Open to opportunities

Natalie Wells

@nataliewells

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Results-driven leader with expertise in vulnerability and team development.

United Kingdom

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What I'm looking for

I am looking for a role that values inclusivity and offers opportunities for growth and team development.

I am a highly motivated professional with over 10 years of experience in leadership, team development, and change management within the Fintech and Financial Industry. My passion lies in process simplification and driving team success, particularly in remote environments. I have successfully led projects that enhance coaching models, focusing on vulnerability, inclusion, and accessibility, resulting in significant improvements in customer satisfaction and team engagement.

At Monzo Bank, I managed a team of coaches specializing in supporting vulnerable customers, where I implemented innovative training programs that improved coach competency scores by 25%. My previous roles at Dojo and Suncorp further honed my skills in stakeholder management, performance improvement, and team building. I am eager to leverage my strong organizational and problem-solving skills in my next role, contributing to a culture of inclusivity and excellence.

Experience

Work history, roles, and key accomplishments

Current

Vulnerability & Accessibility Coaching Manager

Current

Monzo Bank

Jun 2023 - Present (2 years 1 month)

Managed and developed a remote team of 12 coaches specializing in vulnerability, inclusion, accessibility, and bereavement support. Led projects to enhance the coaching model, resulting in a 15% increase in customer satisfaction scores for vulnerable customers and a boost in customer outcomes.

Team Leadership Coaching Project Management Accessibility Training Delivery Performance Management Remote Team Management Process Improvement

Team Manager Vulnerable Customer Lead

Dojo, Paymentsense

Dec 2021 - Present (3 years 7 months)

Nurtured, empowered, coached, and developed a team of up to 11 Customer Service Advisors, focusing on product knowledge and service quality. Identified gaps in the Vulnerability Framework and staff confidence, leading to facilitating and training vulnerability across two sites.

Team Management Coaching Customer Service Vulnerability Lead Process Improvement Recruitment Training Performance Analysis

Customer Value Leader

Suncorp

Dec 2015 - Present (9 years 7 months)

Attracted, developed, and grew talent by taking responsibility for team and personal development planning and professional learning outcomes. Managed and coached teams of up to 18 people, skilled in 8 different insurance types and brand skill sets.

Team Leadership Coaching Performance Management Root Cause Analysis Project Management Stakeholder Management Customer Service

Member Services Officer

RT Health Fund

Dec 2012 - Present (12 years 7 months)

Managed inbound sales and claim overflow calls, outbound leads, and educated clients on PHI in branch and over the phone. Mentored new staff and provided ongoing coaching, exceeding outbound Sales KPIs despite being new to insurance.

Member Services Sales Claims Management Customer Education Mentoring Coaching KPIs Compliance Communication

Customer Service Officer / Quality Assurance Officer

Internode

Dec 2010 - Present (14 years 7 months)

Served as the first point of call for Enterprise and Government customers for sales and service, providing excellent customer service. Mentored new staff and offered ongoing coaching, gaining exposure to QA by marking calls and creating material for team huddles.

Customer Service Sales Quality Assurance Technical Support Mentoring Coaching NBN Rollout Process Improvement Communication

Education

Degrees, certifications, and relevant coursework

Unknown

Diploma, Project Management

2024 - 2024

Acquired a Diploma in Project Management. Developed expertise in project planning, execution, and oversight.

Unknown

Certificate, Project Management Stakeholder Principles

2024 - 2024

Earned a Certificate in Project Management Stakeholder Principles. Focused on effective stakeholder engagement and communication in project environments.

Unknown

Certificate, Mental Health First Aid

2024 - 2024

Completed the Mental Health First Aid Certificate. Gained skills to provide initial support to individuals experiencing mental health issues.

Unknown

Certificate, Coaching for High Performance

2020 - 2020

Obtained a certificate in Coaching for High Performance. Focused on advanced coaching methodologies and strategies to enhance individual and team performance.

Swinburne University

Diploma, Screen and Media in Journalism

2010 - 2012

Completed a diploma in Screen and Media with a focus on Journalism. Gained foundational knowledge and skills relevant to media production and journalistic practices.