Summary
Overview
Work history
Education
Skills
Affiliations
References
Timeline
Generic
Geri Brown

Geri Brown

Darlington

Summary

Experienced dynamic individual with a passionate and enthusiastic approach. Embraces new challenges in fast-paced and changing environments. Offering strong leadership and communication skills, with solid foundation in managing teams and resolving conflicts. Possesses unique skills in fostering positive and motivating work environment to boost team performance. Enjoy's making changes and leaving things in a better place than when found. Aspirational with an infectious desire for success.


Overview

24
24
years of professional experience
5
5
years of post-secondary education

Work history

Team Manager

Barclays
Sunderland
10.2015 - 11.2024
  • Responsible for a team of 19 complaint handlers in Sunderland and Liverpool, investigating complaints for Barclaycard and Barclays customers delivering great outcomes
  • Create advocates of Barclays by coaching and developing individuals whilst ensuring values and behaviours are adhered to
  • Empower my team to deliver exceptional quality and excellent customer experience
  • Ensuring the correct training and upskilling is given across the department for customer queries, complaints/concerns and products and services
  • Run projects for continuous improvements in the bank
  • Succession planning to support CSAs progressing into new roles
  • Manage absence, performance and conduct, dealing with disciplinary and conducting investigations

Team Manager

Financial Ombudsman Service
06.2013 - 10.2015
  • Responsible for a team of 12 Adjudicators in the PPI department, investigating complaints between financial businesses and consumers
  • Carry out weekly compliance checks to ensure quality is high and all processes are adhered to
  • Ensuring consistency with performance and quality by attending training, standardisation and meetings with senior managers
  • Running projects with the quality team to improve the way we grade Adjudicators
  • Progress team members to the next grade by continuous improvement and development
  • Manage absence, performance and conduct, dealing with disciplinary and conducting investigations
  • Recruiting new Adjudicators and Team Managers
  • Planning and organising events for up to 135 attendees
  • Coordinated with various departments for seamless workflow.
  • Enhanced team productivity by implementing effective project management strategies.
  • Conducted performance evaluations to identify areas of improvement.
  • Achieved higher team efficiency with regular training and mentoring sessions.

Programme Manager

The Conservation Volunteers
01.2013 - 05.2013
  • Responsible for the Work Programme contract delivery in North East England: Consett and Bishop Auckland subcontracting for Ingeus
  • Budgeting and forecasting
  • Completed Audits, Quality and Inspection- European Social Fund and Department of Working Pensions
  • Performance Management- a team of 22, Employment Advisors, Employment Trainers, Delivery Assistants and Administrators, Post-Participation Coordinators, In Work Support and 2nd Year Advisors across two centres, including recruitment and selection, appraisal and monthly reviews


Operations Manager

JHP Group Limited
12.2011 - 12.2012
  • Promotion from coordinator: overall responsibility for JHP contract delivery in North East England with including SFA contracts PFU and learndirect
  • Role responsibilities and achievements involving: Budgeting and forecasting- including quarterly reviews and re-forecasting
  • Audit, Quality and Inspection- Ofsted inspection in July 2012 resulting in Grade 2
  • Business Development - Won contract in Workplace Learning
  • 2012 implementation of Learndirect in two offices
  • Recruitment - including the selection and on-boarding
  • Integration of Employability and Skills Divisions, relationship building with external stakeholders, SFA, DWP, Work Programme Providers and Local Authorities across the North East
  • Performance Management - a team of 14 Employability Coaches, Tutors, Employer Solutions Consultants and Administrators across the North East, including recruitment and selection, appraisal and interim reviews
  • Investigations Manager - experience of handling investigations and associated report generation
  • Management Information - Interpretation and planning/forecasting based on results
  • Report and present to the executive board on a monthly basis
  • Contributed to the maintenance of external quality accreditation of Matrix Investors of People Gold Award ISO9002
  • Led teams to achieve business objectives on time and within budget constraints

Employability Coordinator

JHP Group Limited
09.2010 - 12.2011
  • Responsible for managing and coordinating the day to day running of various contracts including Foundation Learning, Work Focused Training, Response to Redundancy, IBSA across the North East region
  • Line managing 12 staff
  • Enhanced team productivity with efficient delegation of tasks

Employability Coach

JHP Group Limited
07.2010 - 09.2010
  • Delivery of tailored employability skills to clients in group sessions, to move them into sustainable employment
  • Achieved 34% job outcomes on a target of 30% in two months

Sales Coach

C J Garlands & Co
05.2009 - 05.2010
  • Responsible for the continuous development of 13 Team Managers
  • Driving forward the outbound sales team overall performance by creating a successful culture
  • Streamlined training processes to achieve improved sales techniques

Team Manager

C J Garlands & Co
02.2005 - 05.2009
  • Managed a team of 25 inbound/outbound call centre agents

Technical Support Agent

C J Garlands & Co
02.2004 - 02.2005
  • Handling customer queries whilst proving excellent customer service

Beauty Therapist

Gisborough Hall Hotel
01.2003 - 01.2004
  • Preparing and carrying out a range of treatments

Sales Assistant

Woolworth's PLC
01.2001 - 01.2003
  • Working on shop floor, serving customers, stacking shelves and answering queries

Education

Preparing to teach Life Long Learning (PTLLS) - Level 4

Team Leading - NVQ L2

Beauty Therapy - NVQ 2 & 3

Swedish Body Massage & Complimentary Therapies - Diploma

Reflexology - BTEC Certificate

GCSE's - Maths, English, Double Award Science, History, French, Art, Graphics Design

Laurence Jackson School
01.1995 - 01.2000

Skills

  • Problem identification
  • Solution creation
  • Project management
  • Leadership and development
  • Performance improvement
  • Change delivery
  • Data analysis
  • Business case submission
  • Coaching and Influencing
  • Staff motivation
  • Managerial experience
  • Creativity
  • Passion for challenges
  • Strong communication
  • Customer journey understanding
  • Calm under pressure
  • Calm under pressure
  • Cost reduction
  • Coaching alignment with business guidelines
  • Visionary thinking
  • Negotiation mastery
  • IT systems knowledge
  • Leadership excellence
  • Contractual understanding

Affiliations

  • Reading, painting, camping, exploring, music and films

References

References available upon request.

Timeline

Team Manager

Barclays
10.2015 - 11.2024

Team Manager

Financial Ombudsman Service
06.2013 - 10.2015

Programme Manager

The Conservation Volunteers
01.2013 - 05.2013

Operations Manager

JHP Group Limited
12.2011 - 12.2012

Employability Coordinator

JHP Group Limited
09.2010 - 12.2011

Employability Coach

JHP Group Limited
07.2010 - 09.2010

Sales Coach

C J Garlands & Co
05.2009 - 05.2010

Team Manager

C J Garlands & Co
02.2005 - 05.2009

Technical Support Agent

C J Garlands & Co
02.2004 - 02.2005

Beauty Therapist

Gisborough Hall Hotel
01.2003 - 01.2004

Sales Assistant

Woolworth's PLC
01.2001 - 01.2003

GCSE's - Maths, English, Double Award Science, History, French, Art, Graphics Design

Laurence Jackson School
01.1995 - 01.2000

Preparing to teach Life Long Learning (PTLLS) - Level 4

Team Leading - NVQ L2

Beauty Therapy - NVQ 2 & 3

Swedish Body Massage & Complimentary Therapies - Diploma

Reflexology - BTEC Certificate

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