Lee Ashe
Erskine
Summary
I am an experienced professional with a strong background in frontline, back office, and managerial roles, demonstrating proficiency in customer service and office management. Adept at navigating fast-paced environments, I have a comprehensive understanding of banking policies and procedures, ensuring compliance and operational efficiency. Skilled in MS Office applications, I am committed to leveraging my expertise to drive organizational success and enhance customer satisfaction.
Enthusiastic, reliable, and self-motivated, I have a proven ability to work both independently and collaboratively within a team. I possess strong communication skills, enabling me to engage and collaborate effectively at all levels. My excellent organizational skills and genuine passion for delivering memorable experiences to all my customers set me apart.
Overview
29
29
years of professional experience
5
5
years of post-secondary education
Work history
Office Administrator
Clyde Plumbing Erskine Ltd
Erskine
07.2019 - 07.2025
- Managing Diary and allocating workload for up to 6 Engineers
- Dealing with commercial and residential Clients and Letting Agents
- Paying Bills, issuing invoices and maintaining an accurate Sales Ledger
- Completing timely CIS returns for all engineers
- Filing quarterly company VAT returns
- Maintaining company accounts using xero
Senior Banking Advisor Private Banking
Clydesdale and Yorkshire Bank (CYBG)
11.2016 - 07.2019
- Providing the highest level of service to high net worth customers.
- Developing close relationships with customers and colleagues to help me anticipate and identify my customers’ needs.
- Work closely with other teams within the bank to resolve all customer complaints to final response stage.
- Work collaboratively with my colleagues to ensure all quarterly targets are achieved.
- Mentor new recruits within the team
- Manage own performance against Key Performance Indicators.
- Take ownership to ensure all compliance learning required for my role is completed in a timely manner.
- Process CHAPS/SWIFT and currency transactions for customers in a timely and accurate manner ensuring all regulatory requirements are met.
- Promote the Private Banking proposition to new and existing customers and ensure a seamless onboarding experience.
- Apply first draft credit proposals within delegated authority level.
Senior Helpdesk Advisor Online Business Support
Clydesdale and Yorkshire Bank (CYBG)
08.2013 - 11.2016
- Providing superior service to corporate customers using the Business Online Service.
- Processing high value CHAPS/International and BACS transactions for business customers ensuring close attention to detail.
- Identify report and log any technical issues experienced by customers using the service.
- Liaise with Technology teams to ensure any issues with the service are resolved in a swift manner minimising any impact to customers.
- Ensure customer is kept informed until issue is resolved.
- Processing transaction limits and authority levels for individual users within companies using the service.
Senior Complaint handler
Clydesdale and Yorkshire Bank (CYBG)
10.2011 - 05.2016
- First point of contact for all complaints received through Direct Channels.
- Make initial contact with customer in attempt to resolve complaint there and then where possible.
- Thoroughly investigate customer complaint to ensure feedback is provided to correct department to prevent re occurrence.
- Determine appropriate re dress for customer where necessary within delegated authority level.
- Ensure all customer complaints are logged accurately to provide a high level overview to senior management.
Team Manager
Clydesdale and Yorkshire Bank (CYBG)
08.2009 - 11.2011
- Responsible for a team of 12 advisors.
- Raising capabilities of staff within my team through continued development activities.
- Maximising team performance through the use of Work Force Management system.
- Delivering continuous training to new and existing colleagues.
- Strong knowledge of HR and performance management framework.
Senior Real Time Analyst
Clydesdale and Yorkshire Bank (CYBG)
06.2006 - 08.2009
- Effective delivery of operational measures to ensure agreed service level of 80% is achieved.
- Forecasting and Planning using WFM tool to ensure adequate cover for all lines of business.
- Ensuring all holidays and sickness within departments are recorded correctly.
- Reporting on service levels and advising senior management of suggested improvements to protect service level.
Sales and Service Advisor
Clydesdale and Yorkshire Bank (CYBG)
09.1996 - 06.2006
- Effectively handled calls from both new and existing customers
- Consistently provided excellent customer service.
- Worked various shift patterns.
- Worked as a team.
Education
Higher - French, German, Geography, Biology
Auchenharvie Academy
08.1986 - 06.1991
Skills
- Frontline experience
- Back office experience
- Managerial experience
- Customer service
- MS Office proficiency
- Ability to work in fast-paced environments
- Knowledge of banking policies
- Knowledge of banking procedures
- Compliance awareness
- Office management
Hobbies & Interests
- Dog Walks
- Socialising with friends and family
- Travelling
- Reading
- Participating in a range of volunteering activities
Timeline
Office Administrator
Clyde Plumbing Erskine Ltd
07.2019 - 07.2025
Senior Banking Advisor Private Banking
Clydesdale and Yorkshire Bank (CYBG)
11.2016 - 07.2019
Senior Helpdesk Advisor Online Business Support
Clydesdale and Yorkshire Bank (CYBG)
08.2013 - 11.2016
Senior Complaint handler
Clydesdale and Yorkshire Bank (CYBG)
10.2011 - 05.2016
Team Manager
Clydesdale and Yorkshire Bank (CYBG)
08.2009 - 11.2011
Senior Real Time Analyst
Clydesdale and Yorkshire Bank (CYBG)
06.2006 - 08.2009
Sales and Service Advisor
Clydesdale and Yorkshire Bank (CYBG)
09.1996 - 06.2006
Higher - French, German, Geography, Biology
Auchenharvie Academy
08.1986 - 06.1991
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