About me

I am incredibly passionate about food and having travelled across the globe to taste many different cuisines, I found a great reward in submerging myself in different cultures. Theses experiences are really helpful when it comes to business, as I find the skills I picked up along the way incredibly rewarding and useful. Being constantly inquisitive, I have a natural empathy with people and problem solving. I’ve also supported the running of our family businesses; beauty boutiques and restaurants, developing great skills in running social media, marketing ensuring we gain and retain customers.

QuestionsProjectsExperienceTeam

Work history

W
W
Sales and Client ExecutiveWestern Union Retail Services
Feb 2008 - Oct 2017London, United KingdomFull Time
Western Union Retail Services LTD – London (2008 – 2017) May 2016 - October 2017: Sales and Client Executive July 2013 - April 2016: Network Development Executive July 2012 - June 2013: Sales Support Specialist Accountable for the management and handling of all reinstatements in the UK and Ireland covering over 6000 independent and 4000 National account locations, such as 'The Money Shop', 'TUI' and 'Sainsburys'. Managing all escalated 'Proof of Payments' request for customers, police and Ombudsman cases whilst conducting both agent and consumer fraud investigations for 'Non-Payment Claims'. Enhancing the relationship between the business and our agents to prevent fraud and loss whilst providing a better service to our customers. Saved an average of £30K per month by obtaining ‘Proof of payment’ forms for investigations both on time and without errors. Revised and implemented a new procedure for ‘Non Payment Claims’ in the UK and was nominated as key contact for the UK and Ireland with regular reporting and reviews. The new procedure has seen the process run much more effectively and efficiently for both the business and our agents. Improved unnecessary loss to the business, or our agents, through negligence and fraud by stopping approximately a third of reinstatements related to these issues. Created and conducted ‘Training Days’ and manuals for both National and Independent agents helping improve our agent chargeback’s by 42% Implemented ‘waiver letters’ that cancel an agent’s chargeback providing they agreed to further training and full liability for any further mistakes. This has proved 95% effective. Proven 97% success rate on the collection of agents paperwork, required as proof of payment. A total saving of over £800K+, during 12 months, through investigations and applying chargeback’s fairly and accordingly in 2013. (2014 £600K, 2015 £450k, 2016 £350K, 2017 £300k) Changing and updating existing policies to keep in touch with the current fraud scams and to ensure the business is not effected. Monitoring agents for complicity and deleting agents who negatively effect the business Investigations that examine the history of our customers and their identifications, resulting in the blocking of fraudulent ID’s and ultimately protecting our business and customers from consumer fraud. Aiding police investigations by proactively sourcing ID and CCTV footage, with my involvement the police managed to capture a prolific fraudster who collected £800k worth of transactions in 2016. Developing new ways of protecting the business and customers by constantly monitoring transactions and liaising with internal departments and agents. Reviewed productivity reports to track and identify any issues in account performance behaviour changes i.e transaction sudden drop, trx slow down. Developed a new process that has reduced the cost of agent termination. Updating and reviewing agent accounts on SalesForce. Sucessfully on boarded 1200 agents per year. Performed thorough due diligence checks as determined by the financial regulator, Central Bank of Ireland (CBI) for Western Union and the Financial Conduct Authority (FCA) for Finint UK Ltd. Finint UK LTD - London Feb 2008 - June 2012 Sales Analyst In early 2012 Western Union Retail Services GB Ltd acquired Finint UK Ltd (a Master Agent of Western Union). During this transition period, the two Sales teams consolidated into one Sales function. In June 2012, I led the fusion project of separate Sales Support teams to form one collaborative unit following Western Union’s acquisition of Finint UK Ltd.

Education

S
S
BTEC National Diploma Fine ArtSaint Francis Xavier
Sep 2001 - Jul 2003London, United Kingdom