Tanya Purcell

Experience

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  Peppermint Park

  Jan 1994 - May 2003

  Peppermint Park Hair Salon

  To run a sucessful business where customer service being the main focus. To actively listen to customers and their requirments whilst coaching and developing employees to reach there full potential becoming a qualified hair stylist.

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  Lloyds Banking Group

  May 2003 - Mar 2020

  Provide direction and leadership to a team of 10 direct reports, encourage them to meet the company’s objectives, provide customer service excellence whilst investigating potentially fraudulent claims. Encourage cross site collaboration and role model this with my cross-site counterpart. Collaborate with senior stakeholders, building strong robust relationships across various departments, drive and influence continuous improvements and complete planning and resourcing balancing the required levels of staff against the forecasted customer demand. Show less Investigate potentially Fraudulent complex, large loss claims and the misrepresentation of policies with a great focus on delivering customer service excellence, provide regular updates and manage customers expectations. Taking responsibility for your own workload and being proactive in the absence of other colleagues, ensuring their customers are updated on the current position. To deal with complex complaints and write written witness statements for IFED relating to the facts and evidence of a particular case. Show less

  • fraud team Manager

    Feb 2015 - Mar 2020

  • Complex Fraud Investigator

    Nov 2010 - Feb 2015

  • Home Insurance Claims Assessor

    Nov 2008 - Dec 2010

  • Branch Customer Services

    May 2003 - Nov 2008
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  Target Group

  Mar 2020 - now

  Complaints team manager

  Provide direction and leadership to a group of complaint investigation execs. Dealing with a variation of client portfolios and customer complaints. Encouraging all staff to meet the business objectives, whilst remaining focused on excellent Customer Service.Collaborate with senior stakeholders holders and clients to build robust relationships, whilst driving continuous improvements in the way we work to ensure a streamlined approach.focusing on training, coaching and quality, improving the full customer journey and upskilling colleagues knowledge and capabilities to ensure the correct outcome has been made. Show less