Shanae Rose
London
Summary
Expert in resolving complex customer inquiries and processing regulated finance applications while ensuring full regulatory compliance. Recognized for building strong relationships with customers, lenders, and colleagues through effective communication and a solution-oriented approach. Highly organized with exceptional attention to detail, capable of managing competing priorities and meeting strict deadlines in fast-paced environments.
Overview
9
9
years of professional experience
Work History
Finance Assistant Business Manager
Big Motoring World Group
05.2023 - Current
- Process high volumes of regulated finance applications while maintaining excellent attention to detail.
- Conduct affordability and eligibility assessments in accordance with FCA regulations.
- Guide customers through finance applications, ensuring they fully understand available options.
- Cultivated trusted relationships with customers, lenders, underwriters, and internal stakeholders to facilitate smooth finance processes.
- Deliver exceptional customer service throughout every stage of the vehicle finance journey.
- Resolve finance, payment and customer account queries efficiently and professionally.
- Investigated issues and identified solutions, ensuring timely resolution to enhance customer satisfaction.
- Maintain accurate audit-ready customer records while ensuring GDPR compliance.
- Prioritise multiple customer cases simultaneously in a fast-paced environment.
- Support colleagues across departments to ensure a seamless customer experience from application through to completion.
- Liaised with internal and external stakeholders to gather information, enabling accurate and timely data entry for finance applications.
Finance Administrator
TeamSport Indoor Karting
02.2019 - 04.2023
- Processed invoices accurately and maintained organised financial records.
- Allocated customer payments and completed account reconciliations.
- Supported month-end financial processes and reporting, contributing to accurate financial statements.
- Investigated payment discrepancies and worked with customers to resolve account issues.
- Collaborated with internal departments to enhance reporting accuracy and streamline operational processes.
- Provided customer support for finance, billing and payment enquiries via telephone and email, ensuring timely resolution and satisfaction.
- Managed confidential financial information with professionalism and discretion.
- Built positive relationships with colleagues and customers through excellent communication and responsiveness.
Senior Finance Advisor
Currys PC World
10.2017 - 01.2019
- Negotiated optimal terms with product providers for clients, positively influencing their financial outcomes.
- Maintained excellent compliance standards while processing regulated finance agreements.
- Ensured all documentation was accurate and compliant with FCA requirements.
- Explained finance agreements, credit options and payment plans clearly and confidently.
- Resolved customer complaints and finance-related queries using a professional and solution-focused approach.
- Cultivated strong client relationships through regular communication, fostering trust and encouraging client retention.
- Provided exceptional customer service by assisting customers with finance applications and retail purchases, enhancing their overall experience.
- Built rapport with customers to create positive buying experiences and encourage repeat business.
- Worked towards individual and team performance targets within a busy retail environment.
Education
BTEC Level 3 National Extended Diploma - Sport
Waltham Forest College
BTEC Level 2 Diploma - Sport (Distinction)
Barnet & Southgate College
Southgate, ENFGCSEs - including English (Grade 6)
Enfield County School
Skills
- Customer service excellence
- Complaint resolution
- Customer relationship management
- Customer retention strategies
- Telephone and email support
- Face-to-face service delivery
- Active listening skills
- Conflict resolution techniques
- Relationship building
- Financial administration
- Finance applications expertise
- Invoice processing and payment allocations
- Bank and account reconciliations
- Financial record management
- Financial reporting assistance
- Month-end financial support
- FCA compliance knowledge
- GDPR compliance awareness
- Data entry accuracy
- Document management systems
- Microsoft Office proficiency
- CRM systems experience
- Basic Sage knowledge
- Problem-solving abilities
- Effective communication skills
- Attention to detail
- Organizational skills
- Time management expertise
- Stakeholder engagement strategies
- Team collaboration skills
- Multitasking capabilities
- Ability to work under pressure
- Adaptability in dynamic environments
- Decision-making skills
Accomplishments
- Over 8 years' experience within finance, administration and customer service.
- Successfully managed high volumes of customer finance applications in FCA-regulated environments while maintaining excellent accuracy.
- Developed strong relationships with customers, finance lenders and internal stakeholders, contributing to smooth customer journeys and positive outcomes.
- Consistently resolved finance, payment and account-related enquiries efficiently, helping to improve customer satisfaction.
- Maintained accurate audit-ready financial records in line with FCA and GDPR regulations.
- Built a reputation for professionalism, reliability and excellent customer service within fast-paced environments.
- Supported business operations by managing competing priorities while consistently meeting deadlines and service level agreements.
- Demonstrated excellent problem-solving skills by investigating and resolving payment discrepancies and customer account issues.
Timeline
Finance Assistant Business Manager
Big Motoring World Group
05.2023 - Current
Finance Administrator
TeamSport Indoor Karting
02.2019 - 04.2023
Senior Finance Advisor
Currys PC World
10.2017 - 01.2019
BTEC Level 3 National Extended Diploma - Sport
Waltham Forest College
BTEC Level 2 Diploma - Sport (Distinction)
Barnet & Southgate College
GCSEs - including English (Grade 6)
Enfield County School