Tom Parrott, Experienced Financial Service Provider - with a range transferrable soft skills

About

I am a highly experienced provider of services to customers and business within the financial industry, with experience spanning over a decade in a number of operational functions. I have acquired many soft skills including, but not limited to: - Sales - Marketing - digital and physical - Customer Service - Complaint Handling - Team Management - Report Building - Administration - Billing & Invoicing - Bookkeeping - First Line IT Support - CRM navigation - Salesforce support and administration - Web Development - Graphic Design I have an ideal home office designed to help me maximize my productivity and help provide you with the service that you are in need of. This includes access to Office 365, including Microsoft Teams, Slack, Zoom and Skype - to assist you as communicatively as possible.

Experience

Oodle Car Finance

Aug 2021 – Aug 2022

Manchester, UK

Customer Complaints Executive (Senior)

• Manage the customer experience through their complaint process, working towards their ideal outcome • Gather evidence from relevant stakeholders to document and support any action the business takes in relation to either upholding or rejecting a customer’s complaint • Tasked with managing the high-risk complaints that were at risk of causing significant financial and reputational risk to the business • Took part in project to overhaul the wording of complaint literature and templates sent to customers throughout their complaint journey • Helped implement new processes to increase efficiency and reduce regulatory risk in relation to vehicle unwinds and rejection • Provide cover for management due to staff shortages – providing statistical reports, support and mentoring for team members, act as a point of escalation for dissatisfied customers who wished to be dealt with by management, provide addition resources for the team to supplement their daily tasks • Manage day-to-day complaint handling tasks such as regular customer updates and general admin • Continue to manage customer outcomes after complaint has been resolved to ensure customers are provided with excellent aftercare and all agreed outcomes are carried out within a timely manner • Help maintain good working relationships with clients and manage the communication between the consumer and the introducer to ensure all stakeholder communication reflects positively on the business • Mitigating regulatory risk by ensuring all customer outcomes provided are correct, justified and evidenced; as wel as provided within the regulatory timeframes

Toyota Financial Services

Sep 2020 – Aug 2021

London, UK

Consultant - Collections and Complaints Advisor

• Contracted to assist with the Customer Outcomes and Customer Relations teams, who became inundated with work as a result of COVID-19 • Handled inbound calls and offered specialist assistance to customers who were experiencing financial difficulties and couldn’t keep up with payments because of the ongoing economic situation caused by the pandemic • Managed outbound queues to make contact with customers in significant arrears on their car finance agreements • Issue default notices and termination notices on agreements where applicable and after taking into consideration all possible forbearance measures prior to taking final action • Make contact with third parties in relation to assets that have been seized and arrange collection • Assess the risk posed by agreements that may need to be escalated to the Financial Crime team and raise internally if needed • Monitor any agreements flagged for fraud or any other suspicious activity as part of a first line risk assessment, asses any cases that need to be assessed by AML • Advise, organise and liaise with relevant parties in relation to voluntary termination/surrender of assets when agreements are terminated early • Liaise with auction houses regarding vehicles delivered there as part of early termination or end of agreement hand backs • Go through a customers income and expenditure in order to determine a fair and reasonable repayment scheme if they have missed payments to bring their agreement back up to date; in some cases explain that the agreement may no longer be affordable for them and detail possible next steps they can take to avoid further financial detriment • Investigate complaints that are logged directly with Toyota Financial Service, in line with company procedure and adhering to the guidelines set by the Financial Conduct Authority (FCA)

Santander Consumer Finance

Apr 2017 – Aug 2020

London, UK

Complaint Handler

• To investigate complaints that have been received via written correspondence or that have been escalated on the telephone • Respond to Satisfactory Quality complaints by telephone and in writing • Liaise with other areas of the business, customers and dealers to ensure complaints are satisfactorily resolved • Understand issues from the customer’s perspective, by asking pertinent questions to drive further understanding • Using business and market knowledge to investigate cases • Identify a resolution that is fair to the company and customer where possible • Keep customers informed by proactively calling to explain the resolution and timescales • Act as a point of liaison between Santander Consumer Finance and the Financial Ombudsman Service • When a complaint has been escalated to the Financial Ombudsman, ensure case files are written promptly and accurately, making sure the complaint handler dealt with the complaint correctly and explaining the reason for our stance or if need be, offering remedial action if it is deemed the complaint outcome was not the correct one provided by the complaint handler • Investigate any complaint points raised as a point of concern by a customer with the utmost professionalism and empathy, ensuring that they are left satisfied and understanding of our position, even in instances where assistance or remedial action cannot be provided • Ensure all outcomes are both fair and reasonable, using the legislations that regulate the finance agreements to their fullest to aim to provide customers with the best outcome and also enforce customers statuary rights in cases whereby it is establish they are entitled to them • Providing requests for information from the Ombudsman in a prompt manner in order to aid in their investigations • Ad-hoc tasks for management, for example, a period review of complaints under investigation by the Ombudsman that are in arrears, in order to keep track of arrears action that needs to be carried out

Parrott Recruitment Service Ltd (PRS Ltd)

Apr 2016 – Apr 2017

London, UK

Recruitment Director

• Making outbound sales calls to gain new clients • Managing sales campaigns via CRM system choosing targeted leads sourced from various sites such as LinkedIn • Creating and developing marketing material • Account management • Visit clients in person to introduce myself and my business • Speculatively market strong candidates to new and existing clients in order to gain interest in their CV • Designing business image, including logo, website and software layout • Sourcing candidates for vacancies via a range of job boards • Formatting CVs in format that appealed most to candidates • Client management - hold weekly job updates with existing clients, managing their expectations and making sure their requirements are met • Managing business finances, generating invoices and general bookkeeping and accountancy • All associated administrative tasks such as maintaining database, keeping information up to date and ensure that all clients contact details are kept secure and up to date • Deal with any other business critical issue that might arise, as the sole owner of the business, I had to ensure the day to day running of every aspect • Draw up legal documents - including terms and conditions and terms of service • Provide career advice and interview prospective candidates • Face to face B2B sales, including but not limited to marketing campaigns and drawing up promotions to entice new business

YourRecruit

Jul 2015 – Apr 2016

London, UK

360 Recruitment Consultant

• Sourcing candidates for vacancies via a range of job boards • Interviewing and screening new candidates to assess their suitability for the roles they have applied for • Provide all candidates with interview preparation prior to their interview and take their feedback afterwards to gain a good understanding of their opinion on the role • Client/account management - hold weekly job updates with existing clients, managing their expectations and making sure their requirements are met • Customer retention through providing service over and above what clients had requested • Processing invoice requests for new placements • Staying in contact with candidates who have I have placed throughout their rebate period to ensure they are settling in and to proactively tackle any issues as they arise • General administrative duties - such as maintaining the database, amending any incorrect or out of date information, making sure job board quotas are maintained

Reed Online

Oct 2014 – Jun 2015

London, UK

B2C Senior Learning Consultant

• Identify general team improvement and sales growth opportunities • When the Team Leader is not present, lead daily team huddle meeting • Provide feedback on a one to one basis to new starters, including providing sales coaching • Mentor new Learning Consultants in the form of additional one to one training • Handle customer complaints, providing an agreeable solution promptly to stop further escalation • I was involved in a project with the management team, where we analysed the market and which course sales were performing well, in order to decide which courses to promote moving forwards and which ones to remove from supply • In-depth understanding of Courses market and competitors The Key Performance Indicators I had to meet monthly are below: • Revenue • DMC percentage • Speed to lead • Number of calls made and call time • Revenue per lead • Ensuring pipeline is accurately forecasted • Mentoring Learning Consultants • Lead daily team huddle in Team Leader’s absence

Allianz Global Assistance

Jul 2011 – Oct 2014

London, UK

Senior Co-Ordinator - UK Operations

• Provide real time support for the team - Act as a point of escalation and take ownership of escalated issues. • Deputise for the Department Manager and to be responsible for the performance of the shift in the absence of the Department Manager, this included managing a team of up to 20 people when Department Manager was unavailable as a point of contact • Provide coaching to the team when areas that need address occur, this included regular one to ones with team members to ensure their continued development • Be aware of, and take responsibility for, real time negative customer situations. • Ensure regular checks of agreement files were undertaken to maintain high levels of quality and provide feed-back on any errors • Handle escalated calls and complaints in a flexible and a customer focused manner. • Provide objective and detailed reports as required to QS (Quality Standards) • Ensure that the appropriate levels of management are aware of any high profile or contentious issues. • Ensure that all information, relevant to the department is effectively communicated to the team. • Communicate any problems, developments or changes to the Department Manager. • Advise your team of any product or technical developments and issues. • Report on any customer comments and assistance trends, which may have an effect on the business. • To provide a proactive response to assistance calls by advising client on minor technical queries and providing solutions. • Manage the rota when needed to ascertain where improvements in service levels where required, this included allocating overtime in order to ensure appropriate levels of staff cover during peak periods • To ensure that the appropriate levels of management are informed of any service level (SLA) failure or potential problem. • To handle all incoming and outgoing telephone calls in a prompt and courteous manner in line with the company and client expectations.

Capital Economics

Jul 2009 – Jul 2011

London, UK

Marketing and Sales Assistant

• Generate new sales leads for individuals within the Sales Team, speaking to the relevant party and gaining as much information as possible to then qualify them as a lead • Client base was global, meaning I had to utilize my language skills – I was able to gather leads using basic Ger-man/Spanish and French reading ability, as well as the ability to converse at a basic level over the phone in German for potential leads based in German speaking countries • Dealing with the administration of both new and renewed sales • Directing new sales enquiries to the relevant member of the sales department • Responsible for sending the weekly trial letters to potential clients • Responsible for maintaining the stock of in-house publications • Dealing with inbound calls and directing to the right individual after screening • Dealing with client queries and enquires • Maintaining the database and dealing with old accounts • Updating the database with client queries and other relevant information • Dealing with client queries regarding distribution of company publications • Keeping up to date on the Financial trends

Education

University of London

Sep 2022 – Present

Bsc Computer Science, Computer Science

Oxted County School

Sep 2002 – Jul 2009

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Tom Parrott

Experienced Financial Service Provider - with a range transferrable soft skills

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