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Rebecca Harvey

@rebeccaharvey

Dedicated team leader with expertise in financial services operations.

United Kingdom
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What I'm looking for

I am looking for a role that allows me to lead teams, improve processes, and foster a positive work environment while contributing to organizational success.

I am a dedicated team leader currently working in a contact centre environment within the financial services industry. I lead a small team, focusing on their day-to-day development and ensuring operational efficiency. My role involves taking calls, conducting quality checks, and auditing processes to maintain high standards.

During my tenure at Concentrix, I have successfully managed a team of 15 to 20 agents specializing in fraud case handling for a major international bank. I prioritize compliance with FCA regulations and strive to enhance customer experiences. My commitment to coaching and supporting my team has resulted in improved performance and morale.

Previously, I led various campaigns at Woven, including a charity initiative focused on accessible transportation. My experience in recruitment has equipped me with valuable skills in communication and compliance. I am passionate about fostering a positive work environment and ensuring that my team achieves their goals.

Experience

Work history, roles, and key accomplishments

CO
Current

Team Leader

Concentrix

Jun 2022 - Present (3 years 3 months)

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.

WO

Recruiter

Woven

Oct 2021 - Dec 2022 (1 year 2 months)

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.

WO

Recruiter

Woven

Oct 2021 - Dec 2022 (1 year 2 months)

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.

WO

Team Leader

Woven

Dec 2021 - Apr 2022 (4 months)

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.

WO

Customer Service Advisor & Supervisor

Woven

May 2021 - Oct 2021 (5 months)

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.

WO

Customer Service Advisor & Supervisor

Woven

May 2021 - Oct 2021 (5 months)

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.

Education

Degrees, certifications, and relevant coursework

Arden University logoAU

Arden University

Foundation Degree, Law

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

Tech stack

Software and tools used professionally

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Rebecca Harvey - Team Leader - Concentrix | Himalayas