Leslie Wood (Cert CII)

Experience

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  TK Maxx

  Apr 2003 - May 2004

  Department Manager

  With a passion for delighting customers, being focused on delivering great service and acting as an ambassador for the company I supported the Assistant Manager in delivering the store’s key performance indicators. I managed a team to comply with company processes to maximise sales through leading by example in engaging with customers by reading people and adapting my approach accordingly.

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  Saga Insurance Services

  Jun 2004 - Apr 2005

  Customer Service Advisor

  Part of a dedicated team within working to complete multiple administration functions within agreed service level agreements, and provide telephone support for all insurance products for the over fifties with the use of excellent customer service skills to achieve stretching objectives

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  Superdrug PLC

  May 2005 - Mar 2006

  Store Manager

  Motivated a team to deliver exceptional customer service. Coaching them to have on trend expert product knowledge to share with customers in order to increase sales and profit, while managing the day to day operations of a busy leading high-street health and beauty store.

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  Triage Health

  Mar 2006 - Jan 2007

  Advisor/Administrator

  First line of advice and information for callers using Addiction UK hotline. By using exceptional customer service skills and empathy to support addicts of various vices and their loved ones to get the most appropriate rehabilitation. I helped build the infrastructure and processes for fully operational contact centre to meet the increasing demand for the services offered.

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  Elite Incident Management

  May 2007 - Aug 2008

  Deputy Supervisor

  Ensured agreed service level agreements were achieved and maintained by supervising and supporting colleagues call times, after call work and quality, while still delivering an exceptional customer experience for customers claiming on a variety of different motor insurers and policies including HSBC, Fortes and Tesco.

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  Inkfish

  Apr 2008 - Jun 2008

  Sales Agent

  Used strong rapport building skills to sell the Sky Repair Insurance plan to existing Sky TV customers. This was a regulated outbound sales dialler environment were I exceeded stretching sales targets and supported new sales agents and shared best practise to support our team achievements.

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  Bupa

  Sept 2008 - Jan 2015

  Customer Service Team Leader

  Ensured that agreed customer service experience was delivered at all times within the Customer Service area of a multi channel international contact centre through effective leadership. The focus of this role was to ensure that through coaching, managing performance, the delivering of service level agreements and developing people to deliver an outstanding performance against stretching targets. I left Bupa Global due to my role being made redundant.

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  Hastings Direct

  Mar 2015 - Jun 2015

  Team Manager

  Ensure that agreed customer service experience is delivered at all times within the Customer Service area of U.K. motor and home insurance broker contact centre through effective leadership. The focus of the role is to ensure that through coaching, managing performance, the delivering of service level agreements and developing people to deliver an outstanding performance against stretching targets.

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  Drewberry Insurance

  Jun 2015 - Nov 2017

  Head of Client Services

  Ensured that agreed customer service experience was delivered at all times within area of a Financial Adviser Brokerage through effective leadership. The focus of this role was to ensure customer satisfaction, compliance to regulators, build and maintain robust processes related to both the customer and internal, general office management, commission auditing and quality control.Drewberry specialises in whole of market Protection insurance (Individual, group and corporate), Personal Medical Insurance (UK, International, Individual and group) and pensions and wealth management. Show less

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  St Catherine's Hospice Sussex and Surrey

  Feb 2018 - Jul 2018

  Clinical Administrator (Temp)

  Provide a high-quality, wide-ranging and flexible administrative support to a designated clinical service area in addition to cross-cover across the service areas, as required. Service areas are St Catherine's Telephone Advice Referral Response (STARR), Inpatient Unit, Community, Day Hospice and Lymphodoema. STARR: Telephone response - first point of contact Inpatient Unit: Admission/discharge support Meet and liaise with relatives Death Notification Duties Community: Multi-disciplinary team Meetings support; notes, agendas, papers etc. Day Hospice/Lymph: Patient transport co-ordination (volunteer rotas) Telephone response - first point of contact Show less

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  London & Colonial

  May 2018 - Jul 2021

  Pension Administrator

  JOB PURPOSEAs a member of the New Business Team I was responsible for the processing of new SIPP (Self Invested Personal Pension) applications and intermediary applications from new financial advisers within the company’s service level agreements (SLAs). This included Anti Money Laundry checks, reviewing suitability reports and applications. KEY RESPONSIBILITIES• Ensured new SIPP applications met the acceptance criteria• Reviewed Suitability, TVAS DBAR reports• Ensured International Advisers had correct permissions and pass porting rights to give the advice• Liaised with financial advisers to request any information or documentation required to process applications received• Inputted application data onto bespoke administration systems• Ensured that financial advisers are kept up to date with the progress of their clients’ applications • Requested pension transfers and chasing these through to completion• Processed new pension contributions• Processed incoming pension transfers and contributions and applying these to the relevant clients’ SIPP accounts• Issued welcome packs and other documentation to clients and financial advisers• Ensured that all new application processing was completed within company SLA • Responded to queries from clients and financial advisers about new applications• Processed intermediary applications from new financial advisers• Assisted with the maintenance of the New Business Teams email mailbox• Processed incoming post• Answered and dealt with incoming telephone calls within company SLA• Contributed towards the preparation of team management information • Identified and referred any new business trends and patterns to management• Supported complaints investigation and resolution• Suggested improvements to – and assisted the Process Team and Business Analyst with – the New Business Team procedures and processes• Assisted with testing new system functionality Show less

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  INSHUR

  Jul 2021 - now

  Customer Support Specialist