Ugo Egenti Email and Phone Number

I work closely with the SME & Mid Corporates Coverage business, Group Transformation and broader CB Operating Strategy team to support and embed new organisational structure for the SME & MC business, including:• Operating model alignment and optimisation of the Specialist Client Solutions (SCS) teams.• Establishing a comprehensive understanding of the change impacting SME & Mid Corporates clients and colleagues.• Enabling effective planning and prioritisation of change balancing business strategic objectives.

Support the relationship teams to prepare applications for new and existing facilities in order to assist the Relationship Manager in meeting customer requirements and business objectives. Respond to a wide range of client enquiries, resolving issues to the customers' satisfaction and escalating matters as appropriate. Proactively monitor and review customer facilities, including economic profitability, reporting as appropriate on exposures, risk/reward ratios, product utilisation, use of banking services to ensure risk is acceptable, taking on recommending actions as appropriate. Prepare and monitor a range of returns in a compliant and timely manner in order to provide senior management with information to monitor and control risk. Undertake a range of financial, marketing and industry sector research and provide up to date information on customer relationships to enable the Relationship Manager to meet customer requirements and business objectives. Liaise as appropriate with all other areas of the Group in order to access their specialists skills, obtain and exchange information and identify best practices. Support and monitor changes to systems, processes and working practices in order to achieve operational improvement. Motivate, develop and offer feedback for team members as required, so that their individual and collective performance meets the current and future needs of the business. Help Lloyds continue to be the ‘Best Bank for Customers’ and comply with Conduct objectives by establishing, implementing and maintaining a customer-centric culture throughout the relationship lifecycle.

-Proactive role working in partnership with the RM to deliver excellent customer service. -Management and completion of Know Your Customer. -Proactive prompting re overdraft renewals from CRSS lists. -Potential input of Excess Management decisions daily through conversations with the RM. -Management, resolution and escalation of customer enquiries. -Complaint handling -Diary Management/appoinment booking -Proactive service calling/joint ownership of a contact programme - developing the relationship with the customer.Attention to DetailCustomer Relationship ManagementKnowledge of Products and ServicesContact Strategy

This position involves working in a busy environment, talking to customers over the phone and in branches; interviewing and getting to know customers; identifying and explaining all the available products suitable to their needs; providing them with enough information to make an informed choice on how to proceed; and where suitable, providing advice on home insurance products. I am also accredited in giving initial mortgage information (including a Agreements in Principle) to customers before referring them to a mortgage adviser for their housing needs. This is all done by providing excellent customer service to an extensive customer base, building a long lasting and trusting relationship with customers, and, where suitable, referring them to other areas within Lloyds Banking Group such as mortgages, wealth/private banking and business banking.I am a Digital Champion- This means I am the point person to relay and support my colleagues with new digital changes launched within Lloyds Banking Group that help improve the service we deliver to the customers. I promote digital awareness to all customers by facilitating initial online registrations and carrying out regular tutorials on the online services available. This helps build client confidence in our online facilities. I am also involved in carrying out Risk checks within the branch: I ensure the procedures are understood by all colleagues and are followed strictly within their relevant roles in the branch. This responsibility also involves coaching and advising other colleagues in areas they are not familiar with. These checks are very important and are assessed by Auditors to ensure the branch is compliant in all aspects of its running.I am able to prioritise tasks I manage and plan my day excellently. This is evident in my ability handle extra responsibilities without this affecting my performance in my primary role as a Banking Consultant.

As a Customer Adviser, I was the first point of call to many customers/visitors to the bank and my main responsibilities were dealing with any issues and guiding customers/visitors to the right professional to handle their queries if it was something I could not deal with. To fulfil my responsibilities, excellent service to all customers was essential, and I continually achieved this, which was evident in the response to the service calls my customers received.I observed customers instructions on the handling of their personal/business accounts, and followed said instructions legally.Knowing our customers is important and I fulfilled this by using their names when addressing them, accurately identifying and informing customers on products that were beneficial to them and attending to their primary needs.I also adhered to Data protection laws in regards to customers information, maintaining confidentiality by not giving any information regarding a customer's account to anyone but the customer, and shredding any documents with confidential information once it was no longer useful.

This is a current position (I am unable to edit the end date). My main responsibility in this position include handling the income and expenditure of the nursery and communicating this information with the accountant. To fulfill this in a structured manner, I used formulated exel spreadsheet to account for the income and outcome of the nursery.I also organize, file and archive records of all the staff and children, both past and present, in a secure and confidential manner.This is a very independent role and requires little supervision from my employer as I am able to prioritize and organize all necessary task, and complete them in a timely and structured way. This started as a work placement whilst I was in college, but my employer was happy to keep me on after placement. Though I currently have a full-time job, I have still been able to maintain this position as it requires my attention on a quarterly basis.

As a volunteer, my main responsibility was to provide emotional and practical support to victims of Crime within Harrow Council.I also had administrative responsibilities within the office such as fielding calls and booking appointments for victims that preferred to come in to the office than have a home visit; preparing and organizing informative sessions for students who were interested volunteering for Victim Support; Drafting and sending out letters to clients to facilitate correspondence between themselves and the Police or their local Safe Neighbourhood Team; and recycling bulk merchandise with old logo's.

Samaritans provide an open totally confidential space where callers in distress can openly talk and explore their feelings which range from loneliness to depression to suicidal feelings to even being in the act of suicide. As a volunteer, I provided emotional support to all distressed callers via phone, email, or face to face visits.I also took part in annual ongoing training for all volunteers; and was a council member, ensuring the wellbeing of other volunteers within the branch.

The Children in Care Council (CICC) is formed by a group of Looked after children (LAC) in each council who have a say in matters relating to LACs. As chair of the CICC in Harrow, my main responsibility was to get views from as much LACs within the council, and make sure their voices were heard and accounted for within decisions made by the corporate parents that directly affected them. Whilst in this position, I contributed to the improvement of the service provided by social workers and foster carers and was actively involved in altering and improving the Harrow Pledge for Looked after Children under the age of 18. This also led to the development of the Harrow Charter for the Leaving Care Team.I was also a member on the interview panel for significant positions within the Council such as Assistant Director of Children's Services.

Dealt with a large volume of customers; Released previously purchased Olympics and Paralympic tickets; Sold available tickets to eager customers; Dealt with customer queries/complaints, or directed them to my manager when I couldn't help; Reprinting tickets; Responsible for keeping accurate account for money collected till the end of my shift.

This position was part of my work placement module in university. Working with Age UK mainly involved working directly with the elderly. My main responsibilities were having one on one visits with elderly dementia patients on a weekly basis and being involved with the creative group sessions with dementia patients. The former involved being matched with an elderly person, and visiting them on a weekly basis with indoor or outdoor activities planned, depending on the weather. Activities ranged from walks, visiting venues the clients may like such as parks or exhibitions or even trips to the library.The creative sessions were usually hosted in a retirement or assisted living facilities and involved activities such as creative writing, improvised role plays and fun games.

Protected store profit against thieves; Maintained the neatness of fitting room; Replenished shop floor with new stock when needed;Attended to customers both on shop floor and the till, and created a pleasant shopping experience.