Alasdair McMullen
Perth
Summary
Experienced in the insurance field with a strong interest in commercial risks. Previous knowledge of selling and servicing insurance products. Proficient in policy interpretation, risk assessment and effective communication, ensuring optimal client satisfaction. Demonstrates exceptional digital literacy and active listening skills to address client needs efficiently.
Overview
10
10
years of professional experience
Work History
Activity instructor
Live Active Leisure
Perth
10.2023 - Current
- Created fun-filled activities for enhancing children's physical abilities.
- Streamlined the booking process to improve customer satisfaction.
- Administered first-aid treatment, ensuring injured participants received immediate care.
- Enhanced students' swimming skills by implementing diverse teaching techniques.
- Fostered a safe and supportive learning environment with clear rules and guidelines.
- Maintained a clean, hygienic pool area for the health of swimmers.
- Provided constructive feedback for improved stroke technique and efficiency.
- Conducted regular assessments to measure student progress.
- Trained students of varying age groups, from toddlers to adults, successfully.
- Adapted lesson plans based on individual capabilities to ensure progression.
- Demonstrated correct swimming techniques for effective learning.
- Established positive relationships with parents, ensuring their understanding of their child's development in swimming.
- Collaborated with other instructors to develop comprehensive swim programs, improving overall course quality.
Customer Service Advisor
Aviva
Perth
09.2017 - 10.2023
- Answer inbound telephone calls from clients wishing to service their home insurance policies.
- To complete all GDPR and caller verification requirements.
- Use of IT equipment and software packages whilst handling calls with clients to process changes to policies and to meet customer demands.
- Adhering to a schedule for completing work.
- Use of email systems to communicate with clients/colleagues in other areas of the business.
- Identify and treat assist any vulnerable clients in line with the company values and regulatory requirements.
- Identify any expressions of dissatisfaction from clients and logging these on a complaints management system following FCA guidelines.
- Referring to an underwriting knowledgebase for any questions regarding insured events or liabilities.
- Answer queries for 5 separate home insurance partnerships.
- Record customer and risk details accurately using the phonetic alphabet for communication to ensure accuracy.
- Answer any payment queries by using the system or reaching out to the payments team when further support is needed (for example a vulnerable client).
- Work with quality assurance experts who provide feedback and will ensure any action or non-action does not negatively impact the client.
- Using support tools to navigate and guide the client journey.
- Attend team meetings to collaborate and share experiences.
Kayaking Instructor
Live Active Leisure
Perth
07.2017 - 10.2017
- Delivered pool based kayaking sessions for beginners and improvers (60 minute duration) for children aged between 8-12 years.
- Registering each child on arrival using the booking/attendance register.
- Welcoming and introducing newcomers to paddlesports.
- Communicate clear instructions to all participants throughout session.
- Ensuring safety checks and swim tests are carried out.
- Preparing, checking, presenting and putting away paddlesports equipment in a safe and organised manner.
Sales Advisor
Debenhams Retail plc
Perth
09.2014 - 07.2017
- Delivered excellent customer service by addressing and resolving queries.
- Suggested suitable products to customers for enhanced shopping experience.
- Boosted brand reputation with demonstration of product knowledge.
- Maintained clean, organised retail environment to enhance shopping experience.
- Assisted in stock taking for accurate inventory management.
- Facilitated smooth checkout process, enhancing customer satisfaction levels.
Education
Scottish Qualifications Certificate - Scottish Swimming Teacher Qualification (Aquatics)
Scottish Swimming
Stirling 10/2023 - 11/2023
SVQ Level 3 - Retail Skills
JHP Training
Perth 05/2012 - 08/2012
NQ - Sport and Outdoor Adventure
Perth College UHI
Perth 09/2009 - 06/2010
Intermediate 2 - Administration
Perth Academy
Perth & Kinross 08/2008 - 06/2009
Intermediate 1 - Mathematics
Perth Academy
Perth & Kinross 08/2008 - 06/2009
Standard Grade - English
Perth Academy
Perth & Kinross 08/2006 - 06/2008
Skills
- Commercial awareness
- Insurance product knowledge
- Policy interpretation
- Effective communication
- Risk assessment
- Active listening
- Digital literacy
Affiliations
- Canoe Slalom
- Swimming
- Strength and conditioning
References
References available upon request.
Timeline
Activity instructor
Live Active Leisure
10.2023 - Current
Customer Service Advisor
Aviva
09.2017 - 10.2023
Kayaking Instructor
Live Active Leisure
07.2017 - 10.2017
Sales Advisor
Debenhams Retail plc
09.2014 - 07.2017
Scottish Qualifications Certificate - Scottish Swimming Teacher Qualification (Aquatics)
Scottish Swimming
10/2023 - 11/2023
SVQ Level 3 - Retail Skills
JHP Training
05/2012 - 08/2012
NQ - Sport and Outdoor Adventure
Perth College UHI
09/2009 - 06/2010
Intermediate 2 - Administration
Perth Academy
08/2008 - 06/2009
Intermediate 1 - Mathematics
Perth Academy
08/2008 - 06/2009
Standard Grade - English
Perth Academy
08/2006 - 06/2008
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