suzanne austin
ambassador
About
An experienced Business Project Manager with a track record of successfully supporting remediation plans to improve business performance and customer experience in complex, high volume transactional environments. Key strengths include: collaborating with business leads and stakeholders at all levels to scope requirements and enable the design of fit for purpose solutions; leading and developing teams to deliver exceptional customer service within a culture of continuous improvement. Championing change and driving adoption throughout the organisation through training, coaching and mentoring; developing best practice processes to improve quality of outputs and meet external regulatory requirements; and expertise managing conflicting stakeholder priorities, resources, timelines, budgets and suppliers to non negotiable deadlines.
united kingdom
liverpool
insurance
performance management, change management, team leadership, management, leadership, coaching, customer satisfaction, employee engagement, insurance, call centers, stakeholder management, business planning, general insurance, customer experience, communication skills, business process improvement, contact centers, project delivery, customer service, customer retention, underwriting, process improvement, relationship management, risk management, financial services, time management, kpi implementation, contact center management, talent management, issue resolution, team management, people management, succession planning
Experience
personal assistant to creative director
clarke lee & nightingale
secretary and pa
robert g roberts & jones advertising agency
secretary and pa
michael bungey dfs advertising agency
career break
career break
Travelled with husband in HM Forces.
change and business analyst
argos
business change analyst
argos retail group limited
change and business analyst
royal bank of scotland
project manager
rsa
Currently: Project Manager at RSA
change analyst
the co-operative group
ambassador
contractors-anonymous
uk business leader
rsa
* Operating in a role with a strong people focus, developing and nurturing talent. * Leading a team of Performance Coaches and Underwriters to achieve first class service levels. * Responsibility for staff appraisal, development and wider talent management/succession planning. * Meeting all standards of service across the business area. * Developing and implementing business strategy, supporting the change agenda. * Positively shaping the culture of the organisation through the delivery of project work.
customer service leader
rsa
* Led, motivated and developed high performing teams to deliver the customer/sales proposition. * Championed first class service delivered right first time every time. * Developed Team Leaders to provide effective people management. * Contributed to the development of operational plans. * Developed, communicated and implemented business plans. * Optimised team performance through coaching. * Engaged and motivated teams to deliver stretching objectives. * Supported the change agenda through the delivery of project work. * Consistently delivered results, including enhanced customer satisfaction and employee engagement
team leader - sales and service
rsa
* Led, motivated,developed teams of Customer Managers to deliver the customer/sales proposition. * Coached teams, provided clear goals and championed Brilliant Service that met KPI's . * Demonstrated leadership through robust performance management, resolving challenging issues. * Supported the organisational Change agenda through project work.
customer manager
rsa
* Handled incoming sales and service calls to provide appropriate solutions to customers. * Dealt with customers on a daily basis and worked with other colleagues as part of a team. * Managed customers effectively to secure new business and renewals
business engagement lead channels implementation
future williams & glyn team - rbs
Education
prescott college
education
suzanne austin's Contact Information
Phone
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