Karina Guimaraes

*Reason for leaving - The New Business department is being disestablished, therefore I'm being made redundant.

• Responsible for the day-to-day management of a New Business team including overall accountability for the team’s performance against measurable KPI’s
• Manage and deliver effectively structured team meetings to inspire and motivate the team
• This includes providing regular feedback and updates on their performance and the overall team performance against agreed KPIs
• Closely monitoring productivity, compliance and quality through live call listening, spot checking calls and reporting
• Provide regular updates to the Head of Direct Distribution regarding the team’s overall performance against KPI’s and proactively raising any areas of concern
• Seek new ideas and strategies to improve processes and performance
• Ensuring teams’ participation and timely completion of our ongoing company-wide and individual CPD training
• Assisting with recruitment and training where required
• Managing individual team members’ performance and providing support through establishing targeted development plans, coaching and feedback sessions and regular documented reviews
• Actively look for ways to develop your individual team members and commit to their growth.

• Boosted client satisfaction by effectively managing a team of customer service representatives and ensuring timely resolution of inquiries
• Enhanced team performance by conducting regular training sessions and providing constructive feedback on individual performance
• Implemented new strategies to improve first call resolution rates, increasing overall customer satisfaction
• Established performance metrics and regularly monitored progress toward goals, adjusting strategies as needed to achieve targets
• Mentored new hires on company policies and procedures, fostering a positive work environment and promoting teamwork among staff members
• Conducted regular team meetings to share updates, address concerns, and foster open communication among team members
• Recognized high-performing employees through recognition programs, motivating staff members to consistently strive for excellence in their roles
• Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.

• Answering upwards of 30-50 inbound calls a day
• Listening to clients’ needs and identifying opportunities by building rapport and gaining trust with the client to generate additional business
• Processing financial information and payments
• Selling the features and benefits of products and tailor making my sales pitch to suit each individual client and their needs
• Assist clients with general enquiries, concerns and amend existing policies
• Problem solve with clients wanting to cancel policies to retain their business
• Outbound calls to clients who have submitted online queries and quotes
• Assisted teammates with overcoming objections to help get sales over the line to benefit the team in meeting daily sales targets.

• Foreign exchange - This role was my introduction to the finance sector and forms part of a team of client-focussed professionals who aim to meet and exceed customer service levels for all clients, as the first point of contact for all types of customer queries, handling cash and large transactions, data entry and exceptional customer service.

• This role has helped me develop strong leadership skills and the ability to work under pressure
• Responsible for the management of all aspects of the kitchen operation such as: staff management, food preparation, staff training and development, menu design, food cost control, corporate catering, cash handling, opening and closing of the premises.