Experience

• 

  Endsleigh insurance services ltd

  Dec 2002 - Jun 2007

  Claims handler

  • Reviewed and analysed suspicious and potentially fraudulent insurance claims• Handled high value total loss and accidental damage repair claims from notification through to settlement• Worked with suppliers to identify process improvements and deliver the best possible service for our customers• Dealt with complaints and completed root cause analysis to address key trends• Effectively managed caseload and exceeded on quality, technical and efficiency KPIs

• 

  Endsleigh insurance services/tcs claims

  Jun 2007 - Jul 2012

  Claims team leader

  • Responsible for a variety of teams in the claims department, including recoveries, accidental damage, personal injury, liability and credit hire.• Identified and filled specific coaching and training needs of 12-15 handlers• Developed suitable key performance indicators and quality measures• Conducted quality audits and managed performance against KPIs• Consistently increased claims settlement rates and reduced claims life-cycle in each of the teams I worked with

• 

  Endsleigh insurance services ltd

  Jul 2012 - Jun 2018

  Specialist claims team leader

  • Mentored and developed Team Leaders, implementing development plans and coaching.• Developed succession plans that consistently identified talent and resulted in successful promotion from within my team.• Successfully integrated new business partners into the department. Identified and analysed their needs and implemented operational plans to deliver their requirements.• Re-designed the department's quality assurance process, implementing changes which covered all areas in a comprehensive QA programme. External quality scores increased on average by 10% as a result.• Responsible for the department's complaints team. Introduced a successful root cause analysis programme that reduced complaint volumes by 7%.• Created engagement strategies to identify the right vision and values to deliver results and create trust with my people. During 2017, my team delivered the strongest results and recorded the highest levels of engagement in the department.• Responsible for running department recruitment campaigns. This includes working with internal and external stakeholders and suppliers to identify the right process to deliver the best possible result. Experienced interviewer, recruiting people at all levels of the department. Show less

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  Innovation group uk

  Aug 2018 - Nov 2021

  • Senior Business Analyst

    Feb 2021 - Nov 2021

  • Operations Manager

    Feb 2019 - Feb 2021

  • Implementation and Continuous Improvement Manager

    Aug 2018 - Feb 2019
• 

  Davies group

  Nov 2021 - Jan 2024

  • Director, Strategic Accounts

    Sept 2022 - Jan 2024

  • Customer Liaison Manager

    Nov 2021 - Sept 2022
• 

  Sedgwick

  Jan 2024 - now

  Motor director