Kayleigh Baker

Experience

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  Furnital Ltd

  Aug 2002 - May 2003

  Office Administrator

  Sales and office managerOffice Manager organising orders and deliveries. Worked in Italy and the UK with suppliers and customers and liaising in Italian and English.Achieved four NVQs within a year to progress my career.AccreditationsCeMAP Qualified Certificate for Professional Bankers NVQ Levels 2, 3&4 in Business Management, Customer Service and Sales.CLAITG.C.S.E – A* in English Language, Literature and French. 7 other A-C grades including Mathematics and History.Professional level of knowledge in Mircosoft OfficeHealth & Safety, First Aid Officer Show less

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  Kettering Borough Council

  May 2003 - Oct 2004

  Call centre supervisor

  Lead a team of to organise workloads and lead times for calls in coming to the contact centre, dealing with numerous queries and customer complaints.Communicating with senior staff members on budgeting and resourcing for the local authority.

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  RCI Europe

  Nov 2004 - Jul 2005

  Call Center Representative

  Driving Customer Experience and sales within a call centre environment.Organising team workloads to ensure deadlines and targets were met.Improved sales and lead times in my team to win ‘team of the year in 2004’.

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  National Australia Bank

  Jul 2005 - Feb 2011

  London West End)Senior Adviser in our busiest branch in the UK securing business worth £1million per week in Mortgage and associated sales. Achieved YTD target of 174% 2009-2010.Supported re-structure of new systems and problem solved to safeguard losses to the organisation and customers.Liaising with high net worth Customers, providing exceptional customer service to all compliantly and professionally.Networking and relationship building within the Private and Business Banking arenas.Coaching and Training a team of 20 staff on Mortgages and related products. Show less Achieved full CeMAP qualification and progressed my career in a short space of time in joining the organisation. (Registered FSA Adviser May 2007).Successful development trainer in rolling out to over 150 staff on both 121 and group training sessions on the organisations new computer systems across the country. I was awarded a recognition award for endeavour to the company.Successful Banking Adviser helping customers with opening accounts and their other financial needs.Excelled at the Customer service officer role and improved customer experience in branches across the network by introducing questionnaires and feedback opportunities for improvement to the business. Show less

  • Senior Mortgage Adviser

    Jun 2009 - Feb 2011

  • Mortgage Adviser/Banking Adviser/Customer Service Officer

    Jul 2005 - Jun 2009
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  Clydesdale Bank

  Feb 2011 - now

  Successful Bank manager who drives excellent customer experience within a team of 15 which includes Mortgage Advisers and specialists.Open minded thinker on a daily basis to support and manage a multitude of scenarios to problem solve from standard to complex customer complaints, always in the view of TCF.Motivating coaching and mentoring a poor performing team to become within top 10 successful teams within the bank. Improved poor performing branch with an increase in productivity by 120% YTDRecruitment- I have Interviewed and employed individuals for varied roles and trained them to an exemplary level. Valued internal staffing organiser using the regions resource to maintain security and performance levels. Deputy District manager covering holidays and absence to provide support to the team and drive business and customer experience quality. Mortgage product champion in the region to drive sales quality and working with senior leaders to ensure FCA and internal compliance are adhered to. Disciplinary and investigation manager for the district providing help and support for fellow manager’s liaising with staff and HR. Show less

  • Relationship Partner

    Oct 2016 - now

  • Relationship Partner

    Feb 2011 - now