Joanna Gibson
Cumbernauld,North Lanarkshire
Summary
Adaptable, inclusive and driven. Equipped with excellent communication and problem-solving skills, coupled with proven ability to build strong business relationships and deliver great customer outcomes. Proficiency in root cause analysis, conflict resolution and team collaboration which ensures seamless customer experience. Utilises risk analysis techniques for effective quality and compliance monitoring.
Overview
20
20
years of professional experience
2
2
years of post-secondary education
Work history
Green Flag Customer Relations Team Leader
Direct Line Group
08.2022 - 03.2025
- Managed Customer Relations team dealing with complex, high detriment complaints
- Carrying out end to end audits and delivering feedback in line with business requirements to ensure improvement
- Ensure compliance to regulations whilst maintaining quality standards in service delivery
- Identifying trends and reporting on these to ensure actions taken to resolve
- Member of Customer Journey project team- analysing trends and areas of improvement and implementing remedial action to resolve issues
- Performed root cause analysis to prevent recurrence of issues.
- Managed relationships with Network Managers, resulting in increased trust and cooperation between parties
- Encouraged a culture of continuous improvement amongst workforce promoting operational efficiency and a proactive problem-solving approach
Various roles Customer Relations
Direct Line Group
07.2021 - 08.2022
- Department Coach and Team Leader Support
- Coaching, developing, managing teams
- Completing end to end complaint audits and providing relevant feedback to handlers within agreed timescales
- Carrying out training for new starts
- Audit champion – reviewing all team audits and feeding these back for improvements
- Collating data, analysing and identifying trends providing feedback
Green Flag Claims Team Leader (Fixed Term)
Direct Line Group
02.2020 - 05.2020
- Coaching, developing and managing a team
- Side-by-side coaching and development sessions - Identifying trends in poor performance and implementing actions to resolve
- Carrying out call and file audits and delivering feedback to individuals in the team in line with business requirements
- Reviewing audit feedback for trends and feeding back to individuals
Customer Relations Case Handler
Direct Line Group
03.2010 - 01.2018
- Investigating and resolving customer complaints in line with the business rules and requirements
- Audit champion - reviewing team audits and feeding these back for improvements and acting as referral point
Sales and Service advisor
Direct Line Group
07.2005 - 03.2010
Education
Highers - French, Maths, English, Art
01.2001 - 01.2003
Skills
- Building business relationships
- Data analysis and auditing end to end
- Risk and compliance monitoring
- Critical evaluation and process improvement
Timeline
Green Flag Customer Relations Team Leader
Direct Line Group
08.2022 - 03.2025
Various roles Customer Relations
Direct Line Group
07.2021 - 08.2022
Green Flag Claims Team Leader (Fixed Term)
Direct Line Group
02.2020 - 05.2020
Customer Relations Case Handler
Direct Line Group
03.2010 - 01.2018
Sales and Service advisor
Direct Line Group
07.2005 - 03.2010
Highers - French, Maths, English, Art
01.2001 - 01.2003
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