Lesley Kentfield
Mitcham,Surrey
Summary
Dedicated professional with a strong foundation in motor claims processes and a proven ability to manage workloads effectively while supporting team members. Demonstrates a willingness to pursue new qualifications and consistently utilises Microsoft platforms to enhance productivity. Committed to fostering an approachable team environment and contributing to organisational success.
Overview
38
38
years of professional experience
7
7
years of post-secondary education
Work history
Insurance consultant
Direct Line Group
Bromley, Kent
2021.03 - Current
- Managed recovery chase cycle from new claim stage through to issuing.
- Adhered to industry regulations throughout claim processing stages.
- Handled sensitive client information, ensuring confidentiality.
- Processed outstanding claims to minimise backlog and enhance efficiency.
- Resolved disputes, fostering fair outcomes for all parties.
- Liaised with legal teams to facilitate effective claim settlements.
- Liaised with external companies for evidence in complex and liability dispute cases.
- Produced and implemented process maps for onboarding and operational support.
- Auditing new starters to ensure compliance in all areas if operation.
- Assisted team leader in workload distribution and tracking figures on a daily/weekly/monthly basis.
- Looking at workload trends and identifying areas of improvement for smoother claims handling and a speedier recovery process.
Motor Claims Recovery Advisor
Direct Line Group
Bromley, Kent
2011.06 - 2021.03
- Conducted thorough investigations for accurate claim outcomes.
- Liaised effectively with other departments to streamline processes.
- Addressed customer queries promptly, enhanced overall service experience.
- Handled complex claims for better claim resolution.
- Liaised with policyholders and third parties to obtain necessary documentation and details.
- Communicated claim decisions and information to policyholders.
- Recorded detailed, accurate claim particulars for reliable case notes.
- Handled complaint calls and correspondence, for both policyholders and suppliers, professionally, and recorded outcomes in the appropriate manners.
- Handled incoming and outbound calls, with policyholders suppliers and external companies in a professional manner, ensuring all information is recorded correctly.
- Specialised in uninsured driver and foreign vehicle claims, both in the UK and its territories and abroad.
Incident Management Claims Handler
Direct Line Group
Croydon, Surrey
2000.12 - 2011.06
- Processed new claims from policyholders through phone and written communication.
- Guided policyholders during repair and total loss journeys for effective support.
- Documented total losses on designated platforms to ensure proper records.
- Collaborated with external suppliers like repairers, salvage agents, car hire companies and legal firms to streamline claims procedures.
- Addressed complaint calls and correspondence professionally, maintaining accurate logs of findings.
- Organised daily workload while managing incoming calls efficiently.
- Contributed to training initiatives for new staff members.
Housekeeper
St Anthony's Hospital
Cheam, Surrey
1987.09 - 2000.12
- Executed rigorous cleaning and sanitation practices to uphold hospital hygiene standards.
- Enhanced patient experience through organisation of tidy wards and welcoming environments.
- Followed stringent hygiene protocols, ensuring optimal cleanliness throughout the hospital.
- Minimised infection risks by maintaining high standards of surface cleanliness.
Education
GCSEs -
Glenthorne High School
Sutton, Surrey 1993.09 - 1998.06
NVQ Level 3 -
Glenthorne High School
Sutton, Surrey 1998.09 - 2000.06
Skills
- Willingness to work towards new qualifications
- Use Microsoft platforms on a daily basis
- Approachable team member with extensive knowledge of motor claims processes
- Manages own workload whilst assisting others
Timeline
Insurance consultant
Direct Line Group
2021.03 - Current
Motor Claims Recovery Advisor
Direct Line Group
2011.06 - 2021.03
Incident Management Claims Handler
Direct Line Group
2000.12 - 2011.06
NVQ Level 3 -
Glenthorne High School
1998.09 - 2000.06
GCSEs -
Glenthorne High School
1993.09 - 1998.06
Housekeeper
St Anthony's Hospital
1987.09 - 2000.12