Summary
Overview
Work history
Education
Skills
Languages
Interests
Certification
Affiliations
Timeline
Generic

Chloe Wilson

Rawtenstall,Lancashire

Summary

Skilled professional specializing in budget management, forecasting, and strategic planning. Expertise in data analysis and management information reporting using Tableau and Excel. Proven success in stakeholder engagement and quality assurance, with multilingual capabilities enhancing communication across diverse teams. Analytical Analyst skilled in transforming complex data into actionable insights. Enhanced operational efficiency and supported strategic decision-making through impactful data analysis and innovative solutions. Known for delivering clear, concise reports that guide business strategies and drive measurable improvements in performance.

Overview

10
10
years of professional experience
2015
2015
years of post-secondary education
1
1
Certification

Work history

Performance & Business Management Analyst

Natwest Group
Manchester
2024.01 - 2026.04
  • Financial and headcount reporting including monthly cost report checking, monthly forecasting, budget setting, cost control initiatives, business cases, provision of local analysis intelligence and commentary
  • Creating and delivering recommendations required to improve business performance
  • Produce accurate reports using Microsoft Office tools, aiding decision-making processes at executive level.
  • Implement cost reduction strategies, ensuring financial sustainability.
  • People planning, including capability, engagement and communications
  • Manage documentation of internal and external contracts, focusing on adherence to legal standards and budgetary constraints.
  • Negotiate contracts with third-party vendors for cost-effectiveness.
  • Engaging and influencing stakeholders to make sure that the best outcomes are delivered for the business
  • Support procurement and supply chain planning through detailed forecasting and invoice tracking.
  • Implement cost-saving measures through rigorous budget management and careful resource allocation.
  • Facilitate structured interviews with selected candidates, employing standardised questions to evaluate skills and compatibility.

Collections agent

NatWest Group
Edinburgh
2018.05 - 2024.01
  • Facilitated inbound and outbound follow-up calls in a busy call centre to manage mortgage arrears effectively.
  • Conducted thorough investigations into accounts with balance errors and organised remediation work, utilising financial analysis tools and robust reconciliation processes.
  • Facilitated training sessions to onboard new employees effectively within initial weeks in the company.
  • Resolved customer complaints through effective communication and problem-solving strategies.
  • Demonstrated professionalism whilst dealing with difficult conversations about finances.
  • Prepared reports on collections activity contributing towards strategic planning efforts.
  • Consistently met monthly collection goals due to tenacious follow-up techniques.
  • Coordinated appointment scheduling with mortgage assessment team.
  • Enhanced knowledge of financial laws through continuous professional development.
  • Maintained compliance with FCA regulations, ensuring ethical debt collection practices.
  • Updated client files regularly, ensuring accurate record keeping for future reference.

Customer Service Assistant

World Duty Free
Edinburgh Airport
2017.07 - 2018.05
  • Assisted in researching and attending training sessions for various brands to understand product origins and enhance sales strategies.
  • Supported brand ambassador activities for Guerlain, collaborating with brand manager to discuss sales objectives.
  • Achieved monthly sales targets consistently through focused efforts.
  • Organised and presented merchandise attractively on the shop floor.
  • Operated cash register efficiently, especially during busy shopping periods.
  • Monitored inventory levels regularly, preventing potential stock-outs or overstocks.
  • Communicated effectively in Spanish and French with non-native English customers to enhance client satisfaction.

Service Excellence Consultant - Customer Retention

Sky PLC
Livingston
2015.11 - 2017.07
  • Managed high-volume inbound calls in a fast-paced call centre environment.
  • Applied effective negotiation techniques to navigate complex discussions and ensure customer retention.
  • Boosted client satisfaction ratings by quickly offering proactive resolution ideas while driving actionable responses to questions, concerns or challenges.
  • Achieved retention targets consistently.
  • Conducted quality assurance by reviewing agent calls to maintain service standards.
  • Investigated and escalated complex complaints to executive office, ensuring thorough documentation and adherence to company protocols.
  • Assisted clients through correspondence via email, telephone, and post to address service dissatisfaction.
  • Managed cases from initiation to conclusion, ensuring high standards of handling.
  • Facilitated timely resolutions to enhance customer satisfaction ratings.

Education

Higher Education - French, Spanish, English, Music, Business Management, Mathematics

Armadale Academy
West Lothian

Certificate of Higher Education - Language Studies

The Open University
Milton Keynes

Skills

  • Customer service expertise
  • Conflict resolution
  • Verbal communication
  • Budget management
  • Tableau
  • Problem solving
  • Creative innovation
  • Advanced excel proficiency
  • Data analysis and MI reporting
  • Training and development
  • Planning and forecasting
  • Communication skills
  • SAP Fieldglass
  • Oracle
  • Strategic planning
  • Leadership
  • Quality Assurance
  • Multilingual
  • Stakeholder engagement

Languages

English
Native
Spanish
Fluent
French
Upper intermediate (B2)

Interests

Traveling, Languages, Reading, Music, Art (Drawing), Animals

Certification

Certificate of Higher Education - The Open University - Language Studies

Affiliations

  • Art
  • Reading
  • Animals
  • Travelling
  • Music

Timeline

Performance & Business Management Analyst

Natwest Group
2024.01 - 2026.04

Collections agent

NatWest Group
2018.05 - 2024.01

Customer Service Assistant

World Duty Free
2017.07 - 2018.05

Service Excellence Consultant - Customer Retention

Sky PLC
2015.11 - 2017.07

Higher Education - French, Spanish, English, Music, Business Management, Mathematics

Armadale Academy

Certificate of Higher Education - Language Studies

The Open University
Chloe Wilson