At Guaranty Trust Pension Managers, I guide customers through onboarding and digital platform setup, deliver Tier 1 support with a 92% first-contact resolution rate, and coordinate high-risk escalations. I redesigned the onboarding workflow, reducing onboarding time by 20%, and built a CRM email system to reduce manual case logging.
At CrusaderSterling Pensions, I supported onboarding for more than 1,500 clients and contributed to a 30% increase in digital self-service adoption through proactive guidance. I bring frontline customer experience together with process improvement, looking for ways to make service journeys easier for customers and more workable for the teams supporting them.
