Nicola Dempsey
Clydebank,West Dunbartonshire
Summary
I am currently a experienced Case Manger within Royal London and I am eager to move into the Pre Sale role. I have learned many new task and skills since joining case manager 4 years ago and I feel I am ready for the change. Underwriting has always interested me and I would find this very interesting and i know the Pre Sales is one step forward towards being a Underwriter. I am willing to learn and will give 100% to make sure I am confident in my new role.
I take on feedback well and will ask questions to make sure I don't make the same mistake again.
I will follow any procedure given in my new role.
Overview
21
21
years of professional experience
1
1
year of post-secondary education
Work history
Royal London New Business Case Manager
Royal London
Glasgow, Glasgow City
03.2020 - Current
- I am an experienced case manager who currently deals with New Business Applications from application to on risk for Advisors withing Royal London.
- I have learned, grew and developed many new task since joining 4 years ago, they include Decisions, Rated Quotes, Comparison Apps, Paper Applications, CFI's, Refunds, and most recently Cancellations.
- I have a positive working relationships with Advisors, Sales also Colleagues with anything to do with an application and how to process this further.
- I have progressed cases quickly where I can by chasing Advisors, GP Surgeries or clients using the pipeline report and daily tasks and appointments as reminders.
- I communicate case updates with Advisors, Sales and Colleagues to help complete applications.
- I also communicate with Underwriting on a daily basis to ask questions or provide information for the applications.
- I also complete CBTs regularly to make sure I am following compliance, currently they are all up to date.
Soft Play Receptionist
Iplay Centre
Clydebank, Clydebank
01.2011 - 03.2020
- Delivered front of house duties with warm friendly and professional manner.
- Welcomed the customers and booked them in and out with the monitoring system.
- Kept reception area clean and neat to give visitors positive impression of the company.
- Collected and distributed incoming mail, employing strict confidentiality throughout.
- Managed bookings using software to schedule party bookings, cancel and re-arrange [Timeframe] appointments.
- Answered and helped resolve enquiries from clients, vendors and general public on phone and front of house.
- Prepared party preparations with name signs and numbers and bookings.
Trainer and Team Leader
Scottish Provident
Glasgow
05.2003 - 12.2010
- Analysed training needs to determine learning styles and skills shortages.
- Assigned training exercises and skill assessments to newly hired employees.
- Prepared training materials and supplemental aids to support employee comprehension.
- Delivered instruction across various topics, integrating audio-visual presentations and training materials.
- Monitored employee progress, offering feedback to management on additional training requirements.
- Arranged training to bridge learning gaps and increase department capabilities.
- Fostered positive employee relationships through communication, training and coaching.
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
- Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
- Upskilled team members by planning and delivering training workshops.
- Coached team members through new or difficult workflows.
- Supported team to overcome new challenges by forecasting knowledge and skills gaps.
Education
NVQ Level 2 - Administration and Information Management
Clydebank College
Clydebank 08.2001 - 06.2002
NVQ Level 1 - Accounting
Sage
Clydebank 01.2005 - 06.2005
Skills
Always interested to learn new things always
Will always be a team player
Will do everything with a smile and be very friendly
Will follow directions instructed
Timeline
Royal London New Business Case Manager
Royal London
03.2020 - Current
Soft Play Receptionist
Iplay Centre
01.2011 - 03.2020
NVQ Level 1 - Accounting
Sage
01.2005 - 06.2005
Trainer and Team Leader
Scottish Provident
05.2003 - 12.2010
NVQ Level 2 - Administration and Information Management
Clydebank College
08.2001 - 06.2002