Summary
Overview
Work history
Skills
References
Accomplishments
Timeline
Generic

KELLY MARSHALL

Bristol

Summary

Committed Insurance Consultant who excels at managing programs and handling administrative duties, expertise in organising difficult data with outstanding quality. Extremely driven to succeed beyond expectations by communicating quickly and in a helpful manner. Diligent and driven from inside to produce excellence. With 21 years of administrative expertise combined with a track record of achieving business objectives and advancing best practices.. Work well under pressure, who can adjust to new situations, a devoted worker who takes initiative and actively participates in assignment completion.

Overview

22
22
years of professional experience

Work history

Team Leader

Directlinegroup
Bristol
01.2012 - Current
  • Delegated tasks to make best use of individuals' skills
  • Provided leadership and direction for employees,
  • Supervising activities to drive productivity and efficiency
  • Coached team members through new or difficult workflows
  • Professionally handled difficult customer complaints and objections to maintain first-class customer service standards
  • Fostered positive employee relationships through communication, training and coaching
  • Recognised exceptional individual performance for improved motivation.
  • Supported team to overcome new challenges by forecasting knowledge and skills gaps.
  • Led team of 12 to achieve KPI targets and successfully complete assigned projects.

Business Support

Directlinegroup
Bristol
01.2010 - Current
  • Received training on Home, Pet, Travel and Rescue Insurance products
  • Assisted 100's of customers with wide array's of inquiries, managed various types of correspondence
  • Supported other business units with customer liaison, accurately documenting customer requests and advice given.
  • Renewed Policies
  • Participated in meetings, workshops and events to support team-building initiatives.
  • Processed incoming work in accordance with the companies SLA's /KPI's

Customer Service Insurance Consultant

Directlinegroup
Bristol
04.2003 - Current
  • Working within Customer Accounts call Centre
  • Accounts telephony
  • Managed 100's of incoming calls,
  • Logged and resolved complaints
  • Processed report-based tasks
  • Answered Customers letters
  • Drafted quotes detailing policy premiums, coverages and payment structures.
  • Developed financial plans according to financial and client regulations.
  • Outlined insurance policies to protect customer interests and meet regulatory requirements.

Quality Assurance Team

Directlinegroup
Bristol
06.2015 - 09.2018
  • Was part of Business Supports Quality Assurance Team monitoring for department of 75 Employees
  • Implemented system for random selections of work for monitoring purposes
  • Provided constructive feedback as necessary
  • Updated spreadsheets to reflect performance metrics/training needs
  • Coordinated additional training sessions based on feedback and monitoring results to enhance team performance
  • Fostered cultures of continuous improvement through regular assessments and updates to training materials and processes
  • Ensured that training initiatives aligned with company standards and contributed to overall operational efficiency.

Trainer

Directlinegroup
Bristol
05.2012 - 06.2015
  • Focused training for 150 employees working in our offshore teams in India, as part of our company's strategic expansion
  • Responsible for delivering training on specific processes
  • Developed and maintained spreadsheets to monitor individual tasks and processes, facilitating organized tracking of training progress.
  • Planned training schedules, prepared materials and booked necessary rooms and facilities.
  • Analysed training needs to determine learning styles and skills shortages.
  • Prepared training materials
  • Adapted session delivery to meet specific needs of professional learners within different environments.
  • Led department skills assessment audits to recognise successes, learning areas and succession plans.
  • Monitored employee progress, offering feedback to management on additional training requirements.

Work Allocator

Directlinegroup
Bristol
03.2009 - 09.2012
  • Oversaw and managed our team of 55 staff members, improving their productivity by 20% through effective work distribution and proactive problem-solving
  • Conducted daily operational calls to ensure effective work distribution and proactively addressed any challenges that arose
  • Prioritized work streams in accordance with service level agreements
  • Created staff rotas
  • Diary Management
  • Allocated work to staff whilst ensuring that assignments matched their skill sets and experience levels
  • Dealing with different stakeholders
  • Built productive relationships with stakeholders, communicated updates and sought mutually beneficial outcomes.

Skills

  • Diary Management
  • Data Analysis
  • Written and Verbal Communication
  • Quick in learning new skills
  • Schedule Management
  • Complaint handling
  • Team management
  • Quality Assurance
  • Problem Solving
  • Time Management
  • Client management
  • Communication skills
  • Knowledge of Microsoft 365 and Salesforce
  • Team player

References

  • Directlinegroup, HR.Services@directlinegroup.co.uk
  • Angela Lock, 187Muntjac@gmail.co.uk

Accomplishments

  • Created and implemented process maps to improve productivity and streamline tasks. The fact that all employees follow the same procedures means that tasks can still be completed even if you lack the necessary expertise in a particular field.
  • Worked with a 14-person team to build the Aquarium and the Best for Customer system.
  • Won two chief executive awards for "Can do attitude" and "Doing it Right First Time"—the latter for putting the process maps into place and distributing them to the employees.

Timeline

Quality Assurance Team

Directlinegroup
06.2015 - 09.2018

Trainer

Directlinegroup
05.2012 - 06.2015

Team Leader

Directlinegroup
01.2012 - Current

Business Support

Directlinegroup
01.2010 - Current

Work Allocator

Directlinegroup
03.2009 - 09.2012

Customer Service Insurance Consultant

Directlinegroup
04.2003 - Current

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KELLY MARSHALL