Scott Hunter

• Assisted international RSM member firms in maintaining independence from their clients by ensuring there are no ongoing conflicts with RSM UK.
• Effectively managed the Independence Team's query inbox to assist RSM UK and International queries.
• Worked collaboratively with audit partners to ensure their requests are actioned in a timely manner.
• Designed, developed and implemented the independence team tracking system via Excel.
• Adhered to the stringent 3-day window we have for processing inbound conflict checks daily, effectively managing my time and team in order to do so.
• Ensured RSM's internal conflict and compliance system is up to date with accurate client data to assist in all areas of the business including conflict checks and providing audit assurance services.

• Reviewed our current ways of working and develop new processes to suit our advisors better.
• Used Excel to navigate system data and process BACS payments and VAT receipts for customers.
• Monitored 25+ advisors progress through the day to ensure they're on target and working on their assigned tasks.
• Worked alongside my team every day to ensure we were all within our KPI's and managing resources effectively to ensure success.
• Always be on top of our phone availability, ensuring that each advisor is on the phone when they should be and reminding them to stay available if not.
• Partnered collaboratively with other departments, such as Marketing to ensure that Customer Care is meeting their needs, for example, maintaining the brand voice when responding to contact via social media.
• Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
• Navigated multiple computer systems and applications to find information.
• Led team meetings to foster communication and improve work efficiency.
• Deal with a variety of Manager Escalation calls in which a customer wished to speak with someone higher.
• Listened to other's phone calls to provide constructive feedback on how they can resolve the call if they seem to be struggling, or the call is taking longer than usual.
• Delegated tasks out to my team as necessary and followed up to ensure that these are completed correctly and accordingly.
• Analyzed customer feedback for process improvements to achieve long-term business objectives.

• Lloyds Banking Group outsourced their Personal Loan Service department to DXC technologies in which I worked to support customers who need assistance with their loans.
• Adhered to the customer verification process ensuring security is confirmed on each call in compliance with data protection regulations.
• Used my expertise to help customers understand their loan agreements covering terms like interest rates, monthly repayments, loan terms, payment methods, and more.
• Took card payments over the phone and helped customers set up new direct debits ensuring all terms and conditions are clearly explained and an understanding is established before proceeding.
• Offered prompt solutions to maintain customer satisfaction.
• Followed up on unresolved customer issues to research and correct problems.
• Followed scripts when answering common customer questions.

• Delivered exceptional customer service all the time via multiple methods of contact such as: Emails, Webform Requests, Social Media Messages/Posts and Telephone Calls.
• Actively listened to customers to quickly identify needs and resolve their issue efficiently.
• Dealt with high-pressure, fast-paced situations where contact levels have exceeded that of a normal rate and kept my workflow under control.
• Planned my way of working for the day to ensure that all tasks and targets are met, taking into account other factors that may influence this such as inbound calls.
• Captured a wide range of data from customers, entering and updating the relevant information on our system.
• Confidentially represent the Greggs "brand voice" when responding to customer queries and complaints on social media both privately and publicly.
• Routinely reached my productivity target every day, exceeding this target 89% of the time, and achieving my basic target 100% of the time.
• Escalated queries outside area of expertise whilst keeping customers updated to ensure great service.
• Skilfully navigated challenging phone conversations with resilience, confidence, and interpersonal skills to achieve a positive outcome.
• Helped out with training across the team, using my experience and expertise to train my colleague's unfamiliar areas and build up their confidence.

Since August 2024 I've volunteered my time to help run, organise and host Rubik's Cube competitions all across the country for 100's of competitors.

My Role as a delegate is not only to help organise competitions but become a key role in the operation of the event in many ways such as:

• Arranging furniture hire and setting up each day.
• Delivering daily presentations to hundreds of competitors, explaining competition rules, regulations, and procedures.
• Inputting results into our system in real-time to ensure these are available for all to see
• Keeping watch of the competing stage and assisting with any delegate calls if there is a problem/potential penalty
• Speaking publicly over the intercom system to announce new groups and call for extra judges and help.
• Led daily operations by delegating staff to specific roles and ensuring the smooth execution of the competition schedule.

This is purely a volunteering role, I'm not paid for this work. It's a hobby I feel great pleasure in helping to thrive. This has not only allowed me to actively take part in one of my passions and help the community grow but also taught me many new valuable skills and allowed me to utilise and broaden previous experiences in leadership and people management more personally.

This hobby is quite niche, to find out more you can visit https://www.ukca.org/