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 to ensure the operation is adhering to the necessary standards.- Analysed data from previous audits to highlight areas of improvement and created material for the quality team to communicate this out to individual teams amongst the NCC.

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.- Maintaining a high level of performance by achieving and exceeding sales and performance KPIs.- “Buddy System” mentoring new starters to adjust to the role by providing support and guidance.- Ensuring compliance with FCA regulations and GDPR in line with company quality standards

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.- Enhanced training sessions for Team Manager Development programs by integrating a 70/20/10 model of learning.- Executed a 100% pass rate for each program instructed.

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 specific metrics.

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.