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
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