Hannah Snell

Detail orientated individual with 17years + experience working in a fast paced financial background as well as reception. Excellent at juggling multiple tasks, attention to detail, time constraints and working under pressure. I am seeking a position that will enable me to extend and develop my existing knowledge and experiences.

Reliable, trustworthy and have the ability to work as a valued team member or on own initiative. Proven, good communication skills and able to meet with challenged and positions of responsibility.

Dental Receptionist - Medway Community Healthcare - Rochester Healthy Living Centre

(2024-07)

Permanent

• Managing the day to day running of the clinic providing full reception support including but not limited to appointment bookings, taking payments, pulling appropriate paperwork for each patient and day to day dentist and patient enquiries
• Face to face patient liaison on a day to day basis
• Managing patient recalls
• Completing end of month financials for the clinic
• Updating and management of patient records on Sensei
• Discharging of patients whilst adhering to company policies using REGO system
• Archiving of patient records whilst adhering to GDPR
• Providing assistance to the community dental patients where needed such as mobility support
• Communication with other services to ensure that our patients are receiving the support and treatments as required i.e. General Anesthetic referrals and Domiciliary care referrals

Clinic Co-Ordinator - Dentaline - Rochester and Larkfield Healthy Living Centres

(2024-10)

Bank flexi.

• Ensuring the smooth running of the out of hours emergency dental clinic providing full reception and administrative support
• Face to face liaison with patients greeting each patient on arrival within the clinic and making each patient feel at ease
• Generating full paperwork for each patient's treatment and management of finance ensuring patients are charged appropriately and taking into any exemptions
• Liaising with both the dentist, nurse and call centre to ensure the smooth running of the clinic and managing patient expectations
• Completion of finance log at each shift
• Opening and closing of the session and or building ensuring all paperwork and medications/equipment are locked away

Disputes and section 75 senior Specialist - Vanquis Bank LTD - Chatham, Kent

(2023-09 - 2024-06)

Permanent.

• Managing a team of 12 to ensure that the tasks were completing efficiently and effectively
• Delegating the workloads appropriately and fairly whilst prioritising the tasks by both impact to the customer, financial loss potential and time limits
• Managing the welfare of my staff and ensuring that each member can approach me should any issues or upset arise whether within the workplace or personal
• Completing quality control checks on each member of the team including call monitoring, case monitoring and providing appropriate feedback and/or corrective actions to ensure that each customer is treated appropriately and the work to a high standard
• Attending regular meetings with higher management relaying various statistics ie relating to write off figures and completing analysis on the data provided to ascertain any trends or patterns of concern
• Completing and assisting in complaint calls that agents are unable to resolve themselves and require further support to achieve the desired and appropriate outcome for both the customer and business
• Aiding the team by completing the daily disputes tasks when required
• Reviewing data driven from claims raised to locate any potential trends and patterns which may be a risk. Completing necessary steps to mitigate this risk

Reconciliations and Recoveries Officer - Vanquis Bank LTD - Chatham, Kent

(2015-07 - 2023-09)

Permanant

• Handling fraud claims on behalf of customers from initial telephone calls to raising Visa chargebacks whilst adhering to the VISA Rules and Regulations
• Liaising with the financial team to assist with the reconciliation of the financial Recs
• Day to day admin tasks such as printing, scanning and letter production
• Assisting managers surrounding rotas and day to day task allocations
• Monitor of various inboxes
• Production, planning and oversight of new processes and procedures for the fraud team including liasing with compliance, legal teams, change and production of guides and training aids
• Better everyday champion ensuring that weekly meetings are scheduled and held to discuss various colleagues within the fraud team and suggesting and authorising financial awards
• Liaising with merchants to complete transactional data checks surrounding fraud claims

Disputes Specialist - Vanquis Bank LTD - Chatham, Kent

(2011-07 - 2013-09)

Permanent.

• Managing a team of 4 ensuring that the tasks were completing efficiently and effectively
• Delegating the workloads appropriately and fairly
• Managing the welfare of my staff and ensuring that each member can approach me should any issues or upset arise whether within the workplace or personal
• Completing quality control checks on each member of the team including call monitoring to ensure that each customer is treated appropriately and the work to a high standard
• Attending regular meetings with higher management relaying various statistics and voicing any concerns
• Taking over any complaint calls that agents are unable to resolve themselves
• Aiding the team by completing the daily disputes tasks when required

Disputes agent - Vanquis Bank LTD - Chatham, Kent

(2009-09 - 2011-07)

Permanent.

• Handling initial customer disputes via telephone, reviewing each dispute to identify the correct course of action in order to resolve it
• Dealing with first time and represented chargebacks according to Visa Europe Operating Regulations for Disputes, Fraud and Collections, as well as dealing with pre-arbitration cases and the processing of monetary transactions
• Working account monitoring reports and taking appropriate action to remedy the accounts as well as reviewing accounts for Fraud and Collections status for possible addition to the Card Recovery Bulletin in order to reduce losses to the bank

Falcon, Fraud control agent - Vanquis Bank LTD - Chatham, Kent

(2008-07)

Permanent

• Contacting customers on a day to day basis confirming suspicious and unusual activities taking place on the account whilst maintaining a high level of customer service
• Transactions confirmed fraudulent by the customer are dealt with efficiently and quickly to ensure further usage is stopped
• New accounts built with cards and pins issued to the customers concerned when fraudulent activity has taken place
• Debit card payments checked on a day to day basis confirming validity of details by liaising with other banks
• Any debit card payments confirmed suspicious or fraudulent are stopped and accounts dealt with by the means necessary
• Any debit card payments confirmed genuine are processed

Collections agent - Vanquis Bank LTD - Chatham, Kent

(2007-04)

Permanent.

• Dealing with customer service via the telephone ensuring quality and efficiency is kept to a high standard
• Ensuring that all customers are treated fairly but ensuring accounts are brought up to date and educating the customer of the importance of keeping the account in working condition
• Utilising strong negotiation and collection skills in order to meet the customers expectations and operating to the firms policies and procedures
• Ensuring that I strive to meet the targets of the company and also my personal targets

Office Administrator - Bespoke Kitchens LTD - Goudhurst

(2005)

Temporary contract.

• Dealing with client enquiries and booking appointments
• Scheduling appointments and meetings with project director and clients upon booking
• General office duties including faxing, printing and invoice production
• Sourcing and researching company information for future suppliers
• Buyer duties including quote request, liaison and purchasing with suppliers
• Developed relationships with customers and suppliers to present the company in a professional manner
• Supporting the officer manager with Ad hoc tasks
• Taking messages and dealing with enquiries/concerns at all levels

Supervisor and Bar staff - The Prince of Wales Public House - Chatham

(2005)

Permanent.

• Dealing with customers face to face ensuring customer satisfaction
• General duties including maintaining hygiene, clearing tables, glasses and also ensuring high quality service
• Managing a team on a day to day basis, ensuring duties are completed to a high standard and efficiently
• Opening up and ensuring The Prince of Wales is complete to start the day including setting up the tills and floats

GCSE - Walderslade Girls School (1998 - 2005)

A- levels (2005 - 2005)