Anne Russell

Experience

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  John Lewis

  Aug 1985 - Jul 1989

  Sales Assistant Various departments

  Sales, stock handling, cash handling, customer service merchandising.

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  BRITISH TELECOM

  Jul 1989 - Jun 1995

  Retail Group Trainer

  As well as being involved with branch staff training, having successfully completed the ESPRIT TRAINER course I became responsible for the training of new shop teams around the Country to ensure the highest standards of customer service throughout the whole retail group.In 1992 I was seconded to Manx Telecom on the Isle of Man to re train and motivate their staff to provide their store with a more professional image and higher levels of sales and customer service. I understand the results have been highly successful and they now have a profitable telecommunications store. Show less

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  NatWest Bank

  Jun 1998 - Mar 2000

  TCU Manager Telephone Contact Unit Southampton

  Led a highly successful team of customer service Officers within a financial services outbound telephony unit, enhancing performance through communicating best practices and involving team members in decision making through discussion and negotiation.Contributed in developing unit performance and productivity to make £10million in 1999.Trained and coached team members of all performance and pay levels achieving 100% success in people development thus creating a high level of morale and motivation. Show less

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  HFC Bank

  Mar 2000 - Apr 2004

  Directly responsible for 5 Teams of Collectors and Managers across the South Coast reporting directly to the Regional Manager.Having raised the Southampton Branch to its excellent levels of grade 1 Compliance by identifying and initiating new procedures and training of branch staff to ensure that all area's are fully compliant and all duties and tasks performed timely, efficiently and accurately, I then became responsible for ensuring the same standards are met within each Branch in the Southern region.Areas of responsibilityAUDIT & COMPLIANCE GENERAL ADMINISTRATION Management COLLECTIONS COMPLAINTS Show less To recruit and train a new team to join the existing customer service unit.To develop and deliver a training package to cover all areas including Compliance, Customer Service, Unit Process and systems.To enhance staff awareness and motivate them to identify areas of sales opportunity To ensure that Household banks high standards of Customer service were met at all timesTo ensure all calls were taken within the set timescales.To ensure that all service level agreements were met.Having successfully introduced the new team within the Customer service department, I identified that there was a need to begin to outbound call our own database in order to retain existing business and utilize these numbers in order to maximise growth.Having presented and had accepted business plans by the Directors I took on the project and implemented and developed a successful unit stemming severance by 21% in the 1st quarter and generating in excess of £4million in new business for the company. Show less

  • Production / Collections Manager Southampton Branch

    Mar 2002 - Apr 2004

  • Customer Account Manager Southampton Branch

    Jan 2001 - Mar 2002

  • Project Manager Secured Lending Bracknell

    Mar 2000 - Jan 2001
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  Welcome Financial Services Ltd

  Apr 2004 - May 2010

  Senior Area Manager

  Multi site mangement across the South / South West of UK. responsible for delivering collections / lending targets in line with company requirments. Motivating and coaching of Managers to develop successful teams. Ensuring internal and external audit requirments adhered to in all locations.Reporting to Regional ManagerDirect reports - 5 Branch managers' and a PAIndirect reports - 28 headcountResponsibilities1) Achieve / exceed all agreed company lending and collections KPI's2) Effective/ cost effective Resource of a collection of branches across the UK3) Training and development of the Management team4) Motivation through training, target awareness, competitive environment at all levels.5) Staff turnover and operational headcount.6) Ensure that policies and procedures are adhered to across the region, all company and external bodies' guidelines are implemented.7) Identify, develop and Manage appropriate strategies through effective engagement and business relationships with all non operational departments8) Contributes from an operational perspective in key working projects for new initiatives and process improvements.9) Identify and progress opportunities to improve operational processes within the region.10) Ensure the highest standards of customer service across the region.11) To implement and communicate constant change effectively and positively12) Ensure strong and effective performance management at all levels.Having joined Welcome Finance as a Branch Manager I quickly progressed to the position of Senior Area Manager in the operational network responsible for all lending and collections of customer receivables.I Show less

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  Shopacheck

  Apr 2010 - Sept 2010

  Regional Development Manager
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  Lloyds Bank

  Sept 2010 - Jan 2022

  • Network Mortgage Manager

    May 2019 - Jan 2022

  • Regional Manager - Mortgages

    Jul 2017 - Jan 2022

  • Regional Customer Manager

    Aug 2016 - Jan 2022

  • Regional Mortgage Manager - London

    Mar 2011 - Aug 2016

  • Local Mortgage Manager

    Sept 2010 - Mar 2011
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  Oakfield Recruitment Ltd

  Jan 2022 - Jun 2023

  Executive Headhunter
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  Bespoke Talent Solutions LLP

  Jun 2023 - now

  Co Founder & Professional Headhunter