Teresa Maxwell
Gillingham,Kent
Summary
I am a hard-working, friendly, sociable individual who is quick to adapt to new challenges, with an extensive track record in a demanding and multi-tasking background. Strong problem-solving abilities and a record of building positive relationships. As an employee I am a supportive team player, but also have always been motivated to maintain a high level of customer satisfaction and contribute towards targets/goals. As a mother for the last 23 years, I have additional responsibilities, and therefore, that is why I have worked part-time weekly hours; however, as and when required, I have always assisted with additional hours to make sure any jobs or tasks are completed. I have assisted at my son's clubs and school, and I am Enhanced DBS checked. I have taken part in numerous charity events, such as the Race for Life, the Big Fun Run, the Miracle Mile, and volunteered at Chartwell's Cancer Trust portable pop-up shop. shop.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Ambition Tutor
Rainham School For Girls
08.2022 - 11.2025
- I began here in August 2021 working as an an ACE (A Champion for Every Child) Ambition Tutor working mainly with year 12 and 13 Students.
- My role involved working alongside disadvantaged students, as well as additional students assisting them in achieving their end target/goal(s), acting as their mentor, by holding regular 1-2-1 meetings to assist in developing their self-esteem, social skills and assisting with any barriers to learning such as revision techniques.
- Additionally looking into any attendance issues/reasons for absence.
- During our meetings we would discuss future aspirations and career paths, creating a pathway to maximise their capabilities.
- My role included assisting with their UCAS and Unifrog, providing advice on universities and apprenticeships. (Such as any queries on how to navigate and fill out their UCAS, and making sure Open Days were booked. (as well as assisting and explaining regarding the financial implications of University life).
- I also participated in invigilating exams across all year groups at the school, during GCSE and 'A' Level examinations.
- I worked closely with the Careers Director and attended Careers meetings offsite and Careers Fairs to gain additional information and up-to-date knowledge to pass onto my students to help with Post-Sixth form employment/to make sure NEETs are consistently reduced.
- If any students were unable to find work experience placements I would take the time to sit and work with them to find placements both outside and inside the school, so that they have an opportunity to gain skills to add to both their Personal Statement and CV for their future.
- For any student applying to University I would take the time to sit and review their chosen course and review and go over how to write a Personal Statement and explain the next steps (as this can be a daunting task).
- Developed tailored learning plans for diverse student needs.
Claims Team Leader
Churchill/RBS/DLG
09.2019 - 08.2021
- Leading/running a team of approximately 9 claims advisors.
- Supervising the output of my team and being easily approachable for any issues that may arise.
- Skills: Leadership, Setting examples, Authorising payments, Strong Communication skills and Team Work.
- As well as continuing to develop myself, to train and develop my team (spotting any areas of improvement in individuals and offering to sit and work on them, to solve any queries).
Mobile Trainer
Churchill/RBS/DLG
09.2019 - 08.2021
- Designing, producing and delivering Power Point training packs to a variety of departments and areas.
- Skills: Presentation Skills, Designing Power point presentations and travelling and presenting in front of an audience.
- Answering both telephone and in person queries, arranging and booking of facilities.
FOS/Executive Complaint Handler
Churchill/RBS/DLG
09.2019 - 08.2021
- Reviewing complaints on behalf of the Chief Executive.
- Acting as an adjudicator between the customer and the relevant parties with whom the customer was dealing with.
- Skills: Communication Skills, Mediation techniques, reviewing of Policy wording, working from own initiative.
- Dealing with referrals from all areas of the business for opinions on cases they have currently, before reaching the complaints stage.
- Reviewing the whole file from start to finish and preparation of the files and reviewing of the evidence and seeking any additional evidence which may have been missed.
- Where necessary coming to an agreement on a financial solution to the complaint i.e. paying of medical costs, costs towards buildings and contents, unexpected travel costs etc.
- Liaising with other departments of the business to collate on areas which may need improving.
FOS Stage 2 Handler
Churchill/RBS/DLG
09.2019 - 08.2021
- Mediating between the company and the Financial Ombudsman Service in all aspects of Insurance (i.e. Travel, Motor, Pet, Home, Home Emergency, Rescue etc).
- Additionally, being involved in workshops around the country.
- Skills: Working Individually, working as part of a team, communication skills and knowledge.
- Quarterly on-line learning/training modules (including health and safety tasks).
- Maintaining a high level of commitment to all areas of day to day tasks.
- Adhering to all codes of conduct.
- Being aware of any concerns/environment and requirements.
- You have to think 'outside' the box to make sure you review the whole situation and that every aspect has been covered.
FOS Learnings Analyst
Churchill/RBS/DLG
09.2019 - 08.2021
- Identifying any trends/themes in the business where complaints are high and investigating why this is happening.
- Investigating these areas and providing feedback/case studies and data to help reduce these figures.
- Produce reports.
- Attend quarterly meetings in Glasgow/Leeds offices.
- Skills: Working as a team, Good communication skills, flexible and reliable.
- Quarterly and Annual reviews and On-line training modules.
- Updating all spread-sheets on a daily/weekly and monthly basis and sharing them with all relevant areas.
- Provide all managers/relevant areas with the necessary statistical information relating to their areas.
Office Administrator
Gordon Road Primary School
01.2020 - 07.2021
- Working as an Office Administrator.
- My role involved; Assisting in booking of school trips, Face-to Face parents queries, Chasing absence calls, dealing with e-mail queries, chasing payments for outstanding dinner monies, If any cancellations of clubs e-mailing and calling parents.
- Fire drills, booking First Aid Courses, Handing out slips, calling parents if and when require, as and when required attend meetings and note take.
- When COVID arose I worked in between three of our other schools when we had hubs.
- Dealt with foodbank voucher issuing, along with food parcel issuing.
Assistant
AMAT
Chatham
11.2019 - 01.2020
- I began working for AMAT after being made redundant from Insurance after 23 Years and enjoyed this role. It was a Part-Time position.
- I worked in the administration department as well as face-to-face with the residents handing out supplies when required, as well as in the hub assisting them in writing cover letters and applying for jobs.
- AMAT's goals are: To provide rapid and direct access to suitable, safe and secure housing for homeless people in Medway and Kent. Additionally, to offer support for vulnerable homeless people and those at risk of homelessness.
Claims Advisor
Churchill/RBS/DLG
09.1997 - 09.2019
- Investigating car claims, obtaining admissions of liability, and reviewing of evidence.
- Skills: Communication, empathy, Preparing files for our legal department containing evidence in support of our customer, Compassion, Balance of Probabilities amongst detailed note taking and chasing admission of liability, making payments (invoices from repair centres, Rescue Agents etc) and working alongside external companies.
- Working toward new Aims and Goals and consistently developing myself.
Education
GCSE's grade C and above -
07.2021
A levels -
07.2021
CII (Chartered Insurance)-Diploma -
07.2021
Level 2 NVQ -
Customer Service
07.2021
Education Work Courses - Basic Counselling, EMCC Coaching, EBSA, Wellbeing and Support Intervention, effective study habits
07.2021
Skills
- Aspiration meetings
- Communication strategies
- Time management
- Flexible approach
- Exam invigilation
- Punctuality
- Effective interaction
- Patience
- Communication skills
- Collaboration and teamwork
- Career guidance
- Student rapport building
- Verbal and written communication
- Empathy and patience
- Relationship building
- Reliability and flexibility
- Dedication
- Creative problem-solving
- Compassionate service
- Customer-first mindset
- Prioritization skills
Certification
- EMCC Coaching
- Entry Level Counselling Course
- Level 2 NVQ in Customer Service
- CII (Chartered Insurance)
- IFC2
- IFC1
- First Aid Training, Out of date
- Mental Health First Aider
References
References available upon request.
Timeline
Ambition Tutor
Rainham School For Girls
08.2022 - 11.2025
Office Administrator
Gordon Road Primary School
01.2020 - 07.2021
Assistant
AMAT
11.2019 - 01.2020
Claims Team Leader
Churchill/RBS/DLG
09.2019 - 08.2021
Mobile Trainer
Churchill/RBS/DLG
09.2019 - 08.2021
FOS/Executive Complaint Handler
Churchill/RBS/DLG
09.2019 - 08.2021
FOS Stage 2 Handler
Churchill/RBS/DLG
09.2019 - 08.2021
FOS Learnings Analyst
Churchill/RBS/DLG
09.2019 - 08.2021
Claims Advisor
Churchill/RBS/DLG
09.1997 - 09.2019
GCSE's grade C and above -
A levels -
CII (Chartered Insurance)-Diploma -
Level 2 NVQ -
Customer Service