Open to opportunities

Rebecca Harvey

@rebeccaharvey

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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

Current

Team Leader

Current

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.

Team Leadership Fraud Detection Regulatory Compliance Coaching Payroll Management Operations Management Financial Services Quality Assurance Performance Management Communication Skills

Current

Team Leader

Current

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, improve efficiency, and ensure adherence to bonus and client criteria.

Team Leadership Fraud Detection Regulatory Compliance Coaching Payroll Management Operations Management

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.

Recruitment Interviewing Compliance Data Tracking Communication

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.

Recruitment Interviewing Compliance Data Entry Communication Skills Evaluator Scheduling Auditing UK Law

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 Management KPIs SLA Management Coaching Communication Skills Performance Monitoring Conflict Resolution

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.

Team Management KPIs Client Relationship Management Coaching Operations Management

Customer Service Advisor & Supervisor

Woven

May 2021 - Oct 2021 (5 months)

Customer Service Conflict Resolution Process Improvement 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.