Summary
Overview
Work history
Skills
Timeline
Generic

KAT DESHONG

Reading,UK

Summary

Accomplished professional with extensive expertise customer services, anti-money laundering, and financial regulation. Proven track record in managing customer complaints, ensuring data protection, and enhancing customer experience through effective solution ownership and engagement strategies. Adept at quality assurance, process efficiency, and best practice building within the financial services industry. Strong interpersonal skills with a focus on coaching, mentoring, and relationship building. Committed to continuous improvement and achieving excellence in all areas of business administration and client communication.

Overview

26
26
years of professional experience

Work history

Remediation Support Case Handler

Huntswood - St James Place
11.2024 - Current
  • Coordinated with various departments for seamless operations.
  • Resolved complex cases with meticulous research and analysis.
  • Utilised knowledge to interpret company policy, resulting in accurate decisions.
  • Regularly adapt knowledge to stay abreast of guidance changes.
  • Maintained detailed records of each case, demonstrating excellent organisational skills.
  • Managed high volume of cases efficiently, maintaining high quality standards.
  • Reviewed case documents meticulously, ensuring accuracy and completeness.
  • Collaborated constructively with other case handlers, fostering a supportive work environment.
  • Provided excellent service to clients, ensuring their satisfaction.
  • Conducted thorough case investigations, leading to improved outcomes.

Payment Investigator

Huntswood - NewDay
05.2023 - 11.2024
  • Remediation of customer accounts, analysed extensive information to identify customer’s who’d been impacted by Covid-19
  • The purpose being to update these accounts to show a correct reflection and to ensure they’d been no negative impact
  • Inclusive of processing refunds and reversals
  • Ensuring customers kept informed via writing of bespoke letters
  • All levels of customer’s catered for, such as business and third parties (Insolvency Practitioners)
  • Involvement in monthly operation calls where project updates and best practises were shared
  • Positive feedback received and quality scores maintained throughout project

Customer Service Specialist

Huntswood
09.2022 - 04.2023
  • Company Overview: NewDay
  • Assisted with the transition of John Lewis Partnership accounts from HSBC to NewDay
  • Owned customer issues and dealt with complaints to customer satisfaction within the parameters of the business and to have minimal referrals to the Financial Ombudsman Service
  • In addition, owned customer complaints on several credit cards run by NewDay such as, Argos, Marbles, Aqua, Pulse, AO, BIP to name a few
  • NewDay

Irresponsible Lending – Customer Service Specialist

Huntswood
05.2022 - 09.2022
  • Company Overview: Morses Club
  • Executed various tasks, including working on redress calculations, upholding and defending cases, and closing cases
  • Managed customer and CMC complaint in timely and efficient manner
  • Delivered exceptional customer service, resulting in enhancing satisfaction and retention level
  • Morses Club

KYC/KYB Analyst

Huntswood
03.2021 - 04.2022
  • Company Overview: TSB
  • KYC/KYB Remediation and onboardings
  • Gathering and analysing appropriate documentation
  • Review of current procedures
  • Direct customer contact to obtain missing information, third party sources also used
  • Experience in various entities
  • Management of customer, Business blocks
  • Identification and flagging of risks to appropriate teams
  • TSB

PPI Quality Checker / PPI Case Handler

Huntswood
Reading
02.2015 - 11.2020
  • Company Overview: NAG PPI Project
  • Delivering in a range of customer-focused projects addressing the complexity of PPI complaints, I have owned the customer communication aspect of investigations achieving positive customer outcomes and satisfaction from services
  • NAG PPI Project
  • Achieved swift promotion from Case Handler to Quality Assurance Checker
  • Provided customer support to healthcare bodies partnering with hospitals, clinics and services to achieve swift resolution of questions, queries and requests
  • Managed PPI cases end to end making quality decisions for review and redress
  • Owned customer complaint platforms achieving SLA in resolutions
  • Managed complaints in a regulated environment to compliance targets

Advocacy Specialist

BROOKSTREET
06.2009 - 11.2011
  • Company Overview: MICROSOFT UK LTD
  • Managed customer complaints end-to-end achieving satisfaction from solutions
  • Partnered with Microsoft groups and vendors to achieve SLA targets on resolution
  • Collaborated with local subsidiary, EMEA and corporate teams on key outcomes
  • Supported the EMEA virtual team with system analysis, issue identification and best practice sharing to build knowledge portfolios of common issues
  • Achieved buy-in to new ways to reduce escalations and complaints
  • Mentored peers in customer strategies and achievement of strategic goals
  • MICROSOFT UK LTD

Human Resources Support

CONTRACT 3
06.2008 - 05.2009
  • Company Overview: TRANSPORT FOR LONDON RECRUITMENT
  • Managed recruitment campaigns end to end identifying key talent for roles
  • Designed and delivered training in streamlined recruitment processes
  • Supported the team manager recommending candidates for roles
  • TRANSPORT FOR LONDON RECRUITMENT

Customer Service Support

PRUDENTIAL ASSURANCE COMPANY LTD
01.1999 - 01.2008
  • Delivered exceptional customer service, care and experience through change
  • Achieved regulatory compliance with AML and FCA standards
  • Owned customer complaint processes to agreed standards and deadlines
  • Handled complaints on behalf of the Chief Executive to customer satisfaction
  • Maintained clear, open channels of communications with customers
  • Investigated and analysed complaint cases to qualify and resolve issues
  • Administered the Pensions process from quote to statement and payment
  • Partnered with financial teams to optimise the customer experience

Skills


  • Anti-Money Laundering
  • Fraud & Bribery
  • Financial Regulation
  • Complaint Management
  • Data Protection
  • Health & Safety
  • Customer Service
  • Customer Experience
  • Solution Ownership
  • Enquiry Management
  • Customer SLA Targets
  • Customer-Ready Solutions
  • Engagement Strategy
  • Case Management
  • Investigation
  • Decision Making
  • Quality Assurance
  • Review & Redress
  • Best Practice Building
  • Process Efficiency
  • Escalation Structures
  • Data Quality Management
  • Business Analysis
  • Continuous Improvement
  • Research
  • Business Administration
  • Recruitment Campaigns
  • Application Screening
  • Telephone Interviews
  • Candidate Testing
  • Due Diligence
  • Team Player
  • Interpersonal Skills
  • Negotiation
  • Coaching & Mentoring
  • Relationship Building
  • Patience under pressure
  • Workflow systems
  • Financial services industry insight
  • Anti-Money laundering familiarity
  • Client communication
  • Claims processing
  • Workflow management
  • Gathering evidence
  • FCA guidelines knowledge
  • Customer relationship management
  • Effective time management
  • Customer complaint management
  • Information gathering
  • Quality Control

Timeline

Remediation Support Case Handler

Huntswood - St James Place
11.2024 - Current

Payment Investigator

Huntswood - NewDay
05.2023 - 11.2024

Customer Service Specialist

Huntswood
09.2022 - 04.2023

Irresponsible Lending – Customer Service Specialist

Huntswood
05.2022 - 09.2022

KYC/KYB Analyst

Huntswood
03.2021 - 04.2022

PPI Quality Checker / PPI Case Handler

Huntswood
02.2015 - 11.2020

Advocacy Specialist

BROOKSTREET
06.2009 - 11.2011

Human Resources Support

CONTRACT 3
06.2008 - 05.2009

Customer Service Support

PRUDENTIAL ASSURANCE COMPANY LTD
01.1999 - 01.2008

Similar Profiles

Create profile
KAT DESHONG