Summary
Overview
Work history
Education
Skills
Certification
Timeline
Generic

Harvey Santos

Summary

A resilient problem solver with over a decade of proving great customer service. I enjoy helping stakeholders reach the best outcome possible with a willingness to handle any complex issue. Outside of work I coach in multiple areas of sports.

Overview

6
6
years of professional experience
1
1
Certification

Work history

Claims Case Manager

Aviva
06.2025 - Current
  • Managed Income Protection Claims for John Lewis.
  • Collaborated with cross-functional teams to streamline claims processing and enhance group satisfaction.
  • Investigated complex claims by gathering relevant information and attending meetings where needed.
  • Provided expert guidance to clients regarding their claims status and outlined necessary steps for resolution.

Customer Service Specialist

Starling Bank
09.2022 - 12.2024
  • Provided live service technical support for complex issues, actioning protocols and coordinating with operational support teams.
  • Assisted in the hiring process and contributed to the training and development of new starters.
  • Handled highly sensitive cases including fraud, disputes, and impersonation, ensuring swift resolution and compliance with regulatory standards.
  • Collaborated with cross-functional teams to enhance customer experience and streamline service processes.

Customer Service Representative

Metro Bank
01.2020 - 09.2021
  • Assisted customers in onboarding personal and business accounts face-to-face, delivering a tailored experience while adhering to KYC and enhanced due diligence (EDD) requirements.
  • Stayed up to date with financial developments and regulatory changes, ensuring compliance and accurate customer guidance.
  • Trained and developed two new starters, supporting their integration and improving team performance.
  • Developed and maintained stakeholder relationships, contributing to a key partnership programme with several local business.

Education

Master of Business Management -

Southampton University
09/2018 - 08/2019

Business Sports Management -

Southampton University
09/2015 - 08/2018

Skills

  • Business forecasting
  • Creative thinking
  • Logical reasoning
  • Cognitive flexibility
  • Technical proficiency
  • Business development

Certification

FA Level 1 in Football Coaching.

FA Level 5 Referee for Hampshire.

First Aid registered.


Timeline

Claims Case Manager

Aviva
06.2025 - Current

Customer Service Specialist

Starling Bank
09.2022 - 12.2024

Customer Service Representative

Metro Bank
01.2020 - 09.2021

Master of Business Management -

Southampton University
09/2018 - 08/2019

Business Sports Management -

Southampton University
09/2015 - 08/2018
Harvey Santos