Mark Lanegan

A dedicated professional with extensive expertise in regulatory compliance, financial administration, and industry-specific knowledge. Demonstrates a service-oriented attitude and exceptional negotiating techniques, complemented by strong policy development and record-keeping skills. Proven ability to implement change effectively while training and coaching teams to achieve customer service excellence. Skilled in complaints management, root cause investigation, and resolution planning, with a results-driven approach that ensures quality control and customer satisfaction. Career goals include leveraging interpersonal aptitude and influencing capabilities to drive organisational success through strategic resource allocation and proactive initiative taking.

• For SS&C – started as a complaint investigator. Promoted to team leader, then team manager. Passed four industrywide recognised exams. Successfully coached and trained my team leaders to go on to become managers themselves.
• Awards for the quality of my work included winning an all-expense paid visit to the Chelsea Flower Show, paid for by the sponsors (and client), M&G Investments.
• I designed and wrote the client/legal packs for Claimback Direct, including the Terms of Business, fact find Questionnaire and Contingency Agreements. They were essential for the business, as without them we could not process claims.
• I achieved the company record of 36K in commission and loan fees in a single month, for Sunflower Finance and was awarded Employee of the Month in only my second month. I was soon given my own small admin team, which I trained.
• The record for lowest delinquency rate (therefore highest arrears collection) in the region was held by me for several months when I worked for Welcome Finance. The branch was 134th out of 160 when I joined. My target busting results helped the branch get into the top ten and we were treated to a weekend in a top London hotel, with dinner and entertainment.
• At Crazy Georges, I had a hand in our store achieving the company's highest collections. Several company directors, including one from USA came to visit us to thank us and to find out how we did it, so our methods could be implemented elsewhere. I also assisted in opening new stores.

• Koi carp keeper