Anne Riglar

Experience

• 

  Royal Insurance

  Jan 1986 - Jan 1992

  Recruitment and Training Officer

  Recruited staff for regional Insurance centre, including Graduate recruitment. Delivered soft skills training. Provided HR support to Management teams.

• 

  Royal Insurance (UK)

  Jan 1993 - Jan 1995

  Field Force Co-ordinator

  Managed external Claims investigators and internal support team, assessing liability for Household claims in South of England

• 

  Royal & SunAlliance

  May 1995 - Jan 1998

  Customer Services Manager

  Member of the national management team responsible for Underwriting Services and Sales. Responsible for the operational day to day activity within the Contact Centre during a major period of change within the direct insurance market.

• 

  Pearl Assurance

  Jan 1997 - Jan 1999

  Process Improvement Manager

  Recruited as part of a major program to drive continuous improvement, create cross functional alignment and introduce performance management.Initiated process improvements and cultural change with quality focused measures by encouraging democratic participation in continuous improvement activity, aligning with Pearls business objectives. Demonstrated strong leadership to deliver service improvement results and drive cultural change.

• 

  Signet Jewelers Ltd

  Jan 2000 - Dec 2011

  Effectively led service transformation and directly performance managed operational teams to deliver high value services throughout the customer contact life cycle. Designed and implemented structural changes and enhanced processes through introducing new technology (Cisco IP telephone platform, Verint call recording system and Salesforce customer relationship management software). Developed resource effectiveness across the Contact centres and demonstrated strong leadership skills by managing teams through major change, ensuring individual engagement with effective coaching and mentoring skills. Show less

  • Central Services Manager

    Jan 2000 - Dec 2011

  • Business Improvement Manager

    Jan 2000 - Feb 2009
• 

  Essential Energy

  May 2012 - Mar 2013

  Project Manager

  Project managed several state wide projects with a capital expenditure in excess of $15M. Developed improved reporting whilst providing support and analysis for improving profit and loss/ budget reporting

• 

  Michael Hill

  Jun 2013 - Oct 2016

  Customer Services Manager

  Established Customer Service function supporting customers in four countries and across two brands. Implemented all processes and procedures and introduced systems including Zendesk and BoldChat. Managed and supported all customer channels including social media.Delivered leadership training to Head Office staff

• 

  Unitywater

  Oct 2016 - Nov 2018

  Customer Contact Centre Manager
• 

  Michael Hill

  Dec 2018 - now

  Customer Services Manager