Catrin Parry

In my current role, I have taken every opportunity to step up, whether that is leading the team during a gap in management, chairing customer meetings, or supporting colleagues through coaching and training.

Key achievements include:

• Coaching and Performance: Prior to the central spreadsheet, I developed my own performance tracker that helped identify trends, flag coaching needs and measure progress, with my reviewing structure now being considered for wider use across management.
• Fast Track Revamp: I rewrote the Fast Track criteria, delivered department-wide training, and helped handlers embed it into their day-to-day approach.
• Customer Meetings: I led slide creation, chaired multiple meetings, and presented ENOL/FNOL NPS analysis. I followed up on key actions after each meeting and have continued to update this on a monthly basis.
• Training and Onboarding: I led sessions for new starters in my team and provide regular live call feedback and coaching support for established team members.
• Culture and Engagement: I introduced a more inclusive monthly awards system, launched “Handler of the Week,” and brought in creative competitions that boosted morale and brought quieter handlers out of their shell.

• I take pride in delivering excellent customer service, and my role as a travel claims handler has enhanced my confidence in making considered decisions promptly.
• By providing front-line support, adeptly gathering information through questioning, and navigating claims handling, I offer guidance to customers.
• Ensuring positive outcomes involves ongoing support and keeping promises throughout the process.
• My responsibilities include overseeing claim reviews and payments, refining skills in listening, decision-making, accuracy, and confident communication.

Key Achievements:

• Advised customers on claims, managing expectations and explaining processing timelines.
• Skillfully collected, recorded, and distributed comprehensive documentary evidence.
• Escalated critical or complex claims to supervisors for thorough review.
• Established effective internal and external relationships.
• Attained positive claim outcomes through meticulous case management.
• Promptly processed inbound customer calls, meeting handling timeframe targets.
• Modelled positive customer experiences, setting an example for junior team members.

• As a digital energy industry apprentice, I actively contributed to diverse customer projects in Data Centers, Universities, and various institutions.
• My pivotal role in engineering HVAC solutions tailored to client needs guided projects seamlessly from planning through installation and commissioning phases.
• During planning, I adeptly resolved issues, fostering cohesive systems and positive client relationships.
• Meticulous paperwork preparation in the documentation phase ensured clear guidelines for engineers, and overseeing installations maintained the highest quality standards.
• Commissioning involved on-site testing, utilizing SQL and Excel for seamless software integration.
• Post-implementation, client engagement confirmed satisfaction and identified potential improvements.
• Beyond engineering, my apprenticeship provided diverse hands-on experiences.
• Embracing leadership opportunities, I served as a STEM Ambassador, educating schools on STEM careers.
• My role included contributing to team optimization, adapting to new environments, and completing training and coursework, showcasing a commitment to continuous improvement.
• Qualification-wise, I bring an electrical background with BMS and HVAC industry experience.
• Proficient in EBO and Sigma systems, I previously worked in a Field Service environment with a strong emphasis on customer care.
• My motivation to learn about Schneider Electric's product range is evident through ongoing work experience and a robust track record in a similar role.
• With a positive attitude and constructive approach, I am fluent in English (both written and verbal) and hold a full driving license.

• As a Sole Trader supervisor, I prioritised efficient problem-solving and optimised stock management.
• Progressing to a supervisor, I assumed additional financial responsibilities such as end-of-shift cash management and key control.
• Key Leadership Contributions:
• - As a supervisor, I implemented effective problem-solving and stock management practices.
• - Improved team productivity through strategic staff planning, coordination, and task delegation.
• - Quickly addressed customer complaints, ensuring prompt resolution.
• - Led shifts, inspiring the team to achieve KPIs.