I have a strong ability to identify improvements and propose effective solutions, with a positive mindset and a can-do attitude. Influencing the business's corporate strategy with an operational and client-customer based approach; I innovate cash and stock related operational processes. I work through challenges with a smile and liaise with all departments for a better understanding throughout the business, opening challenges of communication, ultimately improving interdepartmental effectiveness.
Investigate customer concerns and identify critical issues within the customer facing areas of the business: insurance sales and claims operations, payment processes, underwriting and customer service.
Liaise with all levels of the business, including CEO and Senior Management to report the results of my investigations, instructing immediate solutions and proposing improvement suggestions to all departments and divisions in MAPFRE.
Communicate the outcome of my investigations to our customers and negotiate compensations. My aim is to help the customer to better understand their policy and the regulations, while reaching amicable resolutions.
Prepare my team´s case files for the Financial Ombudsman Service, defend the case and reach favourable resolutions.
Have responsibility for reviewing complex cases which are referred from other team members, as well as acting as the lead investigator for the company's blue chip brand partners, including Virgin Money and Asda Money. In addition to this I am also responsible for mentoring new starters
