Summary
Overview
Work history
Education
Skills
Custom
References
Timeline
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Mandeep Henderson-Morrow

Rugby,Warwickshire

Summary

Detail-oriented professional with expertise in retail banking operations and a proven ability to deliver exceptional customer service. Skilled in time management, communication, and maintaining patience and composure under pressure, ensuring seamless service delivery. Adept at leveraging attention to detail and a result-driven approach to optimise processes and achieve organisational goals. Proficient in telephone etiquette, with a commitment to enhancing operational efficiency and client satisfaction.

Overview

28
28
years of professional experience

Work history

Clinical support worker

NHS
Warwick, Warwickshire
12.2019 - Current
  • Participated in relevant training sessions regularly, maintaining up-to-date knowledge.
  • Carried out regular observations and routine checks, ensuring timely interventions when required.
  • Aided nursing staff, resulting in efficient operation of the ward.
  • Coordinated appointments for patients, improving treatment timelines.
  • Streamlined communication between medical staff to enhance patient care.
  • Adhered strictly to health and safety protocols, reducing risk of incidents.
  • Provided accurate information to visitors with prompt responses to inquiries.
  • Maintained patient records for smooth hospital functioning.
  • Responsible for handling onboarding of new staff

Local Manager

TSB
Coventry
01.2014 - 12.2019
  • During a period of considerable change for the organisation, I have been promoted twice into roles requiring me to develop my management skills and to support staff to adapt to the changes and new priorities
  • I was first asked to step into a struggling branch in Rugby after the manager departed, and then promoted to local manager when a vacancy arose
  • Customer experience focused role with clear targets
  • Responsible for managing and developing the customer service staff
  • Responsible for risk checks, adhering to procedures and meeting customer benchmark targets
  • Handling of complaints
  • Responsible for team planning, organisation and staffing arrangements
  • Supporting sales and customer service staff with skills development, observations, individual coaching and daily planning
  • Multichannel banking promoter and digital banking advisor

Senior Personal Banking Manager

Lloyds TSB
01.2008 - 01.2014
  • In this role I had a strong track record of topping 'league tables' for both sales targets and customer service scores
  • I was responsible for mentoring 'new to bank' staff and for assisting with the general organisation and management of two branches
  • Diary management and planning
  • Outbound telephony for customer acquisition
  • Full customer financial reviews and 'health checks'
  • Meeting quarterly targets for new customer acquisition and sales
  • New product sales and acting as product expert
  • Providing team briefings and change updates
  • Promoting collaborative team working
  • Supporting the local manager with running two banking site operations

Telephone Business Banker

Lloyds TSB
01.2007 - 01.2008
  • Dealing with Lloyds TSB business customers to manage general enquiries, transactions and account transfers and sign posting to appropriate teams
  • Deputy to the Team Leader
  • Assisting business customers with a wide range of general enquiries and identifying the most appropriate support channels
  • Promoting excellent customer service
  • Meeting response time and issue resolution targets
  • Supporting the Team Leader with staff management and organisation
  • Promotion of alternative banking channels
  • Mentoring 'new to bank' staff

Telephone Banker/Research Advisor

Lloyds TSB
01.2000 - 01.2007
  • Dealing with personal banking services, resolving issues and meeting customer needs
  • Dealing with indemnity claims
  • Investigating and managing complaints according to complaint handling processes and target times
  • Responsible for ongoing customer correspondence
  • General personal banking enquiries and support
  • Appointment booking for branch diaries

Showroom Manager

Potters Craft and Leisure
01.1997 - 01.2000
  • Duties associated with running a showroom and dealing with customers in a small business, including billing, arranging open days, order processing and dispatch

Education

GNVQ - Business Studies - intermediate

Brownhills Comprehensive School
Brownhills, Walsall
09/1995 - 06/1997

GCSEs - grade A-C, including English Language/Literature and Mathematics

Brownhills Comprehensive School
Brownhills, Walsall
09/1994 - 06/1995

Skills

  • Patience and composure
  • Time management
  • Attention to detail
  • Communication skills
  • Customer service delivery
  • Result-Driven approach
  • Retail banking operations
  • Telephone system fluency

Custom

Available on request

References

References available upon request.

Timeline

Clinical support worker

NHS
12.2019 - Current

Local Manager

TSB
01.2014 - 12.2019

Senior Personal Banking Manager

Lloyds TSB
01.2008 - 01.2014

Telephone Business Banker

Lloyds TSB
01.2007 - 01.2008

Telephone Banker/Research Advisor

Lloyds TSB
01.2000 - 01.2007

Showroom Manager

Potters Craft and Leisure
01.1997 - 01.2000

GNVQ - Business Studies - intermediate

Brownhills Comprehensive School
09/1995 - 06/1997

GCSEs - grade A-C, including English Language/Literature and Mathematics

Brownhills Comprehensive School
09/1994 - 06/1995

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Mandeep Henderson-Morrow