Rebecca Harvey

Led a team of 15-20 agents specializing in fraud cases for a major international bank, ensuring compliance with FCA and company regulations. Conducted regular 1:1s and coaching sessions to support agents, maintain morale, and ensure adherence to bonus and client criteria.

Led a team of 15-20 agents specializing in fraud cases for a major international bank, ensuring compliance with FCA and company regulations. Conducted regular 1:1s and coaching sessions to support agents, improve efficiency, and ensure adherence to bonus and client criteria.

Conducted interviews, took detailed notes for audit purposes, and performed right-to-work calls to ensure compliance with UK law. Utilized and updated trackers to maintain transparency throughout the recruitment process.

Conducted interviews, took detailed notes for audit purposes, and performed right-to-work calls while documenting personal information to ensure UK law compliance. Utilized and updated trackers for recruitment process transparency and developed strong communication and evaluation skills. Created a shared team calendar to streamline second-stage interviews and manage team leader time effectively.

Managed a team of 20 agents across various campaigns, including a charity organization focused on transportation. Ensured all KPIs were met, including SLA targets, and maintained high agent standards through coaching and client liaison. Implemented a resourcing sheet to improve team accountability and operational efficiency.

Managed a team of 20 agents across various campaigns, most recently leading a campaign for a charity organization focused on transportation assistance. Ensured all KPIs were met, including SLA targets, and maintained high agent standards through coaching and client liaison.

Started as a Customer Service Advisor on an NHS campaign and quickly advanced to a Supervisor role. Provided real-time support to over 100 agents, ensuring adherence to client instructions and training.

Started as a Customer Service Advisor on an NHS campaign and quickly advanced to a Supervisor role. Provided real-time support to over 100 agents, ensuring adherence to client instructions and training. Streamlined the onboarding process for new agents by creating a 'grad-bay' for direct support and eased their transition into the busy phone system.

Studied towards a foundation degree to enhance knowledge of the law. This degree helped secure a place on a current degree program.