Cheryl Reed
Summary
Client support professional with a strong background in managing support operations and delivering good customer outcomes, removal of harm in line with consumer duty and mitigation of business risk. Known for fostering team collaboration and meeting dynamic client needs. Trusted for problem-solving abilities and adaptability in fast-paced environments.
Overview
17
17
years of professional experience
Work History
Client Support Leader
LifeSearch
12.2021 - Current
- Streamlined client onboarding processes, enhancing user experience and satisfaction.
- Established administration processes for Private Medical Insurance. Ensuring all clients are given the correct documentation in line with FCA requirements, standardised client communications via text and email.
- Established processes to mitigate risk of policy inception with tax implications be these Relevant Life, P11D or inheritance tax and completed projects across years of back book business to ensure risk is mitigated from policies inception prior to team launch with multiple insurers.
- Led a team of specialist client support engaging with vulnerable clients and design training processes and resilience building content to ensure staff wellness and capability.
- Liaised with internal teams such as adviser/sales coaches and managers, telephone interview team leadership and PMI adviser leadership to ensure all client journeys are processed smoothly and any targeted training is made available to each department.
- Ensured continuation options for RLP to personal cover when required are completed in the right way, by the right team within the strict timescales offered by the insurers within the industry.
- Cultivated strong working relationships with business development and relationship managers from companies such as Lloyds’ Banking Group, High Net Worth Teams, Paradigm Norton and Saunderson House to ensure contracts are adhered to within the business protection sector.
- Built and maintained a relationship with third party Genie Connect LTD to ensure LifeSearch has a working trust proposition for personal protection plans. This included providing development ideas and process design to Genie leadership. Data Quality Management ensuring no DPA breaches sending client data outside our network via SFTP. Leading to a 20% personal trust form completion compared to 4% industry average.
- Ensure the team are inspired to play their part via goal setting with company strategy and quarterly/annual goals via regular performance reviews, annual appraisals and where required, disciplinary measures or movement up pay scales via portfolio submissions.
- Day-to-day team running including KPI, daily workload distributions and training/mentoring as required.
Team Co-ordinator
LifeSearch
12.2018 - 12.2021
- Ensured daily management of KPI’s. Workflow delegation and distribution.
- Absence and sickness management, recruitment when required with related training and coaching of new and existing team members.
Senior Customer Service Advisor
LifeSearch
11.2014 - 10.2018
- Case handler processing insurance applications, via multiple CRM systems.
- Awarded Client Support of the year 2018. 2nd Client support of the year 2016.
Online Marketing Consultant
Thomson Local
07.2014 - 10.2014
- Advising clients about the benefits of SEO, Google maps, PPC, multiple websites, online directories and mobile optimisation. Utilisation of an outbound dialer to engage with a high volume of clients daily.
Sales Agent
Sky Broadcasting Group
11.2013 - 07.2014
- Matching client entertainment needs to product portfolio. Engaging with multiple CRM systems to record data, book engineers & add any additional security a client requested.
Sales and Retention Coach
DirectLine
04.2013 - 11.2013
- Training sales agents into skill diversification to also handle retention calls.
Sales and Retention Agent
DirectLine
06.2011 - 11.2013
- Inbound call centre agent, adhering to strict KPIs and customer satisfaction scores.
Retail Sales
Game
05.2008 - 09.2009
Education
BA - Marketing and Advertising Management
Leeds Metropolitan University Business School
01-2011
A Levels - Business Studies, Psychology, English, Biology and Chemistry
Park Lane College
01-2006
GCSE’s - Dual Co-ordinated Science, English Literature, English Language, Mathematics, French, Graphic Products and Child Development
Parklands Girls’ High School
01-2002
Skills
- Proficient in data analysis
- Systematic process development
- Impact analysis of process rollouts
- Emotional Intelligence & People Leadership
- Interpersonal communication
- Swift adaptation ability
- Team management
- Attention to detail
- Goal setting
- Analytical thinking
- Time management abilities
Accomplishments
- Achieved 55% decrease in policy underwriting and inception date for vulnerable clients and an 8% decrease for business protection clients by introducing standardised processes.
- Increased internal compliance from 14% to 95%+ by introducing standardised training and coaching.
- Developed individuals to be able to train others in their specialist areas, leading to a higher job satisfaction and higher skilled team.
- Led a team of experts handling contracts with Lloyds Banking Group, Saunderson House, Paradigm Norton amongst others.
- Increased trust uptake for personal protection policies from 4% to above 20% via taking a relationship management lead with 3rd party Genie Connect LTD and being the liaison contact between Genie and multiple insurer business development managers.
- Led end to end development of new business propositions in administration of Private Medical Insurance policies and Group Risk
Timeline
Client Support Leader
LifeSearch
12.2021 - Current
Team Co-ordinator
LifeSearch
12.2018 - 12.2021
Senior Customer Service Advisor
LifeSearch
11.2014 - 10.2018
Online Marketing Consultant
Thomson Local
07.2014 - 10.2014
Sales Agent
Sky Broadcasting Group
11.2013 - 07.2014
Sales and Retention Coach
DirectLine
04.2013 - 11.2013
Sales and Retention Agent
DirectLine
06.2011 - 11.2013
Retail Sales
Game
05.2008 - 09.2009
BA - Marketing and Advertising Management
Leeds Metropolitan University Business School
A Levels - Business Studies, Psychology, English, Biology and Chemistry
Park Lane College
GCSE’s - Dual Co-ordinated Science, English Literature, English Language, Mathematics, French, Graphic Products and Child Development
Parklands Girls’ High School
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