Shannon Brown
Edinburgh
Summary
Results-driven Senior Retirement Guidance Associate with over 8 years of experience in pensions, investments, and customer service. Expertise in client relationship management and a strong understanding of pensions regulations, excelling in high-volume environments where precision and empathy are key. Recognized for strong communication, critical thinking, and leadership, fostering team building and delivering elite customer service in exceeding performance targets. With a background in coaching and mentoring teams combined with a proven ability to streamline processes and enhance customer satisfaction. Adept at maintaining composure under pressure while ensuring quality assurance. Committed to driving operational excellence and cultivating long-term success in dynamic environments. Bringing a proactive approach to helping clients navigate complex financial decisions while driving organizational success.
Successfully ran a nail business self employed during a gap year in Australia, developing strong customer service, sales, and entrepreneurial skills.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
Work History
Senior Retirement Guidance Associate
Aegon
Edinburgh, Midlothian
01.2021 - Current
- Established strong relationships with clients, fostering trust and confidence in our services.
- Delivered top-notch service, increasing customer satisfaction levels and being recognised for this winning NPS hero champion for 2024/2025
- Handled telephonic communications completing over 12 appointments per day, over 20 inbound calls per day and answering customer email queries enhancing external relations.
- Supported senior staff members during busy periods resulting in efficient workflow and assisting colleagues for better team collaboration.
- Managed multiple tasks simultaneously for increased productivity.
- Handled administrative duties, improved operational efficiency.
- Liaised with clients to enhance business relationships.
- Maintained up-to-date knowledge of pensions regulations and Defined Contribution products, enhancing professional credibility.
Nail technician
Self Employed
Sydney, Australia
05.2023 - 02.2024
- Delivered high quality customer service, ensuring repeat business and referrals.
- Established and managed self-employed nail business, building client base from scratch.
- Managed scheduling appointments, payments, demonstrating strong organisational skills and time management.
- Promoted services through social media and word-of-mouth marketing, developing sales and marketing experience.
Platform Advisor and Coach
Aegon
Edinburgh, Midlothian
08.2018 - 01.2021
- Exceeded expectations by delivering exceptional customer service consistently. Returning over 500 NPS positive surveys.
- Appointed as Vulnerable customer and NPS Champion.
- Implemented effective coaching strategies to improve KPIs
- Supported recruitment processes, aiding in hiring decisions.
- Scored calls for colleagues and provided feedback verbally and in writing.
- Part of project team creating and enabling settlements procedures for customers to complete online.
Customer Service Representative
Aegon
Edinburgh, Midlothian
08.2016 - 08.2018
- Consulted regularly with clients about their needs and requirements, ensuring high levels of satisfaction.
- Managed large volumes of incoming calls for efficient customer service operations. Taking over 50 calls per day.
- Expert Defined Contribution knowledge and some Defined benefits.
Passenger service agent
Jet2.com
Edinburgh, Midlothian
08.2016 - 08.2018
- Ensured timely departure of flights by managing pre-boarding activities efficiently.
- Enhanced customer satisfaction by providing information regarding flight schedules and fares.
- Accelerated check-in process by verifying passenger documents promptly.
- Assisted elderly passengers and those with special needs, showcasing empathy and care.
- Communicated flight delays or cancellations with passengers, maintaining transparency and trust.
Education
Certificate of Higher Education - Platform Academy Induction Programme 2018
Edinburgh Napier University
Edinburgh 01.2018 - 03.2018
Higher National Diploma - Nursing Health and Social Care
Edinburgh College
Edinburgh 08.2013 - 08.2014
Scottish Qualifications Certificate - High School
The Royal High School
Edinburgh 08.2008 - 08.2013
Skills
- Pensions regulations knowledge
- Calm under pressure
- Problem-solving
- Communication skills
- Conflict resolution
- Leadership
- Coaching techniques
- Teamwork & Team building
- Quality Assurance
- Elite customer service
- Time management
- Client relationship management
Affiliations
- Member of a competitive pipe band becoming a world champion at 16 and a solo drumming world champion at 18. Demonstrating my commitment to team work, discipline, and performing well under pressure.
Accomplishments
- NPS hero champion 2025 - recognised for outstanding customer service based on positive feedback from customers and management.
- World champion solo drummer and band competitor.
Timeline
Nail technician
Self Employed
05.2023 - 02.2024
Senior Retirement Guidance Associate
Aegon
01.2021 - Current
Platform Advisor and Coach
Aegon
08.2018 - 01.2021
Certificate of Higher Education - Platform Academy Induction Programme 2018
Edinburgh Napier University
01.2018 - 03.2018
Customer Service Representative
Aegon
08.2016 - 08.2018
Passenger service agent
Jet2.com
08.2016 - 08.2018
Higher National Diploma - Nursing Health and Social Care
Edinburgh College
08.2013 - 08.2014
Scottish Qualifications Certificate - High School
The Royal High School
08.2008 - 08.2013
Similar Profiles
Saisha SharmaSaisha Sharma
Insurance Agent [LLQP Life Insurance License] at AegonInsurance Agent [LLQP Life Insurance License] at Aegon
KAMINI CHOPDARKAMINI CHOPDAR
Branch Head at AEGON LOGISTICS (I) PVT. LTD.Branch Head at AEGON LOGISTICS (I) PVT. LTD.
Purnendu GiriPurnendu Giri
Data Analyst at Aegon UK (Company-TCS)Data Analyst at Aegon UK (Company-TCS)