Summary
Overview
Work history
Education
Skills
Timeline
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Shaun Blackwell

Stroud,GLOS

Summary

Accomplished and compassionate professional with expertise in technical support and process improvement, adept at cross-skilling and team coaching. Demonstrates strong problem-solving abilities and excels in time management, driving continuous improvement through effective training initiatives. A focus on enhancing organisational efficiency through training new individuals and improving knowledge of current colleagues. Achieving career growth through added value and continuous improvement.



Overview

38
38
years of professional experience

Work history

Technical Consultant

St James Place
Cirencester, Gloucestershire
04.2017 - Current
  • Creating success together by managing and prioritising your work to accurately resolve technical queries.
  • Being easy to do business with by achieving the departmental Service Level and Quality Assurance standards.
  • Helping each other to grow and develop through collaboration.
  • Achieve agreed department output targets for Phones, Emails, LiveChat as per your teams metrics in the Operational Standards document.
  • Provide technical support via Mezzanine Service
  • Main contact for SJP Admin on process queries.
  • Assist Client Services with queries on discretions and processes.
  • Support activities such as Literature review, Coaching and Support to peers as needed.
  • Complete all work in line with our Quality Assurance and Soft Skills Standards, and ensure any recommended actions are delivered timely.
  • Cross -skilled across Tax Trusts and Protection, Advice Guidance and Pensions Technical
  • Proactively identify/contribute towards continuous improvement, innovation opportunities and solutions
  • Collaborate with relevant stakeholders across the business.
  • Reduce the impact of key person reliance for specific topics by leading training initiatives.Provide proactive project support and SME guidance.
  • Understand future business impact of changes to Technical Services and communicating this in a clear and timely manner.
  • Deputising for the Operations Manager as required
  • Identify and/or support the Operations Managers and Lead Technicians with the evolution and delivery of training, coaching and continuous improvement initiatives, with the aim of improving service and consistency.
  • Be an advocate for Strategic Change to the team and department.

Technical Consultant

Eagle Star/Zurich
Cheltenham/Swindon, Gloucestershire/Wiltshire
08.1999 - 03.2017
  • Creating success together by managing and prioritising your work to accurately resolve technical queries.
  • Being easy to do business with by achieving the departmental Service Level and Quality Assurance standards.
  • Helping each other to grow and develop through collaboration.
  • Achieve agreed department output targets for Phones, Emails as per your teams metrics in the Operational Standards document.
  • Support activities such as Literature review, Coaching and Support to peers as needed.
  • Complete all work in line with our Quality Assurance and Soft Skills Standards, and ensure any recommended actions are delivered timely.

New Business Administrator

Eagle Star
Cheltenham, Gloucestershire
02.1991 - 08.1999
  • Carried out day-to-day duties accurately and efficiently.
  • Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
  • Successfully delivered on tasks within tight deadlines.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Supported team by demonstrating respect and willingness to help.
  • Worked flexible hours, covering nights, weekends and bank holidays.
  • Consistently arrived at work on time and ready to start immediately.
  • Offered friendly, efficient customer service and handled challenging situations with ease.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Used Microsoft Word and other software tools to create documents and clear communications.
  • Applied critical thinking to analyse problems, evaluate solutions and select best decisions.

Payroll clerk

Pressboard
Nailsworth, Gloucestershire
09.1987 - 01.1991
  • Prepared payslips diligently each month end ensuring no errors or discrepancies.
  • Conducted regular audits of payroll data for accuracy and reliability.
  • Handled confidential employee information, maintaining privacy and trust.
  • Coordinated year-end processes such as P60 issuance, facilitating smooth operations within the organisation.
  • Ensured timely salary distribution for staff satisfaction.
  • Resolved payroll discrepancies swiftly, maintaining high level of staff morale.
  • Verified timekeeping records, ensuring fair remuneration for all employees.

Education

NVQ Level 4 - Financial Services

CII/PFS

Skills

  • Technical support
  • Cross-skilling
  • Time management
  • Problem solving
  • Continuous improvement
  • Team coaching
  • Salesforce
  • Process improvement
  • Training initiatives
  • Organised
  • Compassionate and empathetic
  • Customer outcome focused

Timeline

Technical Consultant

St James Place
04.2017 - Current

Technical Consultant

Eagle Star/Zurich
08.1999 - 03.2017

New Business Administrator

Eagle Star
02.1991 - 08.1999

Payroll clerk

Pressboard
09.1987 - 01.1991

NVQ Level 4 - Financial Services

CII/PFS

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Shaun Blackwell