Leanne Jones
Manchester,Greater Manchester
Summary
Driven and experienced professional with strong leadership and communication skills, and proficiency in problem-solving and team coordination. Proven ability to train and mentor staff and ensure customer satisfaction with having 3 years experience within financial services. Driven to deliver high quality service by leading a high-performing support team and enhancing customer experiences.
Overview
12
12
years of professional experience
12
12
years of post-secondary education
Work History
Adviser Support Team Leader
AJ Bell
Manchester, Greater Manchester
07.2023 - Current
- Led weekly team meetings to discuss updates, targets and get employee feedback
- Managed a team of 20+ plus people and ensured to maintain employee satisfaction by promoting a positive work culture through staff motivation activities
- Monitored team's performance, providing constructive feedback for continuous improvement by having monthly 121s with employees
- Ensured we had staff coverage through busy periods
- Identified individual staff development needs and arranged appropriate training
- Resolved complaints with professionalism and in a timely manner
- Completed daily and monthly reports
- Conducted checks by completing quality audits to ensure company policy is adhered to and accurate information is provided to customers and financial advisers
Adviser Support Senior Administrator
AJ Bell
Manchester, Greater Manchester
10.2022 - 07.2023
- Assisted in the creation of training materials for new staff members
- Offered constructive feedback during team meetings for improved operations
- Dealt efficiently with complaints from customers and financial advisers
- Trained new employees on procedures
- Balanced multiple tasks simultaneously – ensuring completion within set time frames
- Managed high-volume customer queries via inbound calls and emails
- Supporting the team leader with any additional tasks such as audits and daily reports
Adviser Support Team Member
AJ Bell
Manchester
04.2021 - 10.2022
- Having strong product knowledge within the financial industry to help deal with a variety of queries in a timely and professional manner
- Achieving my individual targets and supported overall team objectives
- Maintained up-to-date knowledge of legislation and policy changes.
- Improved satisfaction by promptly responding to enquiries for customer and financial advisers
- Handled high-volume calls and responding to emails in a professional manner
- Coordinated with other departments for seamless service delivery
Customer Advisor
Boots
Preston
11.2018 - 04.2021
- Helped to reduce customer complaints by dealing with queries, complaints and resolving issues
- Assisted customers in product selection, resulting in increased sales.
- Maintained high-level product knowledge for accurate advice and recommendations.
- Handled returns and exchanges diligently minimising dissatisfaction amongst clientele.
- Conducted regular stock checks ensuring product availability for clients at all times.
- Lead a team in dealing with a high volume of online orders and achieving the target of number one completion within the area and region by increasing sales up to £82,000
Intern Bar & Hostess/Receptionist
H10 Rubicon Palace
Lanzarote
11.2017 - 05.2018
Intern Receptionist
Rixos Bab Al Bahr
Dubai
08.2017 - 10.2017
Sales Assistant
H&M
Preston
11.2016 - 07.2017
Retail Assistant
Primark
Bolton
04.2015 - 09.2015
Crew Member
McDonalds
Bolton
04.2013 - 04.2015
Education
Master's - Business Management
University of Central Lancashire
Preston 09.2019 - 08.2020
BA (Hons) - International Tourism Management
University of Central Lancashire
Preston, Lancashire 09.2015 - 07.2019
BTEC Level 3 Award - Travel and Tourism
Bolton Sixth Form College
Bolton 09.2012 - 07.2015
GCSE -
Sharples Secondary School
Bolton 09.2007 - 06.2012
Skills
- Microsoft Office proficiency
- Task delegation
- Leadership skills
- Customer Service
- Written & Verbal Communication
- Financial services
- Decisive decision-making
- Task prioritising
- Team supervision
- Employee performance reviews
- Complaint handling
References
References available upon request.
Timeline
Adviser Support Team Leader
AJ Bell
07.2023 - Current
Adviser Support Senior Administrator
AJ Bell
10.2022 - 07.2023
Adviser Support Team Member
AJ Bell
04.2021 - 10.2022
Master's - Business Management
University of Central Lancashire
09.2019 - 08.2020
Customer Advisor
Boots
11.2018 - 04.2021
Intern Bar & Hostess/Receptionist
H10 Rubicon Palace
11.2017 - 05.2018
Intern Receptionist
Rixos Bab Al Bahr
08.2017 - 10.2017
Sales Assistant
H&M
11.2016 - 07.2017
BA (Hons) - International Tourism Management
University of Central Lancashire
09.2015 - 07.2019
Retail Assistant
Primark
04.2015 - 09.2015
Crew Member
McDonalds
04.2013 - 04.2015
BTEC Level 3 Award - Travel and Tourism
Bolton Sixth Form College
09.2012 - 07.2015
GCSE -
Sharples Secondary School
09.2007 - 06.2012
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