Summary
Overview
Work history
Education
Skills
Accomplishments
Timeline
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Caitlin McNab

Edinburgh,Midlothian

Summary

Dedicated professional with a strong foundation in customer service, process improvement, regulatory compliance, and auditing. Demonstrates a keen ability to enhance operational efficiency and ensure adherence to industry standards. Committed to leveraging skills in a dynamic environment to drive organisational success and continuous improvement. Strong leadership skills that I was nominated for Team Leader of the year the Contact Centre Awards.

Overview

5
5
years of professional experience

Work history

Performance Assurance Analyst

Chase UK
Edinburgh
05.2023 - Current
  • Review of our monthly, weekly and daily controls to ensure they have been adhered to.
  • Collaborated with external audit teams.
  • Assisted in developing and implementing performance assurance strategies to enhance operational efficiency.
  • Collaborated with stakeholders to ensure adherence to quality standards and best practices.
  • Supported data collection and reporting processes to track performance trends and insights.
  • Maintained documentation of control processes to ensure accuracy and accessibility.


Financial Ombudsman Complaints Team Leader

Chase UK
Edinburgh
03.2021 - 03.2023
  • Overseen a team of 16 to help investigate and resolve complex customer complaints efficiently.
  • Developed training materials to enhance team members' understanding of complaint handling processes.
  • Facilitated regular meetings to encourage open communication and share best practices amongst each other such as call recordings, reviewing resolved complaint cases and discussing amongst the team best practices.
  • Implemented streamlined processes for tracking and managing complaints from initiation to resolution using different platforms such as Microsoft Teams and Excel.
  • Worked closely with the Financial Ombudsman Services by attending weekly calls to discuss our open cases in detail.

Education

Certificate of Higher Education -

Tynecastle High School
Edinburgh

Skills

  • Customer Service
  • Process Improvement
  • Regulatory compliance
  • Auditing

Accomplishments

    Nominated for Team Leader of the Year for the Contact Centre Awards.

Timeline

Performance Assurance Analyst

Chase UK
05.2023 - Current

Financial Ombudsman Complaints Team Leader

Chase UK
03.2021 - 03.2023

Certificate of Higher Education -

Tynecastle High School

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