Nikkie Downe
Isle Of Man,County (optional)
Summary
Proficient Client Service Team Leader successful at directing quality improvement, team productivity and work efficiency initiatives. Motivational and supportive supervisor with approximately 15 years of Banking experience, with the desire to expand into a management role with prime focus on service and improvement.
Overview
1
1
Certification
48
48
years of professional experience
Work History
Client Experience Executive
Nedbank Private Wealth - Isle of Man
Douglas, Isle Of Man
2007.09 - Current
- Answered customers' questions and addressed problems and complaints in person and via phone.
- Managed wide variety of customer service and administrative tasks to resolve customer issues.
- Resolved product or policy issues and shared benefits of new technology.
- Responded promptly to general inquiries from members, staff and clients via mail, e-mail and fax.
- Built customer confidence by actively listening to concerns and giving appropriate feedback.
- Educated customers on product and service offerings.
- Confirmed that appropriate changes were made to resolve customers' problems.
- Trained new employees on company customer service policies and service level standards.
- Offered direction and gave constructive feedback to motivate team members.
- Capitalized on opportunities to enhance customer experiences and bring in repeat business.
Service & Support Team Leader
Barclays Wealth Management
Isle Of Man, Isle Of Man
2004.09 - 2007.03
- Responsible for managing a team of 12 to achieve all objectives set in their Personal Development Plan.
- Manage team on a daily basis, reporting to Operational Excellence manager in Team Leader daily buzz of any issues which may hinder delivery of service to 'stakeholders'.
- Daily team buzz to inspire and motivate team, raise morale.
- To manage, coach and develop under performers in the team to achieve acceptable levels of performance.
- If an individual is not successful in raising their performance first steps of Disciplinary and Grievance procedures to be triggered by utilizing all management tools available to evidence and support findings.
- Equally high performers are managed to give stretch to their current performance and discussions are carried out to ascertain their career aspirations.
- A progression plan is devised to ensure that the individual achieves their goal.
- Hold monthly 'one to ones' with each team member to establish their feelings and any issues they may have.
- To discuss performance for the month and the way forward.
- Responsible for writing and updating procedures for tasks carried out by team.
- Challenge processes and engage in change procedures.
- Re-writing one particular procedure reduced risk in the department and has strengthened the performance for the team as a whole.
- Responsible for accuracy and quality monitoring of team and this to be reflected in their performance development plans.
- Responsible for maintaining excellent service delivery and relationships with internal customers.
- Responsible for recruitment in own team and ensuring that all candidates available are assessed fairly.
- Responsible for Risk Awareness for team and ensuring ALL training for Risk, Anti Money Laundering etc is up to date, correct and recorded for audit purposes.
- Conduct Return to Work Interviews for absence, sickness etc., also managing poor attendance using the management tools provided.
- Using the Disciplinary and Grievance procedures I have been successful in managing up the performance of 1 team member and successfully managed 1 team member out of the business due to capability issues.
- The individual should not have been in the role from the start and I have learned that all Team Leaders must be entirely responsible for assessing candidates for the roles vacant on their own teams.
- My friends and colleagues see me as a people person and know me wll enough to say that any 'difficult' decision to be made where it involves another person is not taken lightly.
- I pride myself in the fact that a member of my team can leave the room after a diffcult meeting with me and still be motivated to achieve better results.
- On one occasion I sought an interview, through my husband at Standard Bank, for a team member who was currently underperforming in his role with my team because his interests lay in IT.
- His application was successful and instead of being managed out of Barclays he is now enjoying a role which I consider myself partly responsible.
- I am very aware of people feelings and will always do all I can to make a difficult situation more comfortable.
- My manager and colleagues believe me to have good negotiating and empathy skills with my team.
Personal Banker
Barclays Private Clients International, Barclays International at Eagle Court
1999.06 - 2004.09
- The role was not dissimilar to the roles I have held in the past and was basic customer service.
- Discussing personal customers needs for Barclays products and services, taking bank to bank transfer requests, chaps and international payment requests and making bill payments, setting up standing orders, discussing balances and overdrafts, advising of charges and fees on accounts, recording complaints, introducing customers to investment and premier managers, referring customers to mortgage advisors and lending team, liasing with other departments to ensure customer requests are carried out in accordance with their instructions.
- Since May 2003 I have been on an extended hours role which offers customer service to personal customers outside normal office hours.
- I have been a part of Aqua team inbound telephones for the last 5 years and would like to think that I have adapted to the many changes to our focus over the years.
- The role is always challenging.
- We have moved from a hard sales focus to quality of service which I have offered at all times.
- I have always shared best practice with my colleagues, encouraging new team members with recording their sales.
- I have run team meetings and because of my length of service in the role my colleagues know that they can approach me for help.
- I regularly assisted with training for all new intakes to the contact centre.
- I challenged existing procedures and made suggestions for improvements.
- I take great pride in the service that I and Barclays Private Clients International offer to our customers and was nominated for Eagle Achievers for excellent customer service.
- I have been awarded with 2 Bronze awards.
- Continued : I am very customer focused and fully appreciate the need for growth in our business.
- The service that I give to our customers is consistent.
- Every customer is important to me, regardless of their net worth.
- My proudest moment was the occasion when on a European tour, a retired vicar from Australia traveled with his wife to the Isle of Man particularly to meet with me and thank me personally for my excellent customer service.
- He brought me a 'huge' box of chocolates and wanted to speak to my manager to ensure he was aware of his appreciation.
- Although absolutely delighted by his comments I was incredibly humbled by the whole thing and the day was not recognized by my managers as I did not broadcast it!.
- I appreciated the importance of service level in the call centre but felt I could no longer make a difference to customer service in my role.
- I was not permitted to take ownership of any customer issues.
- These were handed off to the telephone support team and customer care team.
- I needed to take ownership of issues and strive to give worldclass service to our customers.
- I took on the Communication Champion role and still feel very passionate about this.
- The environment we work in leaves very little time for our colleagues to find out the important issues going on around them either now or in the future.
- It is the Communication Champions role to feed this information to their colleagues by way of cascades in team meetings.
- The aim was to help colleagues achieve a better understanding of Barclays commitments and obtain feedback to forward to our leadership team.
- I want to make a difference and will strive to do this in whatever role I am placed.
Customer Relations Advisor
Bradford & Bingley (IOM) Ltd
1996.12 - 1998.10
- Duties which include setting up counter before opening, checking sufficient cash in till.
- Taking client deposits, mortgage payments and making withdrawals.
- Giving advice to clients on range of products currently available, explaining Terms and Conditions and Service Charges.
- Offering assistance with completion of application forms.
- Offering customer service by telephone to all clients either international or otherwise., i.e.
- Advising on methods of money transfers both to and from accounts.
- Setting up potential client information on computer, setting up new accounts, tying up monies received to new account holders, obtaining necessary documentation for identification purposes, obtaining Bank references.
- Implementing any change to client details on record and confirming change to client.
- Generating letters to client on WordPerfect.
- Processing and confirming fax requests.
- Dealing with Deceased accounts.
Hamblin Employment Agency
1996.01 - 1996.12
- Since arriving on the Isle of Man in September 1996 I registered as a Temp with Hamblin employment agency.
- I obtained temporary positions with Allied Dunbar and Abbey National until I acquired full time employment with Bradford & Bingley (IOM) Ltd.
Internal Sales Engineer
Farnell Electronics
Harlow, Essex, England
1982.01 - 1996.01
- Duties included service to major accounts.
- Offering technical assistance on cables and wires.
- Where possible offering alternative product to that requested.
- Renewing contracts and quotes using Microsoft Word and Excel.
- Securing new contracts.
- Requesting competitive pricing and availability from numerous manufacturers.
- To progress orders on manufacturers, confirming delivery dates and possible delinquencies.
- To obtain similar products from alternative sources.
- Customer visits to discuss possible new requirements and any new services we could accommodate.
- Liasing with stores personnel to ensure orders are delivered correctly and on time.
- In 1996 our company was presented with an award for outstanding service by Ericsson Ltd (One of the many accounts I serviced).
- I also helped to win a £2.5 million contract from Mercury Communications.
- Responded quickly to customer concerns and complaints, typically within 24 hours.
- Created communication strategies to meet client objectives.
- Identified appropriate solutions to minimize issues and quickly solve problems.
- Protected company reputation and built loyal client base by working relentlessly to resolve problems and improve customer satisfaction.
- Replenished items running low in customer inventories by quickly shipping new orders.
Telephonist/Receptionist
Kores Manufacturing UK Ltd
Harlow, England, Essex
1979.01 - 1982.01
- Processed payments and returned receipts, cash, coin and payment cards to customers.
- Prepared and filed financial statements such as balance sheets and income statements.
- Protected company reputation and built loyal client base by working relentlessly to resolve problems and improve customer satisfaction.
- Cross-trained new employees by explaining rules, procedures and job responsibilities.
Education
Netteswell Comprehensive School
1979
Skills
- Complaints liaison
- Discipline & Grievance
- Excellent customer service, Recruitment
- Customer Service, Reporting
- Customer care, Sales
- Delivery, Technical assistance
- Leadership
- Team Leader
- Client relationship management
- Strong work ethic
- Team player
- Customer service experience
- Strong interpersonal skills
- Customer service skills
- Establishing goals and setting priorities
- Friendly and hardworking
- Solid communication skills
- Good verbal/written communication skills
Certification
- CSE English Language Grade 1 (O Level equiv)
- Mathematics Grade 2
- Geography Grade 2
- German Grade 2
- Human Biology Grade 2
- French Grade 3
- Pittmans Typing Grade I and II
- RSA Grade I
- Financial Planning Certificate I
- Discipline & Grievance.
- Presently studying for Certificate in Compliance
Personal Information
Marital status: Married with 3 children.
Matthew 30, Ashley 27 and Shannon 21
Nationality: British
Date of Birth: 05/05/1962
Place of Birth: Barnsley (South Yorkshire), I feel now that I have succeeded in my objectives and would like to move on to a different role.
I still enjoy helping people achieve their goals but would like to do this on a different level.
I am not entirely sure about the future of offshore banking and would like to diversify.
References
References - Available on request
Interests and hobbies
- Swimming, cycling and walking with my dog Tilly by the sea.
- Meeting people.
- I love all things history, particularly Medieval and Victorian England.
- Reading Biographies and Autobiographies.
- Home décor and shopping.
- Cooking for family and friends.
Timeline
Client Experience Executive
Nedbank Private Wealth - Isle of Man
2007.09 - Current
Service & Support Team Leader
Barclays Wealth Management
2004.09 - 2007.03
Personal Banker
Barclays Private Clients International, Barclays International at Eagle Court
1999.06 - 2004.09
Customer Relations Advisor
Bradford & Bingley (IOM) Ltd
1996.12 - 1998.10
Hamblin Employment Agency
1996.01 - 1996.12
Internal Sales Engineer
Farnell Electronics
1982.01 - 1996.01
Telephonist/Receptionist
Kores Manufacturing UK Ltd
1979.01 - 1982.01
Netteswell Comprehensive School