Zoe Hewitt
Norwich,Norfolk
Summary
A highly motivated and reliable individual who is able to work professionally as part of a team to achieve the best possible outcome for any given task. Possess strengths in communication and understanding whilst managing daily tasks in a customer-focused environment to ensure customer needs are taken care of effectively. These skills have been homed over a long period of time in customer service roles in both face to face and other communication mediums.
Overview
23
23
years of professional experience
6
6
years of post-secondary education
Work history
Wellbeing Lead
Aviva Insurance
Norwich , Norfolk
03.2025 - Current
- Advocated for positive work-life balance; improved employee satisfaction.
- Ensured compliance with all Health and Safety regulations for a risk-free working space.
- Mediated meetings related to employee relations as objective third party.
- Assisted HR team with daily operations by owning administrative tasks.
- Offered face-to-face, video and phone sessions on individual basis.
- Completed individual assessments to formulate personalised wellbeing plans.
- Proactively identified employees in need of further support and social prescribing.
- Handled confidential information with complete discretion to respect employee privacy.
- Supported re-entry to work after illness or extended leave.
Motor claims adjuster
Aviva Insurance
Norwich, Norfolk
11.2004 - Current
- Liaised with solicitors for legal advice on contentious cases.
- Evaluated repair costs, reducing unnecessary expenditures.
- Interpreted policy terms and conditions for accurate claim processing.
- Resolved customer complaints through careful analysis and negotiation improving client relationships.
- Adhered strictly to data protection protocols safeguarding sensitive information.
- Analysed accident details accurately determining liability.
- Coordinated with loss adjusters for damage assessments on high-value claims.
- Communicated professionally with clients maintaining customer satisfaction during stressful times.
- Collaborated with investigators to uncover fraudulent claims.
- Conducted regular reviews of ongoing cases ensuring progress towards resolution.
- Negotiated settlements with claimants to resolve disputes swiftly.
- Managed high volume of motor claims daily, ensuring efficient resolution.
- Trained new employees on company policies and procedures enhancing team performance.
- Facilitated communication between parties involved in accidents, fostering understanding and cooperation.
- Prepared detailed reports documenting claim progression from inception to conclusion.
- Assessed vehicle damages accurately calculating settlement payouts.
- Prioritised workload effectively managing time-sensitive tasks.
- Streamlined processes by maintaining organised workflow and documentation.
- Handled all claims and communications within established service level agreements.
- Escalated critical claims or complex situations to supervisor for review.
- Kept clients well-informed of claim updates and case progress.
- Recorded detailed, accurate claim particulars for reliable case notes.
- Achieved positive claim outcomes through careful case management.
- Determined insurance cover level and relevance for accurate claim assessments.
- Responded to telephone enquiries from clients, vendors and members of public.
- Handled initial claims enquiries with attention to first-class, personal service.
- Processed inbound customer calls promptly to meet call-handling timeframe targets.
- Followed up on all client requests and verified resolution.
- Completed general claims administration, reviewing and distributing legal and evidentiary documentation.
- Provided claims advice to clients, managing expectations and explaining claims processing timelines.
- Managed large client portfolio, prioritising claims in line with complexity and demand.
- Built and managed effective internal and external relationships with all involved parties.
- Maintained strict confidentiality when dealing with sensitive client information, ensuring staff members followed suit.
- Obtained clear photographic evidence to support customer claims.
Front office receptionist
Ramada Hotel
Norwich , Norfolk
08.2002 - 11.2004
- Maintained security measures, protecting guest personal information and privacy.
- Responded promptly to customer queries, ensuring an enjoyable stay.
- Provided hotel information for improved guest experience.
- Handled telephone enquiries professionally, delivering accurate information about the hotel and its services.
- Facilitated easy communication with non-English speaking guests using translation skills when necessary.
- Assisted in concierge services such as booking taxis or recommending local attractions, improving overall holiday experience.
- Coordinated smoothly with housekeeping staff, ensuring rooms were ready on time.
- Ensured smooth check-out process by promptly settling bills and confirming future bookings if required.
- Handled baggage storage efficiently, providing convenience upon early arrival or late departure.
- Increased efficiency by swiftly resolving any complaints or issues.
- Processed payments accurately, guaranteeing smooth transactions for guests.
- Streamlined check-in procedure by efficiently handling guest documents.
- Improved customer satisfaction for providing timely assistance during stay.
- Maintained clean and organised reception area, creating a welcoming atmosphere.
- Greeted and checked-in guests promptly and professionally.
- Managed incoming calls effectively using switchboard systems.
- Processed and provided clear, accurate receipts for guest payments.
Education
Diploma of Higher Education - Customer Service / Front of house course
City College Norwich
Norwich 09.2001 - 07.2003
GCSEs -
Wymondham College
Norwich 09.1997 - 07.2001
Skills
- Calm under pressure
- Problem-solving
- Excellent Communication skills
- Team Player
- Multi tasking
- Customer relations
- Positive and approachable
- Time management
Affiliations
- Childrens activities including swimming, gymnastics, childrens football and Unit Leader of local Rainbows Group
Personal
Whilst attending Wymondham College, I represented the college in Swimming, Netball, Rounders and Hockey and completed my Bronze Duke of Edinburgh award.
I also represented Norwich Swans swimming club at county level. I was a committed member involved in the setting up of the Norfolk Police multi agency project in youth work including the Open initiative and the Say No and Phone (SNAP) under 18's safe clubbing scheme, during the course of which I was part of the security team, safeguarding the young attendees which on some occasions led me to deal with confrontational issues.
I have also volunteered whilst a student, in police sponsored recreation days for young people with both mental and physical disabilities. This I found very rewarding and would possibly like to expand on this in the future.
I now feel ready for a new employment challenge.
Timeline
Wellbeing Lead
Aviva Insurance
03.2025 - Current
Motor claims adjuster
Aviva Insurance
11.2004 - Current
Front office receptionist
Ramada Hotel
08.2002 - 11.2004
Diploma of Higher Education - Customer Service / Front of house course
City College Norwich
09.2001 - 07.2003
GCSEs -
Wymondham College
09.1997 - 07.2001