Stephen Thomas

Recognised by peers and competitors as a top leader due to strong expertise in products and processes as well as a keen ability to manage many accounts at once. Providing personal lines insurance from car, home, commercial vehicle, travel and small commercial insurance. Facilitating the ability to be an all round account manager to help with inception, adjustments, accounting queries, retention and claims. Sought to strengthen customer relationships: worked as a skilled closer and negotiator by leveraging superb presentation and relational skills: attended all related process appointments. Trained and developed team members.

• Clean Record of Compliance and Quality throughout career at Swinton due to   extensive  knowledge of GDPR, DPA AND FCA guidelines. Recognised for for 5 consecutive years with 8 other peers and out of 1600 employees for having a 0% fail rate. 
• Followed up with clients following service to ensure 100% client satisfaction and upsell additional services based on client requirements.
• Drafted and prepared reports and correspondence and managed domestic travel arrangements.
• Daily customer communication, data entry and database management. Assisted in transitioning the local service centre to the region service centre.
• Attended many fund raising days to raise money for local charity Ty Hafan.

Recruit, lead and performance manage 8 staff while instilling first class customer service standards in support of business development.

• Improve end-to-end customer experience through positive collaboration and passion for people while improving customer relationships through process streamlining and the promotion of best practice.
• Utilise a motivational leadership style to engage and enthuse teams while embedding a culture of customer service excellence.
• Champion talent development through training, appraisals and one-to-one feedback sessions.
• Manage area operational efficiency and effectiveness for the Area Manager
• Administer area holiday / flex planner to ensure sufficient staffing levels.

GCSEs, including English, Maths, Science and A in Business Studies.