Stuart Carter Email & Phone Number

Hassocks, West Sussex

Haywards Heath, West Sussex, United Kingdom

Haywards Heath, West Sussex

Paying Medical, Travel, Motor, and Domestic Insurance claims on a variety of systems, via Internet banking.Data Analysis and Reporting from systems including SAP and Business Objects.Managing Invoices from clearing houses and Vendors.Liaising directly with the Team Leader on bespoke projects and workflow tasks.

Brighton, United Kingdom

Liaising with Business Managers to obtain up to date information for their customers, and providing relevant paperwork for loans.Producing loan documents from in-house banking systems.Working on Excel to gather and update relevant information in a 3 person project team.

* Regular Team meetings with all 14 team members, to discuss such items as previous months Key Performance Indicator (KPI) results, coming months KPI goals, Quality and Compliance updates, Upcoming incentives or projects, Issues arising within individual portfolios, and general training updates.* Individual 1-1’s, to discuss such items as personal KPI results and coming months goals, Personal development plan, Individual training requirements, issues arising (high sickness, low quality or compliance scores, etc.), and Customer feedback. * Individual coaching sessions, including listening to calls side by side or listening to earlier recorded calls, and offering feedback and coaching in line with own experience, and quality team recommendations. * Development of strategies to improve overall efficiency within the team, such as buddying for skills or technique sharing, testing alternatives for workload distribution, and incentives for particular KPI’s on a given day. * Organizing client visits, and offering presentations to both internal business partners and external clients, to offer insight into the workings of the team. (This offered great experience in organization, due to arranging presentations from several departments, booking the room, arranging the catering and any other requirements, and also in presentation skills and public speaking) * Data analysis of weekly and monthly reports regarding Customer feedback surveys. Conversion from delivered format to leaderboards and dashboards that could be shared with the team. * Producing and issuing daily team schedules, including breaks and lunches, holidays and sickness absences, and specific duties assigned to individuals.* Weekly reports to higher management to show KPI results, improvement plans and strategies, and updates on any ongoing issues and resolutions. * Dealing with complaints in real time or within 24 hours as per complaint guidelines.

Brighton, United Kingdom

*Daily communication with key contacts, via telephone and e-mail, to solve issues with Corporate charge cards.*Preparation of Team statistics reports, to be passed to higher management.*Portfolio management for approximately 80 Companies.*Covering Team Leader role, during times of absence.*Subject matter expert and point of contact for team queries.* Exceeding set performance goals, such as efficiency (Wrap time, Call time and Total), Compliance, Customer experience, Volume (number of calls taken and e-mails answered), and First contact resolution. * Developing a network of colleagues from other departments, to assist in getting fast and efficient resolution of requests.