Work History

Work History
Aug 2013 - Present

Customer Insight Analyst/Customer Experience Leader

RSA

Achievements

  • Nominated for both Local Shining Stars award and national Platinum Awards.

Key Responsibilities

  • Liaising with senior management to obtain a consistent approach to MI reporting.
  • Ensuring a smooth connection between different teams and levels
  • AD-hoc MI queries and Excel/VBA requirements
  • Using SQL to build reports to assist in delivery of KPI
  • Spotting trends in workflow and volume to assist in work management
  • Mapping a go forward way of working in a constantly changing environment
  • Producing and maintaining user forms in excel and access for data collection.  (Trackers)
  • Produce and analyse MI for senior stakeholders to assist with capacity planning
  • Aid in the delivery of savings and reduce future spend.
  • Track workflow through different department and spot gaps
  • Mapping future tasks and claim position based on previous trends
  • Producing a daily dashboard showing outstanding positions
  • MI Suite showing all targets for different teams and handlers split by unit, team and individual level.
  • Aiding Departmental leaders with Weekly bullets to Senior stakeholders
  • Dealing with customer feedback with a view to changing processes
  • Dealing with customer complaints in line with FCA guidelines
  • Managing a team to improve customer experience
  • Provide insightful and engaging insight to customers views

Jun 2012 - Aug 2013

Household Claims Adviser

RSA

Achievements

  • Being asked to work on a pilot in assisting Loss Adjuster claims on an office basis following home visit.

Key Responsibilities

  • Setting up of new claims.
  • Ensuring claims are handled in accordance with policy terms and conditions
  • Highlighting potential fraud cases
  • Highlighting possible recovery claims
  • Assist customers in claims and related queries.
  • Providing assistance through our systems to aid a better claims service
Nov 2010 - Jun 2012

Total Loss Support

RSA

Achievements

  • Given 100% cheque submission meaning no cheques needed to be checked prior to being released

Key Responsibilities

  • Supporting customers through the Total Loss process
  • Issuing payments in accordance with financial license
  • Resolving salvage queries
Oct 2009 - Oct 2010

EL/PL Claims Adjuster / Support

QBE

Achievements

  • Being asked to produce MI reports for brokers

 Key Responsibilities

  • Setting up of new claims.
  • Deal with broker queries
  • MI reporting to brokers
  • Work within SLA’s
Jun 2008 - Jun 2009

Travel Claims Adjuster

UK Underwriting/Direct Group

Achievements

  • Being selected to help the transfer of a claims team from Norwich to Leeds
  • Building a claims “hand book” to make the job easier for all.

 Key Responsibilities

  • Ensuring claims are handled in accordance with policy terms and conditions
  • Highlighting potential fraud cases
  • Highlighting possible recovery claims
  • Assist customers in claims and related queries.
Jun 2004 - Feb 2008

Household Claims Adviser

Norwich Union

Achievements

  • Within 18 months, became a competent complaints handler
  • Identified many potential fraud claims and reached my target in both notified fraud and fraud successes
  • First aider for the office
  • Became Supplier Co-ordinator Assistant

 Key Responsibilities

  • Meeting both personal and team targets
  • Customer service (i.e. telephone, written and email queries)
  • Ensuring there are no significant breaches of Financial Services Authority guidelines
  • Achieving a minimum of 2% notified claims are recovered
  • Preventing any potential supplier blockages.
May 2007 - Oct 2007

Subject Matter Expert (Secondment)

Norwich Union

Achievements

  • Being selected from the entire unit as a person with excellent business knowledge and systems with a keen eye for detail.
  • Showing other claims locations how our location works in accordance to NUI guidelines

 

Key Responsibilities

  • Aiding the system builders understand the needs of the customer and claims handler.
  • Ensuring a unique claims experience once system is built
  • Building a system which will lower claims cost and increase savings.
  • Liaising with high level managers to aid with their overall business plan
  • Reviewing and making business decisions which will affect every location within NUI.
  • Working within a tight deadline to make sure delays are not experienced in the release of the system.
  • Scripting and testing the system to ensure the defects are spotted and removed as soon as possible increase the experience for handlers.
Jun 2001 - Jun 2004

Area Manager

McDonald's Restaurants

Achievements

  • Achieved management status within 2 years and helped our restaurant achieve highest customer Drive-Thru experience in the northern region

 Key Responsibilities

  • Training and developing old and new members of staff
  • Ensuring the restaurant was operating within strict guidelines
  • Dealing with face-to-face and telephone complaints
  • Ensure stock costs were kept low.
  • Ensure staff till costs matched sales and refunds
  • Ensure company profits were accurate
  • Keeping control of the safe of the company.

Education

Education
2000 - 2003

A-Levels

St Bede's Grammar Bradford

Communication Studies
Information Communication Studies

2000 - 1998

GCSE

St Bede's Grammar School

English, Maths, Science (Dual Award), Geography, Spanish, Religious Studies, Business Studies, English Literature