Curriculum Vitae

Name: Mark Smith Address: 42 Gainsborough Avenue, Burnley, Lancs, BB11 2NNContact Details: 07745358184 or 01282835494 smiffie85@live.co.uk

I am a self motivated individual who will always be driven to deliver excellent levels of performance both for myself and my peers. I have a wide range of skills that allow me to react quickly to new challenges, included within these skills is experience of team leadership, continuous improvement performance management with coaching and feedback. The majority of my working life has been based in mortgage arrears collection; as a result I have been brought up with the principal of treating customers fairly as central to everything that I do. I have also had to develop the ability to work with change and to maintain a high standard of quality.

Personal Profile

Highly motivated, dedicated and proactive worker striving to achieve the highest quality in all tasks that are undertaken.

Eight years experience working directly with customers to overcome payment arrears, working for the market leader for financial outsourcing.

I have progressed from Consultant to Subject Matter Expert, then to Workflow Manger and finally Team Leader.

Confident communicator with all levels of a business hierarchy, including Customer Service Directors, whereby positive feedback has always been provided.

I also have the ability to communicate through a variety of means, whether this be through conducting high level, information led team briefs, participating in meetings with both internal and external stakeholders or simply by delivering autocratic communications to provide a clear message.

The knowledge and ability to set SMART objectives, conduct SWOT analysis for myself and others and provide coaching and feedback using a variety of models.

Education

University College Chester - 2003 to 2006.A Diploma in Higher Education was achieved after undertaking a Software Engineering course. I gained knowledge in areas such as process mapping, user requirements analysis and service delivery.

St Theodore's RC Sixth Form - 2001 to 2003A-Levels: English Language & Literature (C), General Studies (C) Maths with Statistics (D) and ICT (D).

St Theodore's RC High School - 1996 to 200111 GCSE's achieved including 2 B's, 8 C's & 1 E

Employment

HML - April 2006 to Present

Team LeaderI am currently the Team Leader of a Mortgage Services team who facilitate the storage and movement of over 350,000 mortgage deeds files. My progression within the company is recognition of my quality of delivery, timeliness, my dedication to the cause and my self motivation to further develop myself with professional training and qualifications. My main duties and achievements include.

Duties: Oversight of a team of 10 staff including quality assurance of their work, monthly appraisals

along with coaching and mentoring to provide guidance and increase their knowledge and understanding.

Undertake internal audits to record results on an internal risk framework, as well as be a point of contact for external auditors.

Ensure processes adhere to FCA regulation. Liaise direct with the clients that we provide a service for and work in collaboration with them to

ensure that a high quality of service is delivered to customers. Conduct performance management reviews, these range from managing under performance to

identifying a role successor and developing their ability and competence. I also conduct sickness/absence management meetings and get involved in training and recruitment of employees.

Take responsibility for overtime and ensuring that any additional hours worked are accumulated within budget. I also link in with payroll to ensure all hours worked are paid.

Conducting huddles and team briefs with the team. Undertake management projects to improve efficiency, quality and motivation with my area of

responsibility. Produce monthly MI reports for Customer Service Director and client use. Ensuring facts and

figures are displayed clearly and accurately.

Achievements to Date: 100% transactional quality achieved each month for the last 18 months Appointed Team Leader after successful period as Workflow Manager. Appointed Workflow Manager after helping to oversea a successful site migration following a

site closure. Recognised as Subject Matter Expert within my area. As well as the undertaking of a successful

secondment to the Complaints area; this increased my knowledge and skills. Successfully accredited upon completion of an internal Career Development Program which

developed my skills in coaching, continuous improvement and delivering presentations. Whilst I was a consultant my average annual quality score was in excess of 98%. Year on year I

also received 'Over Performing' ratings in my annual appraisals.

Before starting permanently with HML I was employed on a temporary contract whilst on a break from university. Whilst at university I held a part time position at RB's nightclub in Chester.

Key Skills:

I hold a NVQ Level 3 in Management. This was completed in August 2014. NVQ Level 2 held in Team Leading. Key Skills for Life in Maths & English awarded by City & Guilds LEAN Sigma trained.

Driving:

Full UK licence held.

Computing:

Fully conversant with Microsoft Windows applications and the full Microsoft Office suite. In terms of using Microsoft Excel I am a capable of using formula, macros and creating charts and graphs.

Hobbies and Interests:

Spending quality time with my wife and 2 children. Socialising with family and friends. Walking my dogs Film, Television and occasionally reading. Season Ticket holder at Burnley Football Club. Previously, skiing, however it has been a number of years since I have been able to plan a trip.

References:

Professional Reference

Name: Homeloans Management Limited (HML)Address: Gateway House, Gargrave Road, Skipton, North Yorks, BD23 2HLContact Details: 0844 892 2596

Character Reference

Name: Warren Burnett Address: 1 Cunliffe Terrace, Off Manchester Road, Barnoldswick, North Yorks, BB18 5PTContact Details: 07729716974 warren@burnett2696.freeserve.co.uk