Summary
Overview
Work History
Education
Skills
Accomplishments
References
Coreskills
Timeline
Generic

ADAM HUTCHINGS

19 Ingram Road ,Steyning

Summary

IT Professional with over 22 years experience in the travel insurance and assistance industry includes over 13 years in leadership roles. Experienced in process mapping, end to end User Acceptance Testing, and maintenance of software systems with extensive experience of using Jira/Ticketing Software and working in an agile environment. Part of a team that has delivered multiple transformation programmes across multiple locations globally.

Overview

23
23
years of professional experience

Work History

Application Support Engineer

Crisis24
11.2022 - 12.2024
  • Assist with onboarding policy documentation and client information onto SharePoint, including updating client information when required
  • Liaise with account managers and ensure all documents and content are fully compliant, with supporting the layout of the SharePoint pages
  • Help configure workflows and tasks for users to access efficiently on the platforms and online portals
  • Identify where process updates are required, including new scheme information
  • Provide support with new releases of system updates to improve services for Medical Operations and Claims with configuration on new functionality
  • Provide support with the case management system and the reviewing of documents and claim related payments
  • Provide updated configuration on Salesforce, Sharepoint and Nordic Insurance Software (Go Trex)
  • Supported Telephony (AWS) requests for QA purposes, to locate and store calls for management use
  • Build reports in Salesforce for specific data related queries for Assistance, Claims and Finance

Application Support Engineer

Collinson Group
08.2016 - 11.2022
  • Coordinate and support User Acceptance Testing on Nordic Platform, including questionnaires and end to end processes
  • Product and Scheme mapping from old IT Platform to the requirements of the new IT platform
  • Work with management and project team to understand and create new operational workflow process maps
  • Support Learning and Development with technical knowledge of the new IT platform and feed into the training material to be used by the trainers & operations
  • Update QMS documentation in SharePoint to ensure claims and assistance departments are aligned with the processes and procedures

Insurance Sales and Claims - Team Leader

Collinson Group
05.2015 - 07.2016
  • Responsible for daily management of a team of 10, as well as responsibility for reporting on absence, sickness and KPI's for a call centre of 30 staff
  • Manage HR related issues, including recruitment, investigating, and carrying out disciplinary and capability meetings
  • Accountability for underperformance, monitored performance and trends as a team and individual level work with individuals to put in place suitable coaching/action plans to ensure they met their monthly objectives

Insurance Sales - Team Leader

AIG UK Ltd
09.2010 - 11.2014
  • Led a 12-member team to achieve personal and team KPI's within a busy call centre environment, managing the SLA's and reporting to senior management
  • Embedded Quality Assurance and compliance with call monitoring, providing feedback on areas including soft skills and script adherence

Duty Manager

AIG UK Ltd
01.2002 - 01.2010
  • Support staff with technical queries, refunds, and complaints
  • Ensuring service levels were met for the call centre and complete staff annual appraisals and reviews

Education

GNVQ Leisure and Tourism (Advanced) -

Steyning Sixth Form College
01.1999

9 GCSE's - including Maths and English

Steyning Grammar School
01.1996

Skills

  • Critical Thinking
  • Problem Solving
  • Time Management
  • Communication
  • Collaboration
  • Attention to Detail
  • Flexibility

Accomplishments

  • Supported the successful launch of multiple sales & service platforms to deliver multi schemes, products and financial application capability for over 100 users.
  • Coordinated and supported the User Acceptance Testing on the Nordic and SaleForce Platforms with comprehensive questionnaires and end-to-end process mapping.
  • Successfully supported the migration of system data to a new platform, including the onboarding of new Clients/Policies.
  • Delivered new features and configuration to the current Salesforce Platform, with extensive testing for the online claim's portals used to service customers, making the customer experience a more efficient process.
  • Supported the development of a covid testing product from concept to delivery, including the support and design of appointment booking systems that consumers use to book Covid Tests; receive communications and access their test results before travel. This was implemented in 15 test centres across UK Airports.
  • Updated over 100 letter templates which included merge fields and entities in Salesforce and SharePoint, ensuring a smooth transition for operations to send.

References

Available on Request

Coreskills

  • Critical Thinking & Problem Solving, Systematic approach to solving problems, helping to devise strategies for resolving client and staff queries, includes enhancements to multiple platforms through configuration in making the customer journey and processes more efficient.
  • Time Management, Managing time effectively and prioritising work of importance, ensuring reporting deadlines are met & delivered for all aspects involving multiple transformation programmes and client information on SharePoint, ensuring this is completed and operational in a timely manner.
  • Communication and Collaboration, Led multiple training sessions within a call centre of over 100 staff, co-ordinating and supporting the testing of new scripts/questionnaires and configuration amendments on multiple platforms including Sharepoint, Salesforce and Nordic Insurance Software. Presented feedback sessions to stakeholders and developers on change requests and new features required, as well as demonstrating to users.
  • Attention to Detail, Thorough with testing scripts and ensuring these are completed efficiently before deploying into live platform environments. Involved with internal audits/accreditations and liaising with the compliance team and service delivery managers, ensuring all documents are up to date and meet the criteria for audit and accreditation purposes.
  • Flexibility, Able to adapt and assist to ensure new version updates are delivered on time and with minimal interruption to the workforce using the system, involving out of hours support.

Timeline

Application Support Engineer

Crisis24
11.2022 - 12.2024

Application Support Engineer

Collinson Group
08.2016 - 11.2022

Insurance Sales and Claims - Team Leader

Collinson Group
05.2015 - 07.2016

Insurance Sales - Team Leader

AIG UK Ltd
09.2010 - 11.2014

Duty Manager

AIG UK Ltd
01.2002 - 01.2010

GNVQ Leisure and Tourism (Advanced) -

Steyning Sixth Form College

9 GCSE's - including Maths and English

Steyning Grammar School

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