Megan Grounsell

• Managed high-volume customer interactions while maintaining accurate system records

• Processed complex pension reviews and verification tasks, meeting strict deadlines

• Investigated and resolved issues beyond standard queries, reducing escalations

• Collaborated with cross-functional teams to resolve complex cases efficiently

• Maintained clear audit trails through accurate note-taking and documentation

• Delivered training to large groups, producing guides and process documentation

• Supported operational change, ensuring consistency and compliance

Key Achievements:

• Resolved delayed pension payments, preventing complaints and financial hardship

• Delivered training to 56 advisors with strong quality outcomes

• Received formal recognition and award nomination

• Supported nationwide operations covering the UK and Ireland

• Allocated photographers to events using location-based planning to reduce costs

• Maintained detailed spreadsheets for scheduling, bookings, and financial tracking

• Supported governance by managing invoices, budgets, and stakeholder communications

• Managed a shared mailbox, prioritising actions and escalating where appropriate

• Built strong relationships with self-employed photographers to ensure availability

• Maintained accurate records with strong version control

Key Achievements:

• Improved scheduling efficiency and cost control

• Strengthened stakeholder relationships across a dispersed workforce