Julie Anne Hill

67 Denham Road, Canvey Island Essex01268 511367 • 07891107752 • juliehill.jh@googlemail.com

Personal statement

I am an energetic, ambitious person who has developed a mature and responsible approach to any task that I undertake, or situation that I am presented with. As a Manager with over 20 years’ of experience in my chosen careers, I am excellent in working with others to achieve a certain objective on time and with excellence. I am polite, patient and generally a very sociable and outgoing person who is reliable and trustworthy.

Key Skills

Proficiency in all areas of Microsoft Office, including Excel, Word and PowerPoint Excellent communication skills, both written and verbal Ability to work well under pressure Good personal presentation Confidence, patience, politeness, tact and diplomacy Organisational and planning skills

Employment History

Client Service Voice Manager, IFDS, Basildon EssexNovember 2014 – Present)

Responsibilities:

Coaching, Feedback & Development - Team Leaders Team Leader observations (Coaching, Monitoring) Absence management ACE Reviews Performance Management of Team Leaders and Associates 1:1's - Team Leaders and Associates To ensure all regulatory training is completed within timescales for self, Team and Team

Leaders Apprentices - Attend Assessor meetings and support Apprentices in the successful

completion of NVQ and IOC Recruitment Support Operational Management & Accountability Overcoming objections - escalated calls External Call Requests Review and understand MI Referral management Chair and actively contribute to team and departmental meetings Ownership of Management Company training material Management Company sign off for new starters and cross skilling Maintaining overall quality score for Management Companies and individual Associates Management Company ownership / relationships Complete business process reviews and implement value add solutions

Be a role model by adhering to all IFDS policies and procedures Take ownership of personal development

Client Service Voice Team Leader, IFDS, Basildon EssexSeptember 2013 – November 2014)

Responsibilities:

Identifying and developing successors for the future; Responsible for assisting our talented people achieve their potential.

Side by side coaching. Provide quality updates within team meetings Champions for ideas, innovation and development opportunities (e.g. SID). Review of daily MI and trend analysis for individuals within the team. Quality monitoring to include monitoring team/agent performance and productivity reports. 1st line resolution report. Support and drive staff engagement. Represent IFDS as a Customer Champion, ensuring the experience delivered to Investors,

Advisors and Clients is of the highest standard. Assist in the planning and implementation of agreed initiatives/process changes. Be flexible and adaptable at all times in response to the challenging, changing environment. Strive to achieve and exceed targets set, sharing best practices. Take a broad view of own role and impact on the team, Customer Experience and IFDS as a

whole.

Client Service Voice Associate, IFDS, Basildon Essex (January 2011 – September 2013)

Responsibilities:

To provide an effective & efficient service function to customers, mostly by telephone, but by any appropriate means of communication, to greatly enhance our reputation to greatly enhance our reputation as a truly customer focused Company.

Respond positively to the goals of the Contact Centre, support colleagues, and actively add to the success of the overall Contact Centre.

Attend and actively contribute to team meetings. Be prepared to achieve & strive to exceed minimum standards in line with KPIs, SLAs & Key

Result Areas, both in terms of quality, productivity and accuracy of information given to the customer.

Assist every area of the business to improve overall customer service. To commit to personally putting the customer first and providing an excellent customer service

at all times.

Childcare development Worker, Southend NHS Trust, Westcliff on Sea, Essex(March 2007 – January 2011)

Running and organising Sodexo childcare vouchers across 6 NHS Trusts Working with all employees across 6 Trusts to provide immediate and long term solutions to

work life balance Liaising with other professionals from other departments Supporting the Health Visiting Service working with diverse caseloads including vulnerable

families.  leading parent groups 

Education

Chartered Institute for Securities and Investments

Introduction to Securities and Investment - Passed November 2015 UK Financial Regulations - Currently Studying

St Anselms Catholic Secondary Schools(September 1983 – June 1988)

10 GCSEs, grade A-C, including Maths and English

Hobbies & Interests

I enjoy socialising with friends and family, gardening and reading.

References

References are available upon request.