Cf1, Cf2, Cf3