Krystal Heath

Experience working for an outsourcing company in a target driven environment driven by FCA Guidelines. Currently managing teams of 12-15 people with different levels of experience from being brand new to the company to sustaining motivation for the longer serving team members. This involves managing KPIs and coaching the team to help guide them throughout their career with Capita. Through this company I have gained experience with case managing, quality assurance and team managing skills. Further knowledge of government guidelines through degree in Accounting and Finance at the University of Leeds. I have been involved in various projects on this contract. My first project was in 2014. I travelled to the Chester site to learn about a new product and assess whether it would help with production targets. I then coached it out to the staff back in Leeds. I created guidance to ensure customer letters included accurate and correct information, which improved quality checks in the department. I also created a process map around triaging cases and suggested ways to streamline a process dealing with customer contact to eliminate the duplication of work. Most recently, I took part in a pilot process for the client to find a more efficient way of working cases due to an influx in work the client had received.