Phil Stone



PHILIP STONE

 

44 Cresswell Road, Norwood, London, SE25 4LR

 

Telephone: 020 8407 5190 Mob: 0794 8806495

E-mail: filstoned@hotmail.com

 

An effective communicator with strong ability to motivate others. Built up good level of communication and time management skills, gained in a client facing environment. A good listener with a fine record of training, coaching and monitoring junior staff. Recognized for organization and efficiency in dealing with outstanding matters. Fluent in Spanish.

 

 

CAREER HISTORY

 

Travel/Volunteer worker in Bolivia, South America Details on request 2008 - 2010 (Dec)

 

UCB Home Loans 2003 - 2008

(Specialist lender of Nationwide Building Society)

 

Quality Control Consultant (2006 - 2008)

 

Key Achievements & Skills

 

 Created and implemented a set of process audits for Customer Services and Debt Recovery departments, which ensured all internal and external procedures were adhered to and the necessary controls were in place

 

 Provided regular constructive feedback to both teams and individuals on how to improve standards and existing internal procedures. A number of my suggested improvements were implemented, resulting in greater cost efficiency and a higher standard of customer service

 

 Consistently produced well-constructed and accurate reports, spreadsheets and presentations on behalf of the company. Utilized skills in Windows and PowerPoint to ensure a quality finish to all work completed

 

 Dealt with broker enquiries regarding procuration fees, and provided IT support to brokers experiencing problems with our on-line broker registration site. Regularly received compliments for being patient and helpful

 

 Used excellent time-management and organizational skills to ensure that I met a monthly deadline to complete a set of 30-40 internal audits and report the results

 

 

 

Mortgage Arrears Adviser (2005 - 2006)

 

Key Achievements & Skills

 

 Consistently exceeded company ‘outbound call’ targets. Calls were made to collect overdue mortgage payments and to negotiate payment plans. Exceeding targets helped reduce the percentage of mortgage accounts in arrears

 

 Conscientiously and efficiently entered customer details onto database, whilst handling high volume calls, this kept mistakes to a minimum and records easy to understand for other representatives

 

 Handled customer complaints. Diffused anger by listening and utilizing empathy skills, then offering swift and appropriate solutions, ensuring customer loyalty and the maintenance of excellent customer standards

 

 Looked after my own specialist portfolio of Buy to Let mortgage cases in arrears, and provided a detailed monthly analysis of the findings to senior managers, allowing them to monitor the accounts and take any necessary remedial action

 

 

Customer Care Adviser UCB Home Loans (2003 - 2005)

 

 

CAREER HISTORY CONTINUED

 

Pensions Administrator Legal & General 2003 - 2003

(Temporary position)

 

Cleaning Supervisor Emprise 2001 - 2002

 

Volunteer worker in Ecuador, South America Details on request 2000 - 2001

 

Further employment history available on request

 

 

QUALIFICATIONS & TRAINING

 

Certificate in Mortgage Advice and Practice (CEMAP)

 

OCR Level 1 Computer Literacy and Information Technology (New CLAIT)

 

Advanced Microsoft Excel & Word - Certificate

Fire Fighting Course - Certificate

 

Courses attended: Interviewing Skills, Negotiating Skills

 

 

SYSTEMS EXPERIENCE

 

Microsoft Word, Excel, PowerPoint & Outlook

 

 

PERSONAL DETAILS & INTERESTS

 

Age: 35

 

Languages: Spanish

 

Interests include: Mountain climbing, Travel and Photography

 

 

 

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