Caroline Wood

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Caroline Wood

Customer Incident Analyst
Grimsby
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CAROLINE WOOD
Mobile: 07714 433867 E-mail: cawood7979@gmail.com
LinkedIn: www.LinkedIn.com/in/caroline-wood

PERSONAL STATEMENT
An experienced Level 4 Qualified Financial Services professional with over 11 years’ experience in Customer Remediation and Quality operations. A motivated team player with demonstrable leadership experience acquired working with multi discipline project teams. Adopts a positive and pragmatic approach, using excellent analytical abilities to produce tangible results. Works well on own initiative and can demonstrate the high levels of motivation and organisation required to meet tight deadlines.

EMPLOYMENT HISTORY
August 2020 – Present
Customer Incident Analyst for Big 4 Consultancy
 Works as part of the In-house Customer Incident Delivery Team facilitating and managing business improvement activities
 Undertakes detailed analysis to document Root Cause and identify containment approaches in accordance with a defined Customer Incident Management Process
 Produces high quality written and verbal communications, delivering findings and recommendations to senior stakeholders
 Organises and leads conference calls providing a bridge between business departments to drive incident activities forwards and promote prompt resolutions to identified issues
 Adopts a proactive approach to identify solutions and implement remediation plans to mitigate risk and impact to customers and the business

December 2019 – August 2020 / Barbon Insurance Group / Lincoln
Complaints Manager
• Led the group complaints operation, processes and controls ensuring the delivery of fair customer outcomes in accordance with FCA guidelines and Financial Ombudsman expectations.
• Developed and embedded an effective Root Cause Analysis (RCA) mechanism. Engaged with senior stakeholders making recommendations for continuous improvement based on RCA output.
• Improved efficiency within the team which proved pivotal in reducing complaint handling timeframes and improving customer satisfaction. This was reflected in FCA reportable complaints for H1 2020:
– Received complaints – lowest volume reported since 2016
– Open complaints – lowest volume reported since 2017
– Complaints in excess of 8 weeks – lowest volume ever reported to FCA

October 2017 – December 2019 / CLW Financial Services Ltd / Crawley
Quality Control Manager for Big 4 Consultancy
• Oversaw the Quality function for a 250 FTE Past Business Pension Review project
• Managed a team of 20+ QC agents, ensuring KPI’s were consistently delivered
• Supported with the recruitment and training of new to business candidates including accreditation sign offs
• Developed and delivered training sessions to ensure common fail trends were addressed
• Adjudicated on appeals raised by the operation
• Maintained accurate training records for all Review and QC agents
• Produced and delivered MI reports for distribution to senior management and end client

March 2017 – October 2017 / CLW Financial Services Ltd / Leeds
Packaged Bank Account Case Manager and Subject Matter Expert
• Worked as part of a large-scale Packaged Bank Account remediation operation for a Big 5 Bank, overseeing the effective resolution of complaints in relation to Packaged Bank Accounts
• Managed challenging productivity targets whilst maintaining impeccable quality standards
• Visited various sites to provide technical support and guidance to new colleagues and assist with route to competency sign off

March 2015 – October 2016 /CLW Financial Services Ltd / Rugby
Quality Control and Technical Team Lead for Big 4 Consultancy
• Oversaw the management of the Quality and Technical function for a 200 FTE Packaged Bank Account operation
• Ensured the Quality and Technical team had a consistent and effective approach to conducting first line defence activities
• Supported the training and development needs of the teams (direct and wider operational) and ensured these needs were met through delivery of programs that developed appropriate skills, knowledge and behaviour
• Ensured all reportable and non-reportable risk incidents were escalated and reported
• Ensured Quality Control & Root Cause Analysis measures were fit for purpose

ADDITIONAL EMPLOYMENT HISTORY
 December 2014 – March 2015 / Lloyds Bank / London
Redress Case Handler for Big 4 Consultancy
 May 2014 – November 2014 / UK Asset Resolution (formerly Northern Rock) / Sunderland
PPI Quality Assurance Analyst
 January 2014 – May 2014 / AXA Insurance / Middlesbrough
Help Desk Team Member
 March 2013 – December 2013 / Lloyds Bank / London
PPI Redress Team Leader for Big 4 Consultancy
 July 2011 – March 2013 / Barclays UK / Middlesbrough
PPI Specialist Complaints Team Lead

QUALIFICATIONS
 Level 4 Diploma for Financial Advisers (DipFA)
 PRINCE2 Foundation
 Higher Education Diploma in Law, Leeds Metropolitan University (2008 – 2010)
 Higher National Certificate in Business, North Lincolnshire College, Lincoln (1998 – 1999)
 Banovallum Secondary School, Horncastle (1993 – 1996)
 8 GCSE’S at grades A-C including English and Mathematics

ADDITIONAL INFORMATION
 IT literate
 Full, clean driving licence held with own transport
 References available upon request


BECOME AN OWNER-DRIVER, operate your own vehicle or fleet, increase your income and have a better lifestyle. Use our free guide and assistance to obtain your Operator's Licence (O-Licence) TransportForum.com/guide-olicence and set up in this business.
TRANSPORT MANAGER available for your Operator's Licence. HGV and PSV. Anywhere in the UK. FREE assistance with your O-licence (if you hire a TM). See our rates. Call 07833 684449 or contact us here.
  • Updated 2 weeks ago

To contact this candidate email cawood7979@gmail.com or call 07714433867