Kim Horan
Havant,Hampshire
Summary
Adaptable professional with strong problem-solving and communication skills. Expertise in [software] with a proven ability to deliver effective solutions under pressure. Drives organizational success through strategic planning and execution.
Overview
42
42
years of professional experience
5
5
years of post-secondary education
Work history
Various
Ultimate Insurance/Markerstudy Group
Portsmouth, Hampshire
2003.08 - Current
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Supported team by demonstrating respect and willingness to help.
- Consistently arrived at work on time and ready to start immediately.
- Offered friendly, efficient customer service and handled challenging situations with ease.
- Cleaned work areas and equipment to maintain faultless hygiene standards.
- Increased customer satisfaction by resolving issues.
- Improved efficiency and productivity by acquiring new skills.
- Completed duties to deliver on targets with accuracy and efficiency.
- Displayed energy and enthusiasm in fast-paced environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Used Microsoft Word and other software tools to create documents and clear communications.
- Applied positive customer service approach to increase satisfaction levels.
- Delivered exceptional customer service by proactively listening to concerns and answering questions.
Claims handler
Capita McLarens
Portsmouth, Hampshire
2001.03 - 2003.06
- Achieved efficient claim processing with meticulous attention to detail.
- Implemented robust systems for tracking progress of ongoing claims, improving overall efficiency of my team.
- Facilitated smooth workflow by coordinating tasks within my team effectively.
- Streamlined work processes by implementing innovative solutions to common problems.
- Handled sensitive client information, maintaining confidentiality at all times.
- Ensured customer satisfaction by promptly resolving claims disputes.
- Conducted thorough investigations into suspicious or fraudulent claims.
- Managed complex insurance claims for successful resolution.
- Liaised with legal teams for effective claim settlement.
- Maintained high levels of accuracy whilst reviewing and validating claims documentation.
- Negotiated favourable settlements for policyholders in contentious cases.
- Adhered strictly to industry regulations during every stage of claim processing.
- Processed outstanding claims to reduce backlog and improve efficiency.
- Determined insurance cover level and relevance for accurate claim assessments.
- Kept clients well-informed of claim updates and case progress.
- Processed inbound customer calls promptly to meet call-handling timeframe targets.
- Recorded detailed, accurate claim particulars for reliable case notes.
- Completed general claims administration, reviewing and distributing legal and evidentiary documentation.
- Followed up on all client requests and verified resolution.
- Handled initial claims enquiries with attention to first-class, personal service.
- Maintained detailed administration and office procedures to improve accuracy and efficiency.
- Gathered, recorded, and distributed complete documentary evidence.
Sales assistant
JW DANCE
Portsmouth, Hampshire
1984.08 - 2001.04
- Learnt about new products quickly, providing comprehensive guidance to customers.
- Offered personalised shopping advice to enhance customer experiences.
- Handled high-pressure situations calmly, keeping store operation seamless during peak hours.
- Trained new staff members, fostering a supportive working environment.
- Assisted customers with product selection for optimal satisfaction.
- Demonstrated products effectively leading to increased sales conversions.
- Ensured stock replenishment in a timely manner to maintain product availability.
- Handled cash transactions swiftly, ensuring accurate accounting at the end of each shift.
- Addressed customer needs promptly, resulting in positive feedback and loyalty.
- Listened to customer needs and preferences to provide targeted advice, increasing sales opportunities.
- Assisted customers in locating specific items to boost satisfaction.
- Replenished floor stock and processed deliveries promptly, maximising product availability for customers.
- Built lasting relationships with clients through customer service interactions.
Security Officer (Supervisor)
Securitas
Portsmouth, Hampshire
1997.03 - 2001.03
- Conducted regular patrols to deter potential threats.
- Managed shift schedules, securing 24 and 7 site protection coverage.
- Carried out thorough investigations into reported incidents, fostering transparency and trust within the organisation.
- Collaborated with local law enforcement for heightened security measures.
- Encouraged teamwork amongst officers, enhancing overall operational efficiency.
- Coordinated emergency response drills with staff for preparedness in crisis situations.
- Provided detailed incident reports for management review and action planning.
- Developed strong working relationships with other departments to ensure comprehensive building security.
- Regulated access points, ensuring only authorised personnel entered restricted areas.
- Enhanced security procedures by conducting regular risk assessments.
- Oversaw maintenance of all security equipment, ensuring readiness at all times.
- Responded swiftly to security breaches, minimising potential damage.
- Trained new officers for improved team cohesion and efficiency.
Bar Supervisor
First Leisure
Portsmouth, Hampshire
1991.03 - 1993.10
- Organised stock inventory to prevent shortages during peak hours.
- Enhanced customer satisfaction by managing bar operations efficiently.
- Trained staff for improved service quality and professionalism.
- Ensured a safe environment by strictly adhering to health and safety regulations.
- Adhered to licensing regulations, maintaining the reputation of the establishment.
- Ordered supplies keeping optimum stock levels, avoiding overstocking or under-stocking situations.
- Collaborated with management on special events and theme nights generating fresh interest among patrons.
- Scheduled shifts for staff members for efficient operation of the bar.
- Managed cash flow, ensuring correct transaction procedures were followed.
- Resolved customer complaints promptly, fostering positive relationships with clientele.
- Supervised team members to ensure excellent service delivery.
- Cultivated a friendly environment through excellent interpersonal skills enhancing overall guest experience.
- Handled difficult customers tactfully, ensuring minimum disruption to other guests.
Education
8 CSE passes - Core Subjects
City of Portsmouth Girls School
Portsmouth 1980.09 - 1985.05
Skills
- Calm under pressure
- Problem-solving
- Communication skills
- Resourcefulness
- Knowledge of MIS and 360, Word and Excel
Affiliations
- I enjoy reading both fiction and non-fiction, past history
- Gardening and designing areas for plants, and patio's
- Going for long walks and running (Unable to do so now)
- 2005 Completed online course for children and young people with autism and ADHD
References
References available upon request.
Timeline
Various
Ultimate Insurance/Markerstudy Group
2003.08 - Current
Claims handler
Capita McLarens
2001.03 - 2003.06
Security Officer (Supervisor)
Securitas
1997.03 - 2001.03
Bar Supervisor
First Leisure
1991.03 - 1993.10
Sales assistant
JW DANCE
1984.08 - 2001.04
8 CSE passes - Core Subjects
City of Portsmouth Girls School
1980.09 - 1985.05