I lead Aviva's social media team, with additional responsibility for our voice of the customer reporting programme and delivering a small Change book of work for a 1000+ head contact centre.I take great pride having built a social media customer service team that is recognised by customers as a strong and growing channel to service their demands. The team are positioned as a leader in its industry and placed 5th in the first Top 50 Call Centre Social Media service awards.Social media key deliveries and experiences include;- Created a genuine customer service channel from scratch- Built a crisis management process- Delivered a service recovery model for social customers- Implemented a new social media listening, monitoring & engagement platform- Developed a support network to resolve customer demand across a wide range of insurance products- created an actionable insight dashboard shared across UK region- Supply chain collaboration- collaborating with Digital Marketing areas to ensure content meets service channel purpose.- Senior leadership engagement.- Hosting internal and external visitors- Presented at Internal Aviva events as well as external events such as Call Centre Expo 2013.Within the role I have delivered change initiatives that have improved the self service capabilities for customers and supported increases in Transactional Net Promoter Scores (TNPS).Example deliveries;- Implementing a new web self service customer portal designed against customer demand.- Supported Ratings & reviews delivery for Aviva.co.uk by defining and building a service recovery model to resolve failure for customers.- End to end delivery of Customer help videos for Aviva.co.uk and social channels helping to educate customers on basic insurance themes.- Implemented a new FAQ tool on Aviva.co.uk to improve online service for customers- Reset Live Chat strategy to ensure that true value of this channel was achieved for the business.

I was responsible for delivering and managing change initiatives that impacted the Aviva UK Life Business. These change projects ranged from large scale IT deliveries and strategic deliveries through to small change initiatives originating from frontline staff. Through these various change deliveries I demonstrated my ability to adapt my work style to suit change and project needs.The role gave me a great grounding in the basics of change management and gave me exposure to a vast array of project methodologies. It was whilst in this role that I developed a real interest in bringing technology to the Operational areas of the business.- Implementation of email capabilities so front line advisors could email basic forms. With this implemented I then set about working with E-commerce teams and compliance teams to introduce secure email so that we could provide more complex information to policyholders- Supported the delivery of a new customer database to ensure customer data was held in a single application to improve advisors ability to view a customer’s holdings.- Operational readiness planning for a new self-service application for customers to view their pension and investment holdings- Built a 25 head call centre in 10 days including recruitment, training and IT implementation to support customers affected by market changes.-Co-ordinated a delivery of a demand capture tool for 400 advisors which supported a change to the business adopting a system thinking methodology.

I worked within the Aviva UK Life contact centre where I was responsible for customer contacts from Financial Advisors in regards to pension products. While in this role I achieved an excellent standard of work and built a very good knowledge of both Life and Pension products. This resulted in me attaining the top level on the performance scale for my role. In recognition of my performance I was continually selected to work on various change projects. An example is an Age Diversity project looking at the impact of the Employment Equality (Age) Regulations on current recruitment processes in the contact centre. My responsibility within the project was to support the customer operations manager to define current recruitment criteria within the area and eliminate the defects of out dated requirements and create a set of criteria for new candidates that fitted applicants’ life experiences and skills to the business needs.I was accountable for reviewing current processes that required generic forms to be requested by contact to be sent by administration areas. The solution we designed was to make generic forms available to call advisors so that they could be sent straight from the contact centre. This has resulted in a reduction in the time it took for customers to receive their forms and reduced the number of small tasks being deferred, which was a non value activity thus reducing a cost to the business.