Wendy Lee

Experience

• 

  Direct Line Group

  Nov 2013 - Jul 2015

  Customer Service and Sales Consultant (Motor)

  Facilitated the right customer conversations, following the company's script when required, to a wide variety of different people whilst building rapport with the customer. Worked within a team to meet up-selling targets each month and encourage best practice. Some key responsibilities included:*Adhered to business and regulatory requirements (BCTU and TCF), and doing the right thing for the customer first time.* Took ownership of all calls, including complaints.*Up-sold on products, such as Breakdown, Motor Legal Protection, and Courtesy Cars.* Achieved KPI targets each month. Show less

• 

  Capita Pension Solutions

  Jul 2015 - Jul 2018

  Worked on a number of projects with other colleagues, including the winding up of a pension scheme, benefit audit rectifications and working on Excel to reconcile large datasets of member's GMP to achieve project KPI requirements.* Checked standard letters that are to be sent out to scheme members for accuracy and quality. *Checked GMP reconciliation casework, templates of queries that are sent to HMRC and GMP rectification data for a number of schemes which involves the use of Excel formulae and large datasets.* Monitored and maintained incoming workflow and controls around scheme tasks as required.* Supported and assisted teams in other parts the business when required, such as helping with writing GMP reports helping reach service delivery requirements.* Obtained quality checking scores that are consistently above the 5% target. Show less Worked within a small Pensions Project team on the winding up of a large Business Services Company, helped with transfers out of a Scheme and the administration of a Scheme before it was due to go into the PPF. I would occasionally have helped other parts of the department, such as doing GMP cases to help with their workload.*Checked forms to ensure they have been correctly completed, inputting of member's data on the system stating their choice and dealing with member inquiries on the wind up of the Scheme.*Administered the transfer of pensions from one Scheme to a different provider.*Wrote letters to members for a range of matters, such as confirming their change of address/name, asking for additional information/evidence and other administrative duties.*Sent out and calculated retirement projections and retirement quotes to members within regulatory timeframes.*Set up mail merges for large bulk mailings ensuring accuracy. Show less

  • Pensions Technician Reviewer

    Jun 2017 - Jul 2018

  • Pensions Technician

    Jul 2015 - Jun 2017
• 

  Allstar Media Services

  Jul 2018 - now

  Business and Operations Manager

  Predominantly, I provide assistance and support to the Directors of Allstar Psychics (ASP) and Allstar Media services (ASM), identifying new business opportunities, as well as further developing existing business. Not one day is the same as tasks change significantly from one day to another and are dependant on business needs. Some key responsibilities include:*Identifying new markets to operate in; including evaluation of the opportunity, understanding legislation, identifying the industry-leading partners to work with.*Providing business-wide documentation.*Assisting with client monthly statements.*Helping to manage Digital Marketing accounts, including campaign building.*Providing comprehensive analytical evaluation of multiple areas of business from: SMS retention rates, providing monthly figures, end of month evaluation of services. *Working alongside Allstar Media Services to identify new sectors to provide Web Development, App Development & Design.*Creating informative LinkedIn posts for ASM. *Identifying awards to enter; compiling creative and compelling briefs. Show less