Lyn Waters has over 20 years of experience in financial services, particularly in commercial cards and customer support roles. She has a proven track record of managing high-value customer accounts through proactive issue resolution and superior customer service. Waters is skilled in training employees, developing documentation, and mentoring junior colleagues. Currently she works as a technical specialist administrator at Royal Bank of Scotland, assisting customers with online statements and incident management.

1. Curriculum Vitae: Lyn Waters
New Busi ness,Wireless, Appli cati ons, Enterprise,ERP,CRM, Sof tware,Mobil e, Mi ddlewar e, I nt egrati on, API ,Mobil eDat a, Cloud, On- Demand, SaaS,Soft war easaSer vi ce, OnDemand, Hosted, ManagedServices, St ar tup,St ar t-up,CRM, FieldSer vice, Oracl e, Appl e, Andr oi d
Contact Details
Name: Lyn Waters Mobile: 07765 921889
Address: Rayleigh, Essex Email: lynda.waters@outlook.com
Expertise Summary
 20+ years operational support experience within financial services market
o 15 years technical support within commercial cards environment
o 6 years financial planning administration experience
 Management of high value customer accounts
o Proactive approach to account management focused on superior customer service
o Complex end-to-end issue ownership and resolution
 Training of internal employees and customers
o Including development of processes, guides and documentation
 Analytical and adaptable, leading by example and mentoring junior team members
 Self-motivated and driven with a high level of business acumen
 Achievement and results oriented
Recent Career Summary
August 1988-current: Royal Bank of Scotland / NatWest
Electronic Management Information and Cardsonline Technical Specialist Administrator
Commercial Cards, Southend on Sea May 2001- February 2011 / September 2011 - present
 Working alongside internal and external stakeholders providing advice, recommendations and finding
solutions for their management information and reporting requirements throughout the lifecycle of their
relationship with the RBS group
 Assisting customers with online statement site including enrolling and providing guidance
 End to end incident management, including identifying, investigating, analysing, escalating, monitoring
and resolving issues to successful resolution for both customers and stakeholders
 Organising and working own and team inbox to ensure all requests are responded to within service
level agreements
 Learnt brand new customer reporting system, then took personal responsibility for creating processes
and guides for administrating and managing system and assisting customers, including undertaking
training of staff and customers
 Designed process to manage numerous requests for data feeds from stakeholders which helped to
ensure all requests dealt with methodically and kept within deadlines, chasing for responses as
appropriate. Also created a file structure for all relevant information to assist team members in
answering customer queries and requests efficiently
 Managed process to purge closed accounts from system, including sorting to ensure only correct
accounts removed, arranging overtime for colleagues to ensure task undertake in timely fashion, thus
saving the Bank money on retained data fees from our third party processor and streamlines system
Professional Profile
A versatile, analytical and hard-working technical administrator with extensive experience in customer
service in the financial services industry. An effective communicator at all levels, first class problem
solving and organisational skills and highly motivated either in a team or working on own initiative.
Dedicated to maintaining and improving customer service with a tenacious and proactive approach.
Experience as Financial Planning Managers’ Administration and Secretarial Support, now looking for an
Administrator role in a financial planning organisation to bring immediate value and utilise meticulous
attention to detail and friendly, professional manner.
Proven ability to collect and analyse information, digest facts/figures and quickly grasp complex technical
issues.

2. Curriculum Vitae: Lyn Waters
New Busi ness,Wireless, Appli cati ons, Enterprise,ERP,CRM, Sof tware,Mobil e, Mi ddlewar e, I nt egrati on, API ,Mobil eDat a, Cloud, On- Demand, SaaS,Soft war easaSer vi ce, OnDemand, Hosted, ManagedServices, St ar tup,St ar t-up,CRM, FieldSer vice, Oracl e, Appl e, Andr oi d
February – September 2011:
Assistant Product Manager (secondment) Global Payments & Commercial Cards
 Designed and created new suite of application forms for Corporate card products, adhering to risk and
legal guidelines, working closely with all stakeholders to ensure a totally fit for purpose product
 Delivered a solution which enabled a library of all current forms and documentation to be available
online utilising the bank’s Content Management System
 Collaborating with stakeholders and operational units to deliver product solutions designed to
maximise added customer value targeted towards retention, usage and quality customer service
January 2001 - May 2001: Migration Data Manager (secondment to Project Team)
 Integration of brand new operation system for department of 2000 employees
November 1997 – December 2000: Customer Services Officer
 Maintaining superior customer service levels whilst handling complex customer queries
 Exceeded sales targets and consistently highest performing individual in the team
October 1991 – November 1997: Personal Financial Planning Managers' Administrator
 Creation of client letters and reports
 Pro-active telephone contact with customers, researching suitability for advice and arranging
appointments with Financial Planning Managers
 Managing diaries and booking appointments for team of Financial Planning Managers
 Collating and producing sales information for team of Financial Planning Managers
 Managing customer literature – ensuring all literature up to date complying with regulations
August 1988 – October 1991: Secretary NatWest, Chelmsford Tax Branch
September 1985 – August 1988: Secretary and Junior Accounts Assistant
 Creation of client letters and reports to accompany tax related documents
 Various of secretarial and junior accounting duties at a range of companies
Education and Courses
1999-2011 Advanced Excel, Basic Excel, Powerpoint
2014-2015 Content Management Systems (internal intranet)
Psychology (outside interest)
Photography (outside interest)
1980-1985 The Sweyne School, Rayleigh, Essex
1 AO Level, 6 GCE Levels, 4 CSE Level passes (Grades A to C)
Leisure Interests: Yoga, Zumba, Photography
Additional Information: Experienced user of Microsoft 2010 and 2003 using Windows 7 and Windows 10
Sales support administrator, administration, financialplanning, financialservices, wealth management, HNW, client service