Laura Sancho

• Project management scoping compliance impact.
• Change management.
• Advanced overall efficiency by developing risk mitigation strategies and plans.
• Ensured effective risk management by executing routine audits and assessments.
• Developed strong relationships with regulators, facilitated smooth audit processes.
• Monitored transactions carefully for any suspicious activity or non-compliance issues.
• Performed regular record-keeping tasks; maintained high levels of organisational efficiency.
• Implemented new compliance procedures, ensuring alignment with industry regulations.
• Managed company documentation, ensured adherence to legal stipulations and internal policies.
• Collaborated cross-departmentally for the creation of company-wide compliance standards.
• Interpreted complex regulations successfully, aided business operations stay within legal parameters.
• Reviewed current legislation and regulatory requirements to address issues of non-compliance.
• Worked to quickly and effectively resolve identified compliance issues, uncovering root causes and implementing swift action plans.

•Prepare the Operational departments for regulatory changes, i.e. new licences.

•Respond to operational queries

•Prepare the data for regulatory returns

•Prepare for and complete external audits

•Daily Tasks

• Dealing promptly with customers' escalations from advisors.

• Development of a team of customer service advisors.

• Assisting Supervisors on daily tasks and complaint investigation.

• Investigation of technical issues.

• Trained, led and motivated a team of Team Leaders and Advisors to deliver customer service excellence.
• Acting as Supervisor Escalation for Team Leader and Advisors where required for customer issues, bugs, provider issues and staff issues
• Delegating and managing high levels of tasks and projects to Team Leaders and experienced advisors.
• Completion of Ad-hoc tasks from the Management Team.

• Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
• Offered detailed advice on product and service benefits.
• Followed up on unresolved customer issues to research and correct problems.
• Helped new staff acclimate to customer service team and mentored on strategies for success.

• Confer with customers by telephone to provide information about products or services, enter orders, obtain details of laints.

• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

• Arranging deceased services