1. Robert Ian Askey - 20 / 05 /1991
Mobile number: 07903035788 Email: robaskey@hotmail.co.uk
85 The Slade, Daventry, Northamptonshire, NN11 4HP
CAREER SUMMARY
Barclays UK Retail Banking Business – Deloitte, PBA: May 2016 to Oct 2016
KYC – Updating and verifying know your customer information
 Completing full in house high level security with customers in order to confirm, update
and pass over information relating to their personal circumstances, such as salary, job
status. As well as confirming all security questions and personal information was
updated.
 Passing on the relevant information to be investigated further from other departments
 Escalating potential incorrect or fraudulent behaviour
Working on behalf of Barclays as a PBA case handler, dealing with the overseeing and
decisioning of complaints, confirming final out comes, calculations and payments. Working
with reopened and escalated complaints
•Investigate customer complaints
•Use process to decision customer’s miss-sale of PBA and review all evidence provided
internally and externally
•Allocate cases to have payment processed, or escalate complaint to relevant tea
•Impalement process change in order to achieve “getting it right first time” and reduce
customer dissatisfaction
•Managed and created the new letter suite used within PPI across all Barclaycard sectors
•Dealing with escalated cases that have previously been decisioned,and offering the customer
an independentre-evaluation before the case is issued to the FOS
Dealt with
•Ensured data protection and security checks were adhered to when outgoing customer calls
regarding Barclays Packaged Bank Accounts (PBA). Provided support for customer and third
party queries for on-going PBA complaints
•Ensured all data used is compliant with Data Protection Agency regulations.

2. Nationwide – Grovelands, PPI: Jan 2016 to May 2016
Working on behalf of Nationwide as a PPI complex case handler, dealing with the overseeing
and decisioning of complaints, confirming final out comes, calculations and payments. Basic
rate £155 per day on a self-employed basis
•Investigate customer complaints
•Use process to decision customer’s miss-sale of PPI and review all evidence provided internally
and externally
•Allocate cases to have payment processed, or escalate complaint to relevant team
•Daily conference call to offshore in order to discuss team stats and current RAG status
•Impalement process change in order to achieve “getting it right first time” and reduce
customer dissatisfaction
•Managed and created the new letter suite used within PPI across all Barclaycard sectors
•Dealing with escalated cases that have previously been decisioned,and offering the customer a
GOGW based on the evidence presented
Laser UK - Experienced Complaint Handler: Nov 2015 to Jan 2016
To be able to collect, analyse and evaluate information regarding complaints and to come to a
logical decision. £150 per day on a self-employed basis
 To demonstrate ability to write bespoke letters.
 To be able to adapt quickly to a changing work environment and still meet targets.
 To be able to demonstrate professionalism and effective time management skills.
 To be competent using multiple software systems such as Respond, CACS, Tallyman,
ServiceView,Columbus, Word and Excel
 To be able to deal with a variety of different complaints such as Solar Panels, Motor
Insurance and Warranty, Personal Finance, Section 75, Credit Card PPI. Dealing with
many aged complaints on behalf of a finance company who had accepted liabilityfor
compensation due to the administration of many brokers/ companies.
Lloyds Bank contractor- General banking/ PPI: Nov 14 – Aug 15
Working on behalf of Llyods as a PPI complex case handler dealing with overseeing and
decisioning complaints, confirming payment and calculations. £195 per day on a self-
employed basis
 Investigate customer complaints
 Use process to decision customers miss-sale of PPI and review all evidence provided
internally and externally
 Allocate cases to have payment processed, or escalate complaint to relevant team

3.  Hold buzz sessions with the team in order to go through team stats and new process
updates
 Quality check offshore sifting cases
 Daily conference call to offshore in order to discuss team stats and current RAG status
 Impalement process change in order to achieve “getting it right first time” and reduce
customer dissatisfaction
 Created QC checklist in order to improve offshore quality
 Managed offshore training
 Managed and created the new letter suite used withinPPI across all sectors
 Dealing with escalated cases that have previouslybeen decisioned,and offering the
customer a GOGW based on the evidence presented
 Qualifiedas a QC agent in order to grade reopens cases and give insight to case handlers
in relation to the grading criteria of Reopens
 Classifiedin the team as a S.M.E (subject matter expert). Coached colleagues to
company standards and provided feedback when necessary
 Maintaining QC results above 90% pass rate
 Providing 121 support and coaching to individual case handlers
 Keeping a detailed report of any process focus updates/ changes withinreopens and
relaying them to the team verbally and via email
 Identifyingquality control issues and relaying to case handlers
 Working as part of the quality team to ensure customer complaints are logged, verified
and paid/ resolved appropriately
 Maintaining working relationships necessary to liaise effectivelywith 3rd parties to
resolve complaints
 Managing and exceeding daily,weeklyand monthly targets within a pressured
environment working independentlyto guidance from Lloyds
 Leading a team of case handlers through the complaints process giving feedback to
management
Santander Bank Contractor –PPI: Jun 2014- Sept 2014
Working on behalf of Santander as a PPI complex case handler, dealing with the overseeing
and decisioning of complaints, confirming payment and calculations. Basic rate £175 per day
on a self-employed basis
Barclays UKC Banking Complaint Handler/SME – Subject Matter Expert: 2012 – 2014
•Investigate customer complaints
•Use process to decision customer’s miss-sale of PPI and review all evidence provided internally
and externally
•Allocate cases to have payment processed, or escalate complaint to relevant team
•Daily conference call to offshore in order to discuss team stats and current RAG status
•Impalement process change in order to achieve “getting it right first time” and reduce
customer dissatisfaction
•Managed and created the new letter suite used within PPI across all Barclaycard sectors
•Dealing with escalated cases that have previously been decisioned,and offering the customer a
GOGW based on the evidence presented

4. •Qualified as a QC agent in order to grade reopens cases and give insight to case handlers in
relation to the grading criteria of Reopens
•Managed a team of 21 into the business, providing training, system access and managed
profiles
•Classified in the team as a S.M.E (subject matter expert). Coached colleagues to company
standards and provided feedback when necessary
•Maintaining QC results above 90% pass rate
•Keeping a detailedreport of any process focus updates/ changes within reopens and relaying
them to the team verbally and via email
Barclays UK Retail Banking Business - PPI Telephony Agent: 2012 – 2013
•Dealt with incoming and outgoing customer calls regarding Barclays Payment Protection
Insurance (PPI). Provided support for customer and third party queries for on-going PPI
complaints
•Ensured data protection and security checks were adhered to during and followingall calls.
•Ensured all data used is compliant with Data Protection Agency regulations.
•Transferred calls through to appropriate departments.
•Requested any complaints be re-openedfor further investigationand forwarded to the
appropriate department for further action.
•Updated in house systems followingconversations from customers or Complaints
Management Companies.
•Took ownership of complaints in the Forms of Agreement Team.
•Classified in the team as a S.M.E (subject matter expert). Coached colleagues to company
standards and provided feedback when necessary.
•Dealt with escalated calls during management absence.
De Mont Fort University: 2009- 2012
BA Honours in Performing Arts and contemporary movement, qualifiedwith a 2:1.
Barclays UK Retail Banking Business – Complaint Logger: 2011 - 2012
•Logging new PPI complaints that had been sent to the business
•Printing and issuing letters to customers
•Allocating cases to relevant departments for working
•Taking on team building tasks to create more moral
•Training new level 1 complaint handlers
•Recording data and documenting it sufficientlybefore passing it on to the correct fieldfor
verification
•In charge of a monthly report showing statistics and quality for the prior month and
implementingimprovements that could be made
Shebang Distribution LTD Mobile Registration - Call Centre Specialist 2010 – 2011
•Working within an inbound call centre taking calls regarding mobile phone registration

5. •Worked on Customer Services dealing with customer gift deliveriesand mobile phone
deliveries
•Dealing with specialist complaints from customers and offering a GOGW to the maximum of
£500 for any stress/issued faced by the customer
•Taking feedback provided by customers and using it to implement changes in call approach/
scripting