Taunton, England, United Kingdom
I have recently taken on a newly formed role within my department, as the AGI Performance Manager. Myself, and my team of two competent and knowledgable advisers now oversee the performance of Lloyd & Whyte’s General Insurance department. I am responsible for the quality auditing, training and development of our people, complaints management, implementing new processes, identifying efficiencies and implementing effective change - not exhaustive. I am extremely proud and excited to effect this diverse and challenging new role. It plays perfectly to my strengths and broad experience and will allow me to assist our brilliant leadership team in getting the absolute best from our hardworking team.
I was a Customer Service Representative (and eventually the Sales & Service Team Leader) for Cover-More Travel Insurance. I assisted in the quotation and selling of policies, answering customer enquiries, carrying out medical screenings for clients, working alongside the Flight Centre and many other reputable Travel Agents as their "go to" for any queries on quotations, questions regarding our policies and amendments. From time to time, I would be called in to work alongside the Claims team, assessing claims and paying in accordance with policy terms and conditions.
I worked as a Guest Service Advisor for Butlins, Minehead (part of the Bourne Leisure group), providing excellence in customer service for our holiday makers. The role itself from the outset was a brilliant one, allowing me to gain vital skills needed in the customer service world. Working for Butlins has given me the best start into working in a customer service based environment, this is due to the fantastic training scheme that is offered & has allowed me to learn, develop & really discover what was expected from a “Guest Service Advisor”. My role allowed me to experience every scenario you could imagine within a complaints based role, testing at times but elation when a guest acknowledged the effort you made to make their stay as comfortable as possible. I do believe that the role was one of the toughest to conquer as your actions and words as an advisor could either make or break whether someone looked at the business in a good or bad light, the pressure to ensure every guest encounter was successful ensuring that all bases were covered. I was required to make bookings for guests if necessary & I never failed to be one of the consistently highest money takers for my department. I was also nominated & won employee of the month for October 2012, under the premise that “nothing is ever too much trouble” I was honoured with a certificate and a meal with the Resort Director. In my time at Butlins I was also given the privilege of being able to redesign and reword the “Butlins Information System” for Minehead, this was the port of call for all three resorts & every department to access & find out any information needed across the resort. Working for Butlins has made me a far more caring person, worrying about every aspect of the resort, willing it to succeed; Guest opinions really did mean something to me! I will carry all I learnt working for such a brilliant company with me for the rest of my life, working for Butlins will always pull on my heart strings.