Stephen Varga Email & Phone Number

Poole, England, United Kingdom

Bournemouth, United Kingdom

• Exceeded the complaint escalation target of 19% every single month.
• Managed regular extensive complaints training workshops and ongoing communications to the medical risk assessment teams.
• Auditing and root cause analysis of product and customer related complaints to identify and implement corrective action and process improvements.
• Received numerous compliments and recognition from our insurance partners in recognition of rapid response times, providing consistently high levels of customer service and being remarked upon being a real asset to the.
• Influencing underwriting decisions balancing risk with the customer experience.

Christchurch, England, United Kingdom

• Awarded “Employee of the month” for recovering £32,000.00 in a month from other insurers on behalf of our underwriters through persistence and regular monitoring.
• Have influenced change to rival insurance underwriters’ unfair terms and conditions by challenging the rationale of declined contribution requests.

Christchurch, England, United Kingdom

• Ownership of entire process maximising telephone and e-mail communications, providing a fast, efficient service, which has led to high levels of customer satisfaction.
• Hard work and dedication helped Liverpool Victoria become number 1 in a recent Which magazine survey for customer as a result of which LV= have renewed their contract with us for a further 3 years.

Christchurch, England, United Kingdom

• Received the very first “Employee of the Month” award in recognition of exceeding key tasks and productivity.
• Reviewed the entire medical screening process to reduce the screening time by 20%, capture additional data more effectively and to reduce user errors.

Bournemouth, England, United Kingdom

• Recommended, instructed and completed 6 rapid improvement processes through the Kaizen Lean project, which have reduced both processing time and turnaround time by at least 10%.
• Fully aware of risk management having identified a case which prevented a potentially large fine, by proactively engaging with key people and through several months of persistence. No data protection breaches have ever.
• Regularly exceeded daily performance targets for quality and productivity with 99% quality and at least 105°A for productivity averaged over one year.
• Managed all customer enquiries on time, within 5 working day service level agreements and prioritised accordingly. No complaints have ever occurred in respect of my work.
• Worked in a variety of teams, quickly adapting to other processes to the higheststandards.
• Provided exceptional customer service, receiving on average bi-monthly recognition awards. One was referred to the Chief Executive.

Bournemouth

• One of only two specialists in the Society with an in depth knowledge of deceased taxable ISA adjustments, interest history maintenance and investment dormant account tracing.
• Rapidly attained the highest level of product and process knowledge, which enabled me to accomplish the most complex, difficult and specialised tasks.
• Scheduled, instructed and supervised training in new processes and currentlegislation.
• Assisted the team manager in the correction of voiding ISA accounts in line with Inland Revenue guidelines, making appropriate corrections and adjustments to the ISA subscription history
• Supplied and distributed monthly statistics to 200 branches to record and highlight erroneous transactions to the area managers as part of a continuous improvement process to reduce them.
• Provided specialist knowledge on a diverse range of issues to the main contact centre, the entire branch network and to other departments.

Dorset, England, United Kingdom

• SCHLUMBERGER INDUSTRIES - ADMINISTRATOR 1987-1998
• Initiated projects with Sales, Marketing, Document Control and Customer Support gaining a broad range of skills and experience that raised my profile
• Saved 15K per annum by producing the corporate magazine in-house using desk top publishing software. As well as designing and editing the publication, I also regularly contributed articles, including some top tips.
• Chairman of a six-member team of the Sports and Social Club. Conceived, directed, organised and executed a variety of small and large events for 500 employees and guests both individually and as part of a cohesive team
• MCCARTHY & STONE – MAILROOM SUPERVISOR 1986-1987Successfully ran a thriving mailroom operation for over 400 employees in what wasthen the new headquarters.DEBENHAMS – SECURITY ASSISTANT 1983-1986
• Gained a position of trust early on by assisting the security manager with till draw-offs, securing staff personal items and liaising with visitors.