HOLLY SHAW
Westhoughton, Bolton.
Summary
I am a Senior Client Services Specialist at Howden, managing a portfolio of over 180 SME Healthcare schemes, ranging from 1-2 member schemes to those with 190+ members. I provide end-to-end support throughout the renewal process, including reviewing terms, assessing the best options for each client, and negotiating with insurers to secure the most competitive premiums. Beyond renewals, I am their main point of contact, assisting with queries and providing ongoing support to help clients manage and run their schemes effectively. I value building strong client relationships, resolving issues efficiently, and ensuring a seamless, positive experience. I am now seeking to progress into a more advisory role where I can leverage my knowledge, experience, and client-focused approach to support clients and retain business.
Overview
5
5
years of professional experience
Work history
Senior Client Services Specialist
Howden Employee Benefits & Wellbeing
Manchester
07.2023 - Current
- Manage a portfolio of over 180 SME clients in relation to their healthcare schemes including: Private Medical Insurance, Dental, Travel, Cash Plan, Health Screening and Employee Assistance Programme
- Providing end-to-end support for clients through entire renewal process
- Ensuring renewal communications are issued in a timely and accurate manner
- Negotiating effectively with insurers to achieve the best outcome for clients
- Deliver responsive and high-quality client service, resolving queries proactively and addressing potential concerns to prevent complaints and increase client retention
- Building strong relationships with clients and insurers to keep up to date with market knowledge and understanding of key trends
Shift Manager
Bob and Berts
Lancaster
03.2022 - 01.2023
- Evaluated team outputs and delivered constructive feedback to aid professional development
- Ordered stock and procured services to deliver on company goals
- Ensured each shift ran smoothly, requiring strong organisational skills
- Managed time effectively to prioritise tasks as needed
- Developed continuous improvement initiatives to drive team efficiencies
- Exhibited strong leadership skills, inspiring and motivating the team to perform at their best
Shift Manager
German Doner Kebab
Lancaster
12.2020 - 06.2021
- Led a team of 20+ to achieve KPI targets in a fast-paced environment
- Trained and mentored new employees to maximise team performance
- Tracked receipts, employee hours and inventory movements
- Kept employees operating productively and working on task to meet business and customer needs
- Adhered to company standards and compliance requirements for operations and cleanliness of all areas
Education
LLB (Hons) - Law with Politics
Lancaster University
09/2020 - 07/2023
A-Levels -
Winstanley College
09/2018 - 06/2020
GCSEs -
St James Church of England Secondary School
09/2013 - 06/2018
NVQ Level 4 -
Account Executive Development Pathway
London 06/2024 - 10/2025
Skills
- Excellent communication and interpersonal skills
- Customer service skills
- Financial management
- Building and maintaining strong client relationships
- Managing a diverse client portfolio
- Ensuring compliance with regulatory and company standards
- Understanding client needs to tailor solutions
- Handling issues with urgency and finding practical solutions to keep clients satisfied and improve retention
Timeline
Senior Client Services Specialist
Howden Employee Benefits & Wellbeing
07.2023 - Current
Shift Manager
Bob and Berts
03.2022 - 01.2023
Shift Manager
German Doner Kebab
12.2020 - 06.2021
LLB (Hons) - Law with Politics
Lancaster University
09/2020 - 07/2023
A-Levels -
Winstanley College
09/2018 - 06/2020
GCSEs -
St James Church of England Secondary School
09/2013 - 06/2018
NVQ Level 4 -
Account Executive Development Pathway
06/2024 - 10/2025
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