Katie Kenny

• Led employee relations through effective communication, coaching, training, and development.
• Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
• Ensure the General Insurance Code of Practice requirements are met or exceeded by allocating and monitoring work effectively for my own team and other teams where required.
• Responsible for the review and analysis of customer complaints/feedback to identify opportunities for improvement and ensure feedback is provided to the relevant teams/individuals
• Enhanced team productivity by implementing efficient task delegation and time management strategies.
• Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
• Collaborated with other departments to resolve complex customer issues effectively and efficiently.
• Implemented quality assurance measures, ensuring consistent levels of excellence in service delivery.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Oversee day-to-day operations within the call centre, implementing strategies to optimize performance, reduce costs, and improve service delivery.

• Deliver superior customer service to ensure every touch point with the customer is timely, consistent and a positive experience.
• Ensure compliance with all sections of the General Insurance Code of Practice, following processes and procedures to avoid breaches.
• Responsible for the review of claims decisions recommended by Claims Consultants. This involved reviewing builder recommendations, the claims consultant recommendation, seeking additional information if required and speaking to customers where appropriate. I feel it is imperative that we make the correct decision first time to avoid customer angst and overturned decisions at stage 2 or AFCA.
• Similarly, I was responsible for stage 1 complaint management for claims in which I approached with the same rigour as denials, seeking input from experts where required.
• Providing coaching and support to existing and new team members to develop their skills.
• Input to the learning and development plans & execution for team members.

• Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
• Managed high call volume while maintaining a courteous and professional demeanor.
• Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
• Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
• Provide administrative support for the processing of SEPA payments (the single euro payments area harmonises the way cashless euro payments are made across Europe), contacting members if required. Amending payroll to ensure deductions are correct and processed appropriately.
• Update member data and records in line with Anti-Money Laundering Policy, ensure all interactions with members are accurately stored via the document management system.
• Provide members with product and service information both on a reactive and proactive basis.
• Assisted with evaluating loan applications and supporting documentation to assess the financial status and creditworthiness of applicants.

• Supervised day-to-day operations to meet performance, quality and service expectations.
• Maintained a clean, safe, and organized gym floor environment to enhance the customer experience.
• Developed strong working relationships with staff, fostering a positive work environment.
• Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
• Improved customer satisfaction by addressing and resolving complaints promptly.
• Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
• Assisted with recruitment and the onboarding of new staff members.
• Strong ability to plan and implement after-sales services, ensuring high levels of customer satisfaction.

*Details of specific duties available on request.