1. Carolyn Johnson
1 King Street
Taff’s Well
Cardiff
CF15 7PH
Tel 02920 337220
Mobile 07881368525
Profile
An experienced Team Manager and Technical Quality Assistant, with a
wide range of transferable customer service and administrative skills gained
from working with two “blue chip” financial services groups.
Excellent communicator, dealing with colleagues and customers at all levels.
Sustained record of meeting deadlines, able to prioritise and maintain
consistently high standards.
Key Strengths
• Managing Change – Change in underwriting referral process for
Home & Motor Policies
• Delivering Results – Completing required numbers of checks per
month up to 50 call reviews as well as 30 processing checks
• Good Communication skills – Feeding back quality checks and
adapting to individuals
• Flexible – Ability to change at very little notice the work required
including where migrating current workload to a new office. Claims
department at little notice asked to cover for a Team Manager initially
for 6 weeks this was later extended to 12 months
• Managing HR Issues – Including capability for sickness issues whilst
being aware of Disability discrimination act. Disciplinary managing
issues such as time keeping which resulted in dismissal of staff
Career History 2004 – 31/12/15
Date
Zurich Insurance part of the world leading financial services group.
Technical Quality Assistant Sales & Service Jan 2012 – 31/12/15
The office underwent what they termed right sizing, where 3 different areas of
a large office were reduced significantly including removal of claims function
and Finance as well as a reduction in the headcount for Sales and Service. I
successfully obtained the Technical Quality Assistant position.
• Completing checks on telephone calls and work processed – This can
vary from 50 up to as much as 100 per month
• Managing workload and supporting colleagues – I always ensure
completion of both my own work and also my team
• Coaching of staff – Following feedback spend time with individuals to
ensure they understand where errors were made and via coaching how
to ensure errors not repeated

2. • Supporting staff with underwriting queries – Whilst primary role relates
to checks on staff also support other teams with questions on
underwriting issues where they are unsure how to proceed
• Identifying trends where issues arise to manage effectively
Team Manager Sales & Service May 2007 – End Dec 2011
Successfully promoted from Claims Consultant to Team Manager in Sales &
Service
• Managing Telephone Service Levels – Required to ensure 75% of calls
are answered within 20 Seconds
• Dealing with HR issues including some complex Capability and
Disciplinary cases – For example, sickness issue where member of
staff had a serious medical condition leading to high absence.
Approached differently from normal procedure with a coaching on 121
basis
• Setting targets and managing incentives including comparing
Retention results versus actual drop off rate of policies that cancelled
at renewal date
• Completing 1-2-1 and coaching with staff as well as half year and end
of year reviews
• Resource planning for shifts and changes that were required
• Allocation of work to ensure completed within service levels
I successfully managed a number of different teams. Involved in difficult
discussions where projects were underway for migration of work to a different
platform and clearly a number of areas had not been considered before went
live, had to come up with a plan to rectify. Where necessary, and following
discussions with HR and Senior Management was actively involved in
dismissal of staff where warnings given or additional support provided and still
failed to achieve required results
Claims Consultants Dec 2004 – April 2007
However during that time spent over 12 months seconded to a Team
Manager role managing a clerical team
• Handling of Household Claims - Generally averaged 35 calls a day
with increased volumes in periods of bad weather as well as dealing
with correspondents for my allocated claims
• Negotiating settlements – This could involve securing a fair and
balanced settlement. Worked on reports received as well as with
contractors that we utilised where there was work charged for that they did
not complete
• Dealing with Complaints – Dealt with complaints as a consultant as
well as when seconded to be a Team Manager. These ranged from
cheques not received to poor workmanship
• Handling Complex Claims and supporting Technical Team
• Managing claims for Partners where policies not set up correctly like for
example – We dealt with a large Building Society who transmitted
information electronically to set up policies and on occasion details not

3. received this then involved investigations as well as arranging for
reimbursement from said Society if the error was on their part
Norwich Union 1985 - 2004
Various Claims roles in the time with this company most recent role
Team Manager Claims
• Managing Telephone Service Levels
• Dealing with HR issues including Capability and Disciplinary cases
• Completing 1-2-1 and coaching with staff as well as half year and end
of year reviews
• Allocation of work to ensure completed within service levels
• Managing Relationship with Partners (Banks, Unions)
• Managing 5 different teams in 4 years including Motor, Home, Travel &
Purchase Protection
Training
Team Manager Accredited – Zurich Internal Qualification
Complaints Accredited – Zurich Internal Qualification
Fire Marshall
DPA
Financial Crime
Education
St Ilan Comprehensive 1978 – 1985
7 GCE’s Grade C or above including Mathematics & English
Interests
Reading – James Patterson, Kathy Reichs, Karin Slaughter & Patricia
Cornwell
References available on request