Leona Fay Watt
Cheadle ,Staffordshire
Summary
A dedicated and customer-focused professional with a proven track record of delivering exceptional service and resolving customer issues efficiently and effectively. Committed to producing high-quality work, following procedures, and maintaining a positive customer experience in every interaction. A quick learner with a strong willingness to develop new skills, I adapt quickly to new environments and responsibilities. I am now seeking a challenging and rewarding opportunity in a new industry where my transferable communication, problem-solving, and interpersonal skills can add value while supporting my continued professional growth.
Overview
7
7
years of post-secondary education
17
17
years of professional experience
Work history
Lending Support Manager
Barclays Bank PLC
Stoke-on-Trent
2023.03 - 2026.05
- Managed business customer lending applications and provided ongoing support for borrowing requirements.
- Acted as the first point of contact for logging, investigating, and resolving customer complaints.
- Maintained accurate case records using Microsoft Excel, ensuring tasks were completed within regulatory deadlines.
- Communicated effectively with customers, colleagues, and key stakeholders to provide timely updates and resolve queries.
- Ensured full compliance with FCA regulations, GDPR, and internal banking policies in all customer interactions.
- Used Microsoft Office, Excel, and internal banking systems daily to monitor cases, track progress, and manage regulatory timescales.
- Completed mandatory compliance and regulatory training to maintain up-to-date knowledge and prevent regulatory breaches.
- Conducted outbound customer calls regarding lending applications, account servicing, and case updates.
- Supported team performance by managing additional customer portfolios during periods of colleague absence.
- Thrived in a fast-paced, high-volume environment while consistently delivering excellent customer service and meeting performance targets.
- Developed a comprehensive training programme for improved team performance.
- Implemented quality assurance measures to maintain service excellence.
- Managed complex customer issues, resulting in high-level resolution rates.
Client Service Executive
Barclays Bank PLC
Stoke-on-Trent
2017.03 - 2023.03
- Managed customer portfolios while delivering excellent customer service and maintaining strong client relationships.
- Ensured compliance with FCA regulations, GDPR, and internal banking policies across all customer interactions.
- Conducted high-risk business reviews and fraud prevention checks to minimise operational and regulatory risk.
- Managed operational and compliance processes efficiently to ensure deadlines were met and risks were reduced.
- Investigated and resolved customer complaints professionally and efficiently, ensuring positive outcomes.
- Worked closely with internal departments to deliver customer-focused solutions and support timely case resolution.
Operational Specialist
Barclays Bank PLC
Stoke-on-Trent
2015.01 - 2016.01
- Supervise daily branch operations for cash handling and customer service delivery.
- Process cash procedures and address customer needs during each shift.
- Complete required risk assessments to maintain health and safety standards.
- Being in charge of the running of a small retail branch.
- Ensuring all staff were kept up to date with all new and updated procedures
- Being the main key holder and main point of contact
- Led process improvement initiatives that resulted in greater productivity levels.
Moment Banker
Barclays Bank PLC
Stoke-on-Trent
2013.01 - 2015.01
- Using customer service skills to ensure all mystery shopper visits were passed.
- All aspects of servicing for customers- opening new accounts, opening new loans and borrowing.
- Selling and upselling products such as home/life insurance.
- Working towards monthly targets to ensure they were hit.
- Collaborated with team members, enhancing overall branch performance.
- Provided tailor-made financial advice based on individual client needs.
Essential Banker
Barclays Bank PLC
Stoke-on-Trent
2012.08 - 2013.01
- Served customers at the banking counter and handled banking requests promptly.
- Monitor branch and customer safety while supporting staff during busy periods.
- Maintain GDPR compliance and kept all mandatory training records up to date.
- Improved bank's reputation with excellent customer service.
- Managed high volume of client transactions for smoother operations.
Customer Service Manager
Thomas Cook PLC
Newcastle Under Lyme
2010.09 - 2012.07
- Resolved complaints efficiently, fostering customer loyalty.
- Managed challenging situations to ensure customer satisfaction.
- Facilitated staff development with ongoing training initiatives.
- Conducted regular meetings for transparent communication.
- Oversaw daily operations, ensuring optimal performance.
- Delivered exceptional service by addressing customer queries promptly.
- Maintained positive relationships through effective communication.
- Demonstrated leadership skills in managing diverse teams.
- Monitored health and safety measures for guaranteed compliance.
- Ensured business objectives met through strategic planning.
Hotel Receptionist
Alton Towers Resort
Staffordshire
2009.06 - 2010.09
- Delivered wake-up calls on time to match guest plans.
- Provided prompt assistance during stays to lift satisfaction.
- Answered guest questions quickly to support an enjoyable stay.
- Maintained security controls to safeguard guest personal information and privacy.
- Resolved complaints and stay issues promptly to improve efficiency.
- Processed guest bills promptly to enable smooth check-out and bookings.
- Shared relevant hotel information to improve in-stay guest experience.
- Coordinated with housekeeping to keep rooms ready on time.
- Kept reception area clean and well organised for welcome service.
- Greeted guests and completed check-in promptly and professionally.
- Updated reservation systems to reflect accurate availability.
- Issued room keys with directions for locations and access.
Education
BND - Travel and Tourism
Leek college
Leek 2007.09 - 2009.05
GCSEs -
Painsley Catholic college
Staffordshire 2002.09 - 2007.08
Skills
- Decisive decision-making
- Customer Service
- Time management techniques
- Performance monitoring
- Technical support understanding
- Budgeting and forecasting
- Customer service understanding
- Empathetic communication
- Quality controls
- Staff motivation
- Customer service expertise
- Office 365
Timeline
Lending Support Manager
Barclays Bank PLC
2023.03 - 2026.05
Client Service Executive
Barclays Bank PLC
2017.03 - 2023.03
Operational Specialist
Barclays Bank PLC
2015.01 - 2016.01
Moment Banker
Barclays Bank PLC
2013.01 - 2015.01
Essential Banker
Barclays Bank PLC
2012.08 - 2013.01
Customer Service Manager
Thomas Cook PLC
2010.09 - 2012.07
Hotel Receptionist
Alton Towers Resort
2009.06 - 2010.09
BND - Travel and Tourism
Leek college
2007.09 - 2009.05
GCSEs -
Painsley Catholic college
2002.09 - 2007.08