KATE MASSON
Biggleswade,Central Bedfordshire
Summary
Experienced professional with a strong background in data management, customer management, and communication. Demonstrates exceptional skills in administration, verbal and numerical literacy, and computer literacy. Possesses extensive knowledge of financial products, coaching and mentoring abilities, and a proven track record in problem solving and issue resolution. Adept at quality assurance, legislative compliance, prioritisation, multi-tasking, effective decision making, and analytical thinking. Committed to leveraging expertise to drive organisational success and achieve career growth within the industry.
Overview
20
20
years of professional experience
Work history
Analyst – Customer Operations Senior Representative
Phoenix Group
03.2023 - 07.2025
- Company Overview: A heritage Life Insurance and Pensions market and employs 3000+ strong team The business has a proven track record of successfully integrating blocks of pension, insurance and investment business.
- Responsible for researching solutions to queries, taking responsibility for delivering timely responses to issues either verbally or in writing, using extensive experience of pension products, legislation and regulation.
- Took ownership of resolving complex customer requests via all channels of communication in line with agreed business key performance indicators (KPIs). Managed complaints and escalations as required.
- Responded to all customer requests compliantly, accurately, professionally and efficiently, always ensuring that the customer was satisfied in terms of outcomes and timescales.
- Integral in process improvement initiatives to improve customer experiences. Applied subject matter expertise to offer recommendations and suggestions.
- Coached and developed new staff on technical and operational processes. Evaluated performance for compliance and implemented remedial action plans to improve any non-conformance.
- Accurately updated administration systems to both satisfy the customer and to keep all policy records accurate and up to date. Always ensuring the work produced was in line best practice guidelines.
- Identified any vulnerability that the customer may have and followed the process appropriately in a sensitive and timely manner.
- Worked flexibly in a team environment for the Customer Services division. Worked on a wide variety customers, work queues and different teams to meet the changing demands of the business and demonstrate elevated levels of versatility.
- Identified potential propositional, process or practice enhancements and constructively suggested personal recommendations to management. Provided subject matter expertise to support process training delivery as required.
- A heritage Life Insurance and Pensions market and employs 3000+ strong team The business has a proven track record of successfully integrating blocks of pension, insurance and investment business.
Customer Services Representative
Phoenix Group
01.2006 - 03.2023
- Company Overview: A heritage Life Insurance and Pensions market and employs 3000+ strong team The business has a proven track record of successfully integrating blocks of pension, insurance and investment business.
- Demonstrated a clear focus on treating customers fairly and delivering the right outcomes at all stages throughout the product lifecycle in line with the organisation’s operating standards.
- Conducted routine processes in-line with documented procedures and obtained appropriate approvals where required in line with the company’s risk framework. Escalated risks and issues to line management in a timely manner.
- Worked collaboratively within the team and successfully met operational targets and priorities, whilst still delivering outstanding customer service.
- Demonstrated a Growth mind-set to personal development. Actively sought feedback to aid personal goals and improve overall competency levels.
- Conducted manual calculations in accordance with the current governance framework and in line with expected accuracy and productivity measures.
- A heritage Life Insurance and Pensions market and employs 3000+ strong team The business has a proven track record of successfully integrating blocks of pension, insurance and investment business.
Education
MA - Economics
Wroclaw University of Economics
Skills
- Data Management
- Customer Management
- Communication
- Administration
- Verbal and Numerical Literacy
- Computer Literate
- Strong knowledge of Financial Products
- Coaching and Mentoring
- Problem Solving
- Issue Resolution
- Quality Assurance
- Legislative Compliance
- Prioritisation
- Multi-Tasking
- Effective Decision Making
- Analytical Thinker
Custom
- Traveling
- Gym
- Snowboarding
- Theatre
Languages
Polish
Native
Affiliations
- Gym, Travel, Snowboarding, Theatre, TV and Film
Timeline
Analyst – Customer Operations Senior Representative
Phoenix Group
03.2023 - 07.2025
Customer Services Representative
Phoenix Group
01.2006 - 03.2023
MA - Economics
Wroclaw University of Economics
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