Christopher Glasson
Technical Writer/Trainer/QC/Compliance
Margate
Summary
An enthusiastic QC & technical training specialist. Successful at developing high level process maps, user guides and training large numbers of staff within the financial services industry. An experienced Business Economics graduate able to work to strict deadlines and make independent decisions about effectiveness of documentation and training.
Overview
20
20
years of professional experience
5
5
years of post-secondary education
Work History
Property Developer
C. Glasson Ltd
Margate, Kent
03.2024 - Current
- Took a years leave to focus on the care of my mother who is in the late stages of dementia.
- She is now in full time care.
- Spare time was invested into the development of 2 properties.
- Evaluated prospective properties for redevelopment potential based on location, size, zoning restrictions, and other factors.
- Collaborated with architects and builders to create practical and visually appealing properties that catered to market demands.
- Worked with Liverpool City Council to get all the necessary grants.
- The 5 Bedroom HMO property is now successfully leased, the other has had all planning permissions approved.
QC, Guidance Writer and Trainer
Big Four Consultancy
London, England
01.2021 - 03.2024
- Oversaw quality checking and training for Service Operations - the customer facing aspect of CustomsClear. This business provided software to assist UK traders complete import and export declarations.
- With a background in Financial Services this required learning an entirely new field of business before writing procedure guides for both casework and customer contact agents.
- Service Operations quality remained above 95%.
- Met all personal targets and my quality remained above 98%.
- Finalised the quality check framework for Service Operations.
- Wrote and delivered training material to 20+ agents - casework, contact agents, QC team members
- Developed multiple inbound and outbound call scripts.
- Configured identity and verification protocols for telephony teams to protect customer data.
Investment Trainer and Guidance Writer
DMS
London, England
08.2020 - 12.2020
- Awarded Project Partner of the year by the client.
- Wrote multiple standard operating procedures (SOP's) for investment case handling teams needing to: communicate rejection outcomes, handle inbound calls, progress post decision appeals.
- Developed training plan required to teach case handling teams skills required and carried out that training successfully.
- Trained 10 new investment case handlers for DMS, and assisted with training a further 10 for clients internal investment function.
- Used RCA to develop guidance to resolve large batches of previously unworkable cases. Created and distributed internal communications and remotely trained 55 assessors on how to follow that guidance
- Clients Legal and TOV teams approved use of three FAQ documents drafted to assist assessors deal with customer objections received during calls.
QC - Investment Case Review
DMS
05.2020 - 08.2020
- Reviewed assessors casework and approved compensation payments to customers.
- Quality checked reviewers going through their own accreditation.
- After maintaining quality at 100% and comfortably being able to hit all production targets I was soon required to assist with the training of new case handlers and QC. (Given my previous work experience).
Pensions Trainer and Call Coach
Deloitte Managed Services
05.2019 - 03.2020
- Worked with pensions technical leads to create a process guide and interactive script to assist pensions reviewers contact customers and investigate pension suitability.
- Trained groups of agents to be able to data gather and investigate pensions claims.
- Listened to and coached agents to handle inbound and outbound calls from customers wanting to know more about the current situation with their pension claim.
- Was part of an RCA committee who met weekly to analyse project quality and create training initiatives to improve it.
- Used ‘Continue & Begin’ fast coaching method to reinforce 1-2-1 training and drive operations quality from 77% to 95%.
QC General Banking
Deloitte Managed Services
06.2018 - 03.2019
- Maintained 100% quality record for checking past business review casework.
- Managed teams for 3 months to cover absence.
- The team subsequently became top in operations quality and productivity tables.
Managing Director
Redshift Rebels Limited
04.2015 - 07.2018
- Managed daily operations of streetwear and live music divisions, orchestrated forward-thinking strategies to promote brand identity and increase sales.
- Organized and promoted monthly club nights at 1000+ capacity venues including Queen of Hoxton, Book Club and Proud Camden.
PPI Casework QC & Redress Casehandler
Momenta
London, England
08.2013 - 03.2015
- Maintained 95% quality record for auditing PPI review casework.
- Trained to handle redress investigations before being promoted to QC within 8 weeks.
- Evaluated effectiveness of training material by surveying trainees, collecting feedback and presenting to change management team.
PPI Caseworker & QC
Momenta
05.2010 - 02.2013
- Maintained 95% quality record investigating PPI suitability.
- Promoted to PPI QC after 6 months.
- Evaluated effectiveness of investigation process by reviewing outcomes holistically and presenting findings to senior management.
Executive Summary Manager
Financial Ombudsman Service
11.2009 - 04.2010
- Analyzed approach to adjudication and identified inefficiencies in communicating outcomes.
- Developed new approach to investigating complaints and communicating outcomes to stakeholders.
- This lead to selected casework teams being able to double their productivity within 6 months.
Jurisdiction Team Manager
Financial Ombudsman Service
11.2008 - 10.2009
- Managed team of 20+ adjudicators handling jurisdiction based casework.
- Performance managed four individuals to achieve their potential and meet organisations team based goals.
Trainer and Casework Support Team Manager
Financial Ombudsman Service
05.2007 - 10.2008
- Responsible for hiring 20 staff and worked alongside Heads of Banking, Insurance, Pensions and Investments to develop training material, roll out training and manage during new teams probationary period.
- Proactively identified and solved complex problems related to employee training, management and customer experience to achieve 90% quality and 3% abandon rate.
SME Jurisdiction Team
Financial Ombudsman Service
01.2006 - 04.2007
- Liaised with Ombudsmen and provided guidance to Jurisdiction Team on casework investigation.
- Created schedules, recruited, trained and mentored 10 new staff members to meet hiring demands of Telephony and Jurisdiction departments.
Jurisdiction Team Member
Financial Ombudsman Service
09.2005 - 01.2006
- Assessed time-barred cases under DISP rules.
- Top performing member for both quality and production.
- Promoted to SME, senior casework adviser after 3 months.
Education
Bachelor of Arts - Business Economics
University Of Central England
Birmingham 09.1999 - 6 2002
A-Levels -
Palmers College
Grays, Essex 09.1997 - 6 1999
GCSE's -
Coopers Coborn
Upminster 09.1992 - 06.1997
Skills
Casework QC
undefinedInterests
Learning Edward DeBono thinking systems
Producing Award Winning Podcasts for the Distraction Pieces Network
A karate instructor by 12, now an avid MMA fan
Snowboarding, board games, and graphic design
Timeline
Property Developer
C. Glasson Ltd
03.2024 - Current
QC, Guidance Writer and Trainer
Big Four Consultancy
01.2021 - 03.2024
Investment Trainer and Guidance Writer
DMS
08.2020 - 12.2020
QC - Investment Case Review
DMS
05.2020 - 08.2020
Pensions Trainer and Call Coach
Deloitte Managed Services
05.2019 - 03.2020
QC General Banking
Deloitte Managed Services
06.2018 - 03.2019
Managing Director
Redshift Rebels Limited
04.2015 - 07.2018
PPI Casework QC & Redress Casehandler
Momenta
08.2013 - 03.2015
PPI Caseworker & QC
Momenta
05.2010 - 02.2013
Executive Summary Manager
Financial Ombudsman Service
11.2009 - 04.2010
Jurisdiction Team Manager
Financial Ombudsman Service
11.2008 - 10.2009
Trainer and Casework Support Team Manager
Financial Ombudsman Service
05.2007 - 10.2008
SME Jurisdiction Team
Financial Ombudsman Service
01.2006 - 04.2007
Jurisdiction Team Member
Financial Ombudsman Service
09.2005 - 01.2006
Bachelor of Arts - Business Economics
University Of Central England
09.1999 - 6 2002
A-Levels -
Palmers College
09.1997 - 6 1999
GCSE's -
Coopers Coborn
09.1992 - 06.1997
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