Vasilika Dos Santos Email & Phone Number

- Conducted audits for the Northampton Contact Centre (NCC) to ensure consultants are adhering to FCA, GDPR, compliance and operational standards.- Analysed data for individual departments and consultants, in result conducted coaching sessions on those specific areas of concern.- Conducted “Level Ups” presentations for the entire NCC on areas of concerns.

London, England, United Kingdom

- Handling customer enquiries in terms of new business, midterm policy adjustments, renewals and cancellations.- Collaborating with various departments within the business ensuring customer satisfaction is a top priority.- Liaising with the technical team to ensure underwriting decisions are made correctly and in line with insurers risk policies..

Lincoln, Rhode Island

- Onboarded and supervised Associate Team Managers through training and establishment of new skills and professional development with a primary focus in compliance to corporate, state and national standards.- Planned, organised and developed training materials for several corporate training programs throughout the year for new hires and current employees..

Lincoln, Rhode Island

- Assessed the risk of incoming new business files to adhere to Amica’s underwriting standards.- Managed and coached a team of ten sales representatives to ensure they met their sales goals and metrics.- Handled corporate complaints and provided effective resolutions to ensure customer retention.- Implemented various sales competitions to drive results in.

Rochester, New York

- Serviced customers with an insurance product; providing tangible, honest expertise to best fit customers’ needs.- Aided Amica's growing book of business by obtaining new business policies from new and existing customers.- Handled midterm policy adjustments, renewals and cancellations.