Rebecca Harvey
@rebeccaharvey
Dedicated team leader with expertise in financial services operations.
United KingdomWhat I'm looking for
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
Team Leader
Concentrix
Jun 2022 - Present (4 years)
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.
Team Leader
Concentrix
Jun 2022 - Present (4 years)
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.
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.
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.
Team Leader
Woven
Dec 2021 - Apr 2022 (4 months)
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.
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.
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.
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
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
Availability
Location
United KingdomAuthorized to work in
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