Anne Arnold

39 Lombard Street Barry CF62 8DQ

07723 915352 Anne-arnold@outlook.com

ProfileExperienced Team Manager with an international financial services group. Proven track record of improving performance having managed two telephone based teams within the last three years. Performance verified by good team results particularly in the areas of quality, customer satisfaction surveys and retention figures.

Key areas of Expertise

Negotiation and mediation – worked on the Public Consultation steering group that managed a major redundancy programme. Staff representative for major negotiations over proposed changes and eventual closure of a regional office.

Methodical and organised approach. Gathered evidence around poor performance and organised a detailed action plan with a solid end result – supported by Customer satisfaction surveys results which improved within two weeks.Effective time management- ownership given to agents to manage offline times with emails sent to resource team.

Personal qualities include the ability to remain calm under pressure and to look for alternative options when dealing with a challenge

Fully trained in most software packages. Proficient in Microsoft Office/Outlook. Currently working towards ECDL. Shortly taking up Social Media As A Marketing Platform.

Career HistoryZurich Financial Services Cardiff Regional OfficeTeam Leader: April 2013 promoted to manager role in Zurich Financial Services. Working in the Personal Lines division which included private motor and household insurance. Latterly this has been focused on the retention and development of long standing and valued customers. While undertaking this and previous agent role, have additionally been the elected and accredited UFS (Union for Financial Services) representativeManaging all aspects of team performance which include daily stats, monthly targets and incentives. Performance, absence and capability processes. Project management of internal processes. Technical underwriting and risk assessment. Referral management under correct authority. Coaching and development of team. Completing insurance and financial regulatory testing.

Key Achievements Increased team quality results, customer survey results and team retention figures. Negotiated continuation of staff package after office move, party to negotiations around office

closure and end of contract on personal line insurance. Recipient of Zurich Shine award for work done as NVQ advocate

Coaching and development for change program approaching end of contract on personal lines Key contributor towards developing and implementation of a new customer survey engagement

programme. Increased uptake of offering customers the surveys from 32 to 85% which improved process and increased staff engagement.

Improved poor performance by introducing personal action plans driven by agents tailored to their needs.

Insurance administrator February 2007 – April 2013

Underwriting and servicing Home and Motor insurance. The role engages all aspects of insurance.Joined the company as a trainee underwriter on the Tier One Optimise Broker Team. Obtained level Two underwriting authority within 6 months. Removed 2011 due to company restructuring of authority levels. Level 2 now held by referral teams only not Sales and Service.Relationship associate for Northern Counties Brokers. Retained broker book of business and worked on transition to full online process.All regularity testing as per FSA up to date with pass target exceeded with call reviews and internal compliance scores exceeded pass marks of 90% and 85% respectively.

Conduit – Contact center dealing with outsourced contracts with several blue chip including Bristol and West Telephone Directories, Vodafone and Sky TV.CSR/Quality Supervisor/Team LeaderJan 2001 – 03 Directory Enquiries agentFebruary 2003 – Part of team that set up internal quality team eventually being lead agent. March 2004 Applied for and promoted to Team Leader position. Duties as per Zurich manager role.

EducationNVQBusiness Administration Level 3Customer Service Level 3Management Level 3Technical Certificate level 2 passed January 2012Essential Skills Wales in Communication Level 2 passed February 2012Essential Skills Wales in Number Level 2passed February 2012Six GCSE’s including English language and Literature, Mathematics, French, Biology, Social Studies, all at top grade.

TrainingHealth and safety, Level 2 Authority with Zurich, FSA Regulated, Accredited UFS union rep, Relief trainer Joshua Consulting Management Training Customer Service Training, Customer Service Coaching, Coaching For Results, Performance Management, Time Management, Presentation Skills, Customer Service Management Training.

References/Interview: available on request and at your convenience