Rebecca Walker

Experience

• 

  UKAR

  Jan 2008 - Jun 2017

  • Responsible for looking after both the Debt Management contact centre (circa 80FTE ) and the Mortgage Service Contact Centre (circa 100 FTE). This includes all aspects of outbound dialler management and real time inbound management. • Working with the Genesys Dialler and also the Qivox systems I ensure all daily SMS are sent out and all the tactical dialler campaigns are completed, which helps to build strong working relationship with the strategy team. • I ensure that we have the right staff at the right times to meet call demand. • Ensuring all service levels are met on a daily basis, these include achieving a 95% inbound service level whilst also achieving 100% dialler penetration rates. • Working closely with the planning team providing cover when required in producing shift reviews and scheduling. Show less

  • Mortgage Advice Workflow Leader

    Jan 2015 - Jun 2017

  • Real Time Analyst

    Jan 2013 - Jan 2015

  • Resource Planning Analyst

    Jan 2008 - Jan 2013
• 

  Computershare UK

  Jan 2015 - Jun 2017

  Mortgage Advice Workflow Leader

  • Accountability for distribution of workflow cases and appointments for mortgage advisers through the delivery of the operational plan.• Responsible for regulatory and operational Service Level Agreements (SLA) achievement for advice process on a daily basis.• Where required, contact the customer to reschedule appointments and manage day to day appointment schedules.• Liaise closely with Terms & Conditions (T&C) supervisors to ensure that adviser competencies are maintained, as outlined in the T&C scheme, for the mortgage adviser role and distribute appointments accordingly.• Through workflow case management, proactively identify and manage resolution of operational issues impacting business customer service.• Responsible for communication to the Advice Support Team (AST) on appointment lead in times and feedback for inaccuracies• Responsible for the distribution of the mail requests and any cases where an appointment is required between the customer and the mortgage adviser• Liaise with Resource Planning team on mortgage adviser block out times for sickness and Mortgage Adviser outage time• Liaise with Account Management/Underwriting teams to escalate any cases which are due to breach SLA• Analyse overall case management performance to identify areas for improvement and feedback through management. Show less

• 

  Provident Financial Group - Provident HC & Satsuma

  Jun 2017 - Apr 2018

  Field Support Services Team Leader
• 

  Damart

  Apr 2018 - Jun 2020

  Resource Planning Manager
• 

  Calbee Group UK

  Jul 2020 - now

  Customer Service and Office Manager