Rebecca Harvey
@rebeccaharvey
Dedicated team leader with expertise in financial services operations.
What 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 (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 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, 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
Authorized to work in
Interested in hiring Rebecca ?
You can contact Rebecca and 90k+ other talented remote workers on Himalayas.
Message RebeccaFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
