Lynn Cassels

As a Senior Customer Specialist my role is to competently interpret and facilitate, across the full range of Operations processes covering general policy queries, renewals and adjustments, accounts investigations, complaints handling including sales. I have to comply at all times with the FCA requirements and underwriting guidelines relating to the sale and maintenance of our products. I have my own over ride codes for both home and motor products which enables me to maximise my potential to resolve any issues that could arise in a complaint if not dealt with efficiently. I can also agree compensation when required and issue premium adjustments to accounts direct without having to refer this to a manager. This enables me to give our customers the best possible service, as I can work on my own initiative. I also have very high standards of product knowledge and service across all our brands and products. Having worked within the insurance industry for more than 30 years, I feel I am now ready for a fresh challenge! The skills I have gained over the years I have worked in the insurance industry, and airline, I feel are very suited to this job, and working alongside the public is what I would love to do. Customer Service has always been a natural path I have taken. I truly believe I can be an asset to the team and bring a daily smile to the department.

I worked at Direct Line dealing with renewals, customer service and new business sales. Prepared our daily statistics board and involved myself taking the morning motivational chats, helping the Team Leader with reports, chairing meetings and forming incentives to keep the team's focus on performance with a positive attitude in promoting team cohesion. I was also seconded to our Customer Liaison Depart which entailed writing free text resolution letters, taking over escalated complaint calls and trying to resolve them whilst the policyholder is on the phone. Agreeing compensation when required and issuing premium adjustments to accounts direct. Making decisions on Underwriting and liaising on more complex cases. Arranging documents through the Administration Department and issuing next day delivery documents when required. When necessary, providing agents with formative feedback. My third secondment was to assist our training department for 7 months. This involved full IT training, underwriting guides, policy booklets, call listening and overseeing their progress for the new agent's first month on the telephones. Please detail the reason for leaving (if applicable): Esure was a new insurance company opening June 2001 and experienced senior agents from Direct Line were head hunted to set up the new company. This was a new post full of potential to learn new brands and also home insurance!

As a flight attendant I had to be of immaculate presentation, warm, welcoming, energetic and enthusiastic. I also had to be very polite and genuinely friendly with the ability to adapt to change and remain calm under pressure. Our passengers safety and comfort was of the utmost importance. Having a First Aid certificate ensured any medical emergencies could be dealt with hands on. I always took pride and pleasure in helping people, either going on vacation, or everyday travel. When I was at school I always dreamt of working as a flight attendant. I applied and was lucky enough to be chosen from the large number of applicants. I began with working on the check in as I was not old enough at the time to fly. I was fortunate to be accepted at 19, and the usual age for applying was 21. I thoroughly enjoyed my time within the airlines, but after 5 years I felt I had lived the dream and it was time to broaden my horizons with a fresh challenge.