Vicky Read Email & Phone Number

Hitchin, England, United Kingdom

1. Lead Facilitator of personal development and soft skills training to supervisory level Colleagues, delegates confirmed this had helped them to improve their coaching and feedback techniques and key Stakeholders confirmed efficiency and motivation levels had increased within their teams.2. Lead Facilitator for process and product training to groups of 15-20 Colleagues at all levels.3. Designed learning solutions in line with Addie ensuring they met branding guidelines, regulatory requirements, and compliance needs, for all areas of the business.4. International training through virtual means (Microsoft Teams) of colleagues based in India. adapting my training style and methods used to suit the Cultural Requirements and technology Capabilities. Developing new ways and methods to increase engagement levels and encourage activity participation.5. Managing a project to update Procedures in preparation for Company restructure. This involved balancing and monitoring resource allocated through the use of tracker to ensure key deadlines were met. Holding calls with those working on the project to ensure consistency in work produced and that all felt supported. Setting up a centrally located folder so others could pick up the work in case of absences. 6. Stakeholder Communication to ensure training solutions met their needs and that training sessions were scheduled so they supported customer SLA lead times and key KPIs and did not impact negatively on resource. 7. Helping with the completion of due diligence to determine which tasks and procedures were able to be outsourced and offshored to India. Assisting project leads with conduction Learning Needs Analysis

Hitchin, England, United Kingdom

1. Coached and supported colleagues to enable them to achieve their full potential2. Analysed data to identify and establish trends in Quality, Voice of Dissatisfaction, Complaints so changes could be implemented to processes to improve customer satisfaction scores 3. Provided constructive feedback on a 121 basis so representatives were able to identify their strengths and areas for improvement4. Trained new starters and existing staff on Life Products and Complex tasks including trusts and Power of Attorneys and Fund Switches. Providing constant upskilling and cross skilling of the team as required5. Identified and implemented improvement opportunities in processes, tasks and procedures that increased cost efficiency to the company or improved the customer journey6. Supported in prevention and identification of breaches and complaints so these could be reported within both the required Company and Regulatory Guidelines 7. Supported those receiving inbound customer calls and making outbound Customer calls, to ensure they felt supported and that the customer received the correct information at their first point of contact 8. Attended working groups to help implement changes that could make the customer journey simpler or increase efficiency of workload allocation9. Supported with workflow and allocation of work to team in line with SLAS to ensure all customers dealt with within appropriate timescales, including prioritising complaints 10. Ensuring FCA and PRA regulation complied with at all times by all Colleagues 11. Knowledge of anti money laundering practices and regulations

Hitchin, England, United Kingdom

1. Treat Customers Fairly Representative for 3 Customer Services Departments, implementing improvements to the customer journey (particularly during in the Lockdown) 2. Responsible for the ordering and auditing of paper and computerised policy back files and archives for the team to enable them to provide the customer with full details and information on their policies 3. Made payments out to policy holders within strict timescales4. Ensuring all checks and vetting done properly as required by FCA policy 5. Supported P60 team working with high caseloads and tight deadlines due to end of tax year to ensure Annuitants did not experience delays to receiving their tax information, this included reproducing P60S to high accuracy 6. Produced free format cover letters to suit the individual customer circumstances 7. Dealt with vulnerable customers by adding power of attorney’s to their policies to allow them to be able to have their financial need managed 8. Ensured both company and regulatory requirements were followed at all times9. Life and Pensions foundation certificate 10. Making customer service phone calls to customers to clarify details and notify them of any delays to ensure Customers kept informed throughout the process11. Use and understanding of both EID (call credit system) and Equifax12. Use of internal policy guides and databases as well as product procedures and specifications to deliver full answers to customers13. Supporting and coaching other team members14. Ensuring personal targets were met (productivity, quality score, customer facing time) 15. Working as part of one team16. Attended unconscious Bias session17. worked across five teams in the company 18. Used knowledge around me to ensure best outcome for customer was always achieved

Hitchin, England, United Kingdom

1. Created and implemented full process training for new starter, with regular coaching sessions scheduled within probationary period to ensure they were meeting their targets and felt supported 2. Ensured quality levels obtained and met consistently by all, providing constructive feedback when these standards were not met 3. Allocation of work to Colleagues within the team 4. Process Improvement (POA, IFA processes) 5. Signing limit and authorisation of payments 6. Checked reworks within strict deadlines 7. Processed transfer payments to new pension scheme including production of P45s8. Raised and paid adviser fees, including producing commission statements9. Created a help guide to explain Technical terms in simple language to new entry level colleagues10. Dealing with inbound customer calls including death notification calls and relationship calls with financial advisors

Letchworth, England, United Kingdom

1. Answered over 100 inbound calls daily 2. outbound customer notifications care call3. Complaint Handling and provision of Aftercare 4. liaison with other departments and stakeholders across the business

Stevenage, England, United Kingdom

•Produced weekly targets and sale target sheets for team members so they were aware of the KPIS they were expected to reach on both a daily and weekly basis •Ran shop in manager’s absence and allocated tasks to others • Responsibility for staff safety and the safe running of the store and banking of monies • Key holder and alarm call out Liaised with external suppliers, contractors and head office•Maintained and updated financial documents and banked monies •Resolving after sale issues by phone•Jet 1 Qualification

Stevenage, England, United Kingdom

Key holder responsible for running the store in managers absence and attending alarm callouts. Ensured daily KPIS were met by all Customer Service Assistants and that online deliveries were delivered to schedule. Induction Training of new colleagues. Responsibility for merchandising of Chilled Department

Bachelor'S Degree, Marketing, 2.2

Avce In Business, Business Administration, Management And Operations, Bb