Cal Fraser

Results-driven administrator and improvement specialist with over a decade of experience across regulated financial services, lean manufacturing, and customer-facing environments. Technically capable and self-taught in IT systems, with hands-on experience building and troubleshooting PC hardware, supporting colleagues with technical issues, and rapidly adopting specialist software in professional settings. Proven ability to manage complex caseloads, deliver process improvements, and communicate effectively across a range of audiences.

Improvement Specialist (Customer Service Representative) - Phoenix Holdings / ReAssure - Hitchin, Telford, Kolkata

(2021-01 - 2024-12)

• Performed pension benefit calculations, completed complex quotations, and issued detailed benefit letters using both automated tools and free-format composition, ensuring accuracy and compliance with drawdown product rules.
• Managed escalated complaints at CEO and executive level, navigating both internal resolution pathways and formal FCA/Financial Ombudsman Service routes within regulatory deadlines.
• Acted as Financial Crime Champion, collaborating with customer service teams and stakeholders to embed compliance procedures, reduce errors, and improve cross-team communication.
• Performed quality checking and sign-off of complex complaint and financial crime casework, ensuring colleague outputs met compliance and procedural standards.
• Informally deputised as Quality Guardian and was formally assessed for the role on multiple occasions, with progression prevented solely by organisational restructure during redundancy.
• Delivered specialist drawdown pension policy training to new teams across Telford and Kolkata, two teams of approximately 20 staff, standardising knowledge and ensuring consistent application of complex product-specific procedures.
• Provided informal technical support to colleagues, resolving basic IT issues and supporting less confident team members in navigating internal systems including Alpha and SharePoint, reducing reliance on formal IT support for routine issues.

Lean Development Coordinator - Johnson Matthey - Royston

(2013-01 - 2015-12)

• Led implementation of a 5-Minute Kaizen programme engaging factory floor staff directly, resulting in a 10% increase in output through improved participation and employee-driven problem solving.
• Conducted process audits and quality checks across production lines to verify adherence to standardised procedures, identifying deviations and supporting corrective action.
• Standardised production processes across multiple lines, reducing movement waste by 5% through root cause analysis and targeted workflow redesign.
• Collaborated with cross-functional production teams to embed lean manufacturing principles, supporting a measurable shift in operational culture and efficiency.

Hospitality & Coffee Industry - Various Roles - Various

(2015-01 - 2021-12)

• Supervised front-of-house operations and led shifts across multiple independent and branded cafe settings, including high-volume periods and large-scale events such as the London and Amsterdam Coffee Festivals.
• Delivered structured barista training to new and existing team members, covering espresso extraction, milk texturing, latte art, and workflow efficiency.
• Represented a speciality coffee brand as Sales Coordinator and Brand Ambassador, building relationships with industry professionals, roasters, and cafe operators including Minor Figures and Oatly.
• Maintained quality control, stock management, and operational standards consistently across all roles.

NVQ: Creative & Media - Creative & Media - North Hertfordshire College (2010-01 - 2012-12)

GCSE - English, Maths, Science, IT - Highfield School (2005-01 - 2010-12)