Vicki Thomas Email and Phone Number

• Providing business analysis around strategic planning, markets, and new and enhanced products throughout their development from initial ‘idea’ stage, through to detailed requirements specification, business justification and communication as required• Analysing market insight, competitor information, rules and regulations, management information and assisting with discovery workshops to identify, document and agree proposition business requirements• Working with the marketing team for… Show more • Providing business analysis around strategic planning, markets, and new and enhanced products throughout their development from initial ‘idea’ stage, through to detailed requirements specification, business justification and communication as required• Analysing market insight, competitor information, rules and regulations, management information and assisting with discovery workshops to identify, document and agree proposition business requirements• Working with the marketing team for customer communication, producing and updating timelines, content as well as managing delivery from brief through to delivery• Working with key stakeholders to ensure system improvements are delivered across the customer touch points across all systems• Supporting the operations teams through strong relationship building, assisting with queries, problem solving and producing internal guides and training.• Investigate and analyse how the products are serving customers and achieving business benefits. Where opportunities for further enhancements are identified, support proposition manager in defining and recommending improvements through working with the BI team on report production and data analysis/MI Show less

Working in the New Business, The Support Hub and the Transfers team.• Updating members personal details and advising on the claim and transfer process• Training new starters• Managing inboxes and workflow• Deputising for Team Leaders• Managing SLA’s and workloads• Dealing with urgent queries and complaints• Running the contact centre on Saturdays as a stand in Team Leader• Filing and saving work, forms, and communication to ensure pension regulations are… Show more Working in the New Business, The Support Hub and the Transfers team.• Updating members personal details and advising on the claim and transfer process• Training new starters• Managing inboxes and workflow• Deputising for Team Leaders• Managing SLA’s and workloads• Dealing with urgent queries and complaints• Running the contact centre on Saturdays as a stand in Team Leader• Filing and saving work, forms, and communication to ensure pension regulations are followed• Raising regulatory breaches• Assessing and analysing transfer outs for potential pension scams (Due diligence)• Reviewing and improving processes Show less

Supporting customers currently in work to ensure they sustain and reach an employment outcome for the business. Weekly/fortnightly and monthly contact with customersAction planning with customers who need additional support Offering alternative options if they want to change jobs TrackingAnalysing claimsLiasing with employers Liasing with the local job centre and also The Department of Working Pensions to resolve claim disputes Supporting with pre screens for… Show more Supporting customers currently in work to ensure they sustain and reach an employment outcome for the business. Weekly/fortnightly and monthly contact with customersAction planning with customers who need additional support Offering alternative options if they want to change jobs TrackingAnalysing claimsLiasing with employers Liasing with the local job centre and also The Department of Working Pensions to resolve claim disputes Supporting with pre screens for interviews and vacancies Show less

Coaching people the Surrey area who are on Job Seekers Allowance or Employment Support Allowance back into work. Working with a range of people with different barriers such as alcohol or drug dependency, mental health problems, physical health problems or lack of confidence or disability. Action planning Confidence buildingMotivatingIntroducing changeWorking towards job start targets Training new starters as supporting their development Coaching on time… Show more Coaching people the Surrey area who are on Job Seekers Allowance or Employment Support Allowance back into work. Working with a range of people with different barriers such as alcohol or drug dependency, mental health problems, physical health problems or lack of confidence or disability. Action planning Confidence buildingMotivatingIntroducing changeWorking towards job start targets Training new starters as supporting their development Coaching on time management CV writing Bringing in business from local employers Building strong relationships with local employersClaims analysis Show less

Working in the Learning and Development department, monitoring calls and coaching for the travel insurance department, to ensure a high quality of customer service is delivered to customers at all times.• Training and coaching individuals who are under achieving to ensure they deliver the best customer service they can, and that they meet the company’s expectations• Feeding back to team managers and phone representatives• Implementing development plans and objectives• Awarding… Show more Working in the Learning and Development department, monitoring calls and coaching for the travel insurance department, to ensure a high quality of customer service is delivered to customers at all times.• Training and coaching individuals who are under achieving to ensure they deliver the best customer service they can, and that they meet the company’s expectations• Feeding back to team managers and phone representatives• Implementing development plans and objectives• Awarding individuals for above and beyond performance• Meeting and exceeding targets and deadlines both personally and within a team• Being involved in company audits• Assisting my manager with ad hoc tasks such as preparing work for client visits Show less

Quality Development Analyst February 2008-November 2009Working in the Learning and Development department, monitoring calls for the departments of customer service, outbound teams, collections and also fraud, to ensure a high quality of customer service is delivered to all customers across the company.• Training and coaching individuals who are under achieving to ensure they deliver the best customer service they can, and that they meet the company’s expectations• Holding meetings… Show more Quality Development Analyst February 2008-November 2009Working in the Learning and Development department, monitoring calls for the departments of customer service, outbound teams, collections and also fraud, to ensure a high quality of customer service is delivered to all customers across the company.• Training and coaching individuals who are under achieving to ensure they deliver the best customer service they can, and that they meet the company’s expectations• Holding meetings and “buzz” sessions to discuss current development areas, achievements and to keep staff motivated• Feeding back to team managers and phone representatives• Implementing development plans and object• Awarding individuals for above and beyond performance• Meeting and exceeding targets and deadlines both personally and within a team. Show less