Capital International Group

Reconciliations Manager

Moni Talks

Customer Support Manager

Annexio Limited

As previous role responsibilities, along with the following: 
•	Manage Member Support Contact Centre between 8am – 11pm Monday – Sunday. 
•	Manage KYC/CDD Team Monday – Sunday 
•	Customer Satisfaction reviews for each colleague 
•	Ensuring KYC documents are indexed and loaded in the document image system that validate the risk profile for the customer. 
•	Ability to understand the risks of dealing with politically exposed persons (PEP’s) and regulatory expectations around dealing with PEP’s.
•	Contributing ideas and participation to further improve and streamline the KYC processes. 
•	Familiarity with AML/KYC regulations and industry guidelines. 
•	Completing & quality checking KYC & CDD reviews completed. Ensuring it is inline with regulations, guidelines & policies set out by Annexio. 
•	Team knowledge & ensure that training is update with all Responsible Gambling, AML & CDD policies. 
•	Accessing risk and identifying/reporting any fraudulent activity. 
•	Support & maintain the company SNOM phone network.

Contact Center Manager

•	Lead and manage the Member Support team on a day to day basis, including sourcing equipment, effective resource planning and implementing contact centre strategies and operations 
•	Setting and meeting performance targets for speed, efficiency, sales and quality. 
•	Customer interaction Quality Monitoring.  
•	Identify opportunities to drive revenues through service contact and implement required changes to achieve revenue increase. 
•	Reviewing the performance of staff, identifying training needs and planning training sessions, as well as providing Coaching when required 
•	Ensuring all relevant communications, records and data are updated and recorded. 
•	Liaising with all stockholders to gather information and resolve issues. 
•	Manage staff recruitment, including writing vacancy advertisements, liaising with HR and conducting interviews.  
•	Weekly/Monthly Senior Management reporting for statistics, user rates and the performance levels of the centre.
•	Handling the most complex customer complaints or enquiries 
•	Forecasting and analysing data against budget figures on a weekly and/or monthly basis within Management meetings. 
•	Identify, select and manage implementation of contact centre tools to drive quality and efficiency (including contact avoidance tools)

Member Support Team Manager

Mannin Prospect Management Limited

Managing a portfolio of 90+ clients & 40+ agencies.
 Ensure contracts are up to date accurately & within timescales. 
Recruiting our on-boarding clients and processing paperwork in a timely & accurate manor.
 Ensure any payment issue are resolved quickly & efficiently, for minimal delay to our
clients.
 Retaining existing relationships with both clients & agencies.

Senior Relationship Manager

Lloyds Banking Group

Responsible for coaching and mentoring all team members in the provision of excellent
customer service.
 Conducts regular one to ones with individual team members and also ensures the continual
professional development of the team.
 Completes quality assurance checks and conducts risk monitoring on customer calls to ensure
a high quality of service.
 Assists colleagues with supervisor calls and difficult enquiries.
 To deal with high level customer complaints, ensuring that these are resolved to the
customer’s satisfaction and First Touch.
 Adheres to all controls and SLA’s eg. Anti Money Laundering, Anti Bribery etc and ensures that
all management reporting is completed on time.
 Conducts mandatory half yearly Complaint Assessments as well as daily internal compliance 
checks.

Contact Centre Team Leader 

Monitored advisor calls to ensure they are compliant and that the advisors are delivering
excellent customer service at all times.
 Monitored correct risk level taken by advisors to ensure the caller is the customer and stopping
potential fraudsters gaining access to accounts. If a colleague has failed to report any potential
fraud I would liaise with the MLRO for the centre and complete risk checks.
 Responsible for checking and providing feedback on non-compliant calls and highlighting
training issues for over 90 people
 Managing the team SharePoint database to ensure that it is up to date to allow the Team
Leaders to coach and train colleagues.
 Involved in the analysis and the improvement of the group’s procedures to streamline
processes to make them more efficient for both customers and colleagues alike.
 Implemented the installation of a new communication system that improved the level of
customer service delivery by allowing quicker access to client information, this system was
then introduced into other departments following its successful integration in the contact
centre.
 Solely responsible for introducing new systems such as Service Tick and Teleport into both the
contact centre and operations department to further improve service delivery.
 Re-invented and maintained the centre’s SharePoint site and introduced the new workflow
systems

Quality Assurance Team Lead

 Communicating issues and incidents within the contact centre to management and
stakeholders.
 Reorganising the contact centers daily schedules to coincide with customer demand.
 Monitored the abandonment rate of the contact centre.
 Ensured that colleagues followed their daily work schedules.
 Updated and communicated daily centre statistics to senior management.

Real Time Adherence

Deputy Team Leader

Retention Team - Customer Advisor

International Relationship Advisor

International Mortgage Advisor

Onboarding Specialist

Customer Service Officer

With 15 + years call centre experience I believe my knowledge and experience gives me the best foundations to ensure my colleagues & customers provide & receive the best service possible.

Taplio

Maresa Beattie's Linkedin Analytics

Want to drive more opportunities from LinkedIn?

Taplio

.css-1jgreyo{background-image:linear-gradient(284deg, rgba(39,43,72,1) 0%, rgba(33,47,183,1) 100%);color:transparent;-webkit-background-clip:text;background-clip:text;}Maresa Beattie's Linkedin Analytics

Want to drive more opportunities from LinkedIn?

Maresa Beattie's Linkedin Analytics