Lorraine Morrison
Bo'ness,West Lothian
Summary
Highly motivated professional with a strong foundation in communication skills, both written and verbal, complemented by extensive product and technical knowledge. Demonstrates a positive attitude and self-motivation, excelling in coaching and mentoring to foster team growth and development. Adept at leveraging expertise to drive results while maintaining a focus on continuous improvement and collaboration.
Overview
34
34
years of professional experience
Work History
Senior Complaint Handler
M&G
Stirling
06.2018 - Current
- Managed high-volume tasks in dynamic and fast-paced environments.
- Increased customer satisfaction with prompt and efficient service delivery.
- Identified root causes of complaints through effective questioning.
- Owned end-to-end complaint handling and resolution in line with established procedures.
- Used time-management skills to minimise complaint lifecycle and meet regulatory timelines.
- Improved customer relations by promptly addressing and resolving complaints.
- Assured satisfaction by providing professional and empathetic responses to customers' concerns.
- Liaised with different departments for effective resolution of customer issues.
- Investigated all aspects of complaints received thoroughly, leading to fair resolutions that were satisfactory for both parties involved.
Resource & Change Analyst
M&G
Stirling
10.2017 - 05.2018
- Maintained utmost accuracy whilst handling sensitive data.
- Collaborated across departments for cohesive report development.
- Created comprehensive reports, aiding in strategic planning.
- Observed systems and staff operations throughout Finance teams, compiling current and accurate information.
Senior Finance Officer
Aberlour Childcare Trust
Stirling
02.2010 - 10.2017
- Processed journals and compiled supporting documentation to review to maintain quality control standards.
- Provided financial performance reports as part of monthly reporting, monitoring data and information processing.
- Analysed budgets and financial projections for accurate reporting of company performance.
- Generated invoices based on established accounts receivable schedules and terms.
- Advised management on financial details related to business operations, inventory levels and budgets.
- Compiled financial data for business forecasting and budgeting.
- Conducted regular reviews and official audits to validate recordkeeping and controls.
- Organised and carried out month-end, quarterly and year-end processes.
Police officer
Police Scotland
Alloa, Clackmannanshire
11.2007 - 08.2009
- Arrested and transported suspects to police stations or holding cells.
- Arrested and interviewed suspected criminals, clearly outlining legal rights.
- Utilised negotiation skills to defuse volatile situations peacefully.
- Upheld high ethical standards when dealing with sensitive information.
- Ensured victim care and support throughout investigation processes, fostered goodwill.
- Collaborated closely with colleagues in multi-agency task forces to resolve cases.
- Prepared crime reports and case files, delivering documentation to Crime Prosecution Service.
- Wrote and submitted reports concerning police activities and investigations.
- Coordinated with social services agencies to assist vulnerable individuals.
Finance Officer
NHS Health Scotland
Edinburgh
07.1991 - 11.2007
- Analysed complex financial data to provide insightful reports to senior management.
- Processed journals and compiled supporting documentation to review to maintain quality control standards.
- Updated financial records regularly for streamlined operations and better decision-making.
- Prepared accounts payable and accounts receivable transactions for processing, ensuring meticulous attention to detail to reduce errors.
- Organised and carried out month-end, quarterly and year-end processes.
- Prepared information, forms and data to assist in seamless and efficient financial audit procedures.
- Collaborated with auditors during yearly audit process, ensured no discrepancies found in accounts.
Education
O Level -
Whitburn Academy
Whitburn, West Lothian 1987 - 1987
A-Levels - English
Whitburn Academy
Whitburn, West Lothian 1988 - 1988
Skills
- Positive attitude
- Self-motivation
- Coaching and mentoring
- Communication skills
- Written and verbal communication
- Product knowledge
- Technical knowledge
Affiliations
- Travelling, reading, eating out
References
References available upon request.
Timeline
Senior Complaint Handler
M&G
06.2018 - Current
Resource & Change Analyst
M&G
10.2017 - 05.2018
Senior Finance Officer
Aberlour Childcare Trust
02.2010 - 10.2017
Police officer
Police Scotland
11.2007 - 08.2009
Finance Officer
NHS Health Scotland
07.1991 - 11.2007
O Level -
Whitburn Academy
1987 - 1987
A-Levels - English
Whitburn Academy
1988 - 1988
Similar Profiles
Amy FarquharAmy Farquhar
Emergency Call Handler at Scottish Ambulance ServiceEmergency Call Handler at Scottish Ambulance Service
Michelle RuaneMichelle Ruane
Lead Safety, Health & Wellbeing Manager - Offshore at SSE RenewablesLead Safety, Health & Wellbeing Manager - Offshore at SSE Renewables
Christopher ClarkChristopher Clark
Creative Pro at AppleCreative Pro at Apple
Stacey CribbStacey Cribb
Engineer I, Complaint Handler at GetingeEngineer I, Complaint Handler at Getinge
Prudhvi Chekuri (Pruds)Prudhvi Chekuri (Pruds)
Complaint Handler(energy utilities) at AccentureComplaint Handler(energy utilities) at Accenture