Health Sales Advisor - VITALITY UK
(2023-07)
An experienced Sales Advisor for Vitality, a company that offers private health insurance and life insurance to the UK market.
- Provide exceptional levels of service, catered to the requirements of the customer. Advising on Vitality Life products and building rapport to create brand loyalty and commercial value.
- Thrive within a fast-paced environment, comfortable working at fast pace and delivering consistent levels of service on each interaction.
- Remain up to date on Vitality products and services, reading industry and company publications.
- Continually look to improve personal skills, driving own performance to increase contributions for the team.
- Meet all FCA and internal regulatory standards, providing a clear and transparent service.
- Accurately record all data and customer interactions, documenting and analysing outcomes for future use.
- Organized with a great attention to detail, with an ability to manage personal time and focus to maximize productivity and results.
Performance | Business Management Analyst - NATIONAL WESTMINSTER BANK
(2021-04 - 2022-12)
An established analyst, responsible for collating operational data and translating it into actionable insights to improve business performance. Identifying opportunities to remove failure within existing processes.
- Promote and develop relationships with key stakeholders, identifying opportunities and supporting cross-functional projects that lead to better customer outcomes.
- Collaborate with key internal stakeholders (Commercial, Sales, Field, Operations) delivering end to end performance in line with company KPI's.
- Lead role within senior management governance and risk forums, providing regulatory insight and instruction to deliver compliancy performance improvements.
- Respond quickly to regulatory changes, embedding policy, process, and system changes.
- Oversee a continuous improvement program, regularly analyzing the needs of the team and addressing shortfalls timely through re-design, process change, and team development.
- Continually develop a personal understanding of the customer journey, creating efficiencies whilst improving the experience for the client.
- Leverage natural coaching and development abilities, training colleagues across the business to improve system use and to reduce workload inefficiencies, tracking impacts using Management Information.
Team Leader - NATIONAL WESTMINSTER BANK
(2014-07 - 2021-03)
A results-driven, energetic Team Leader, with full accountability for a customer service team of front-line operatives and deputy leaders.
- Reduced long term absence from 10% to 4% within 6 months. Working in collaboration with the employee, Occupational Health and HR, quickly implemented measures to help the individual back into the workplace (including rehab planning and reasonable adjustments where needed).
- Enabled the team to achieve a 90.6% Quality Assurance score over a 3-month period. Ensuring FCA compliance and complaint requirements were met.
- Built a strong and engaged team, managing employees to perform at their highest capabilities through effective coaching, timely feedback, and formal appraisals. An experienced mentor, developing direct reports through supportive conversations, encouraging employee suggestions and contribution to achieve excellent results.
- Ensure that all colleagues had significant career development and growth opportunities, including succession planning for all roles within the function.
- Supervised all aspects of the employment process: selection of personnel for employment, coaching and development, promotions, transfers, performance management, etc.
- Proactively streamlined processes to improve the customer journey, reducing customer complaints by 20% whilst increasing customer satisfaction score by 12% in a 12-month period.
- Communicated and connected with individuals and peer groups, setting objectives for the team, updating on general business updates, and brainstorming ideas to overcome challenges faced.
- Within the first 3 months in role, I increased the customer Net Promoter Score (NPS) by 7%. Against a target of 78%, I achieved 85%. I also had end-to-end responsibility for the teams' risk control performance, ensuring team managers and agents adhered to all FCA guidelines and risk protocols. Through timely feedback, ongoing monitoring, and performance management the unit achieved a risk testing score of 96% against a target of 94%.
Customer Service Advisor - NATIONAL WESTMINSTER BANK
(2010-03 - 2014-03)
A trained and passionate customer service professional engaging on a wide variety of conversations.
- Directly reporting into the Team Leader, part of an effective customer service team, maximising results through a natural ability to build rapport with colleagues and customers.
- Displayed a resilient and disciplined work ethic, providing high quality interactions consistently within a busy working environment.
- Provided support in all aspects of the banking process in accordance with company procedures and regulatory requirements.
- Worked collaboratively across teams, delivering increased efficiency and service.
- Demonstrated and embraced the values of the Natwest banking company.
