Michael Barrett
Allbrook,Hampshire
Summary
A dedicated professional with expertise in quality and operations management. Proven ability to lead teams, streamline processes, and enhance service delivery. Committed to fostering collaboration and driving organisational success in dynamic environments.
Loyal employee with solid understanding of training and mentoring employees. Dedicated team player, proactive and hands-on in task completion.
Organised and dependable Head of Operations with 23 years of experience. Successful at managing multiple priorities with positive attitude. Willing to take on greater responsibilities to meet team goals.
Overview
35
35
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work history
Head of operations
Everywhen Employee Benefits (THIG and TG)
Southampton, Hampshire
2005.08 - Current
- Maintained high standards of service by implementing quality control procedures for team and process development.
- Devised contingency plans, preparing for potential crises or disruptions.
- Developed supplier partnerships, enhancing supply chain management and operational efficiency.
- Negotiated contracts with vendors, securing optimal pricing and terms.
- Oversaw facility upgrades, ensuring compliance with safety regulations.
- Ensured effective capture and application of ACT, SSP and now OrgIT data to drive accuracy and process improvements.
- Oversaw integration of ACT into SSP, SSP into OrgIT and then the Affinity teams ACT into OrgIT.
- Oversaw integration of acquisitions into the business.
- Streamlined processes to improve and optimize office operations.
- Monitored health and safety measures for guaranteed compliance for all Haps offices.
- Conduct bi-annual and annual regulatory audits as well as assisting with the annual Deloitte audits.
- Organised monthly financial and operational data MI prior to this being moving into central in 2019.
- Implemented exception reports for all PAS systems that helped with QA and data gaps.
- Oversaw facility maintenance and allocated needed resources to meet standards.
Client Services Manager
The Health Insurance Group
Southampton, Hampshire
2003.08 - 2025.08
- Conducted regular staff training sessions, improving team skills and knowledge.
- Administered customer inquiries promptly, ensuring high levels of customer satisfaction.
- Devised strategic solutions for complex client issues.
- Ensured compliance with company policies for the maintenance of professional standards.
- Liaised with internal teams, enhancing overall quality of service.
- Responded proactively to client feedback for better service provision.
- Monitored team performance, leading to enhanced productivity.
- Resolved complaints, resulting in improved client retention rates.
Team manager
Aviva
Southampton, Hampshire
1998.08 - 2003.08
- Delegated responsibilities efficiently amongst team members.
- Achieved higher team efficiency with regular training and mentoring sessions.
- Streamlined operations, leading to increased team performance.
- Coordinated with various departments for seamless workflow.
- Prioritised workload effectively, resulting in timely completion of tasks.
- Provided consistent leadership to maintain high levels of team performance and satisfaction.
- Addressed customer complaints promptly, ensuring customer satisfaction and retention.
- Cultivated a strong rapport with team members, fostering a cohesive and collaborative workplace environment.
- Led and managed administrative staff to maintain smooth daily operations.
Client services administrator
Aviva
Southampton, Hampshire
1993.08 - 1998.08
- Ensured timely responses with effective management of clients' emails and calls.
- Provided comprehensive support to team members, fostering collaborative environment.
- Participated actively in training sessions, gaining professional growth.
- Enhanced client relationships by managing and resolving service enquiries.
- Improved client relations by promptly addressing their needs and concerns.
- Maintained high standards of client service through meticulous attention to detail.
- Handled in-person, email and mailed correspondence.
- Processed and issued refunds, exchanges and credit notes, providing tailored solutions to customer issues.
- Followed scripts when answering common customer questions.
Claims assessor
Sun Alliance
Southampton, Hampshire
1991.07 - 1993.08
- Resolved issues promptly by liaising with relevant departments.
- Attended training sessions regularly to keep abreast of industry changes and regulations.
- Maintained high standards of accuracy whilst managing large volumes of information.
- Worked under strict deadlines without compromising quality of work or client service.
- Liaised with policyholders for claim resolution and customer satisfaction.
- Handled all claims and communications within established service level agreements.
- Kept clients well-informed of claim updates and case progress.
- Responded to telephone enquiries from clients, vendors and members of public.
- Processed inbound customer calls promptly to meet call-handling timeframe targets.
Education
Certificate of Higher Education - Business Studies
Eastleigh College
Eastleigh 1989.09 - 1991.05
Skills
- Calm under pressure
- Problem-solving
- Communication skills
- Leadership
- Quality Assurance
Affiliations
- Cricket
- Running
- Season ticket holder at Eastleigh FC
Certification
I achieved Cert CII status after passing IF1, IF7 and GR05
Timeline
Head of operations
Everywhen Employee Benefits (THIG and TG)
2005.08 - Current
Client Services Manager
The Health Insurance Group
2003.08 - 2025.08
Team manager
Aviva
1998.08 - 2003.08
Client services administrator
Aviva
1993.08 - 1998.08
Claims assessor
Sun Alliance
1991.07 - 1993.08
Certificate of Higher Education - Business Studies
Eastleigh College
1989.09 - 1991.05