Katerina Henderson
About Katerina Henderson
Katerina Henderson is a Senior Customer Service Representative at HSBC Retail Banking and Wealth Management, where she has worked since 2014. Previously, she served as the Corporate Actions Team Leader at HSBC from 2010 to 2014, focusing on staff training and process improvement.
Work at HSBC
Katerina Henderson has been employed at HSBC Retail Banking and Wealth Management since 2014, currently holding the position of Senior Customer Service Representative in Coventry, United Kingdom. In her role, she provides advice to internal departments to facilitate the timely processing of customer inquiries. Prior to her current position, she served as the Corporate Actions Team Leader from 2010 to 2014 in Southampton, United Kingdom. During her tenure in this role, she led a team focused on corporate actions, contributing to the operational efficiency of the department.
Training and Coaching Experience
In her current role, Katerina Henderson trains and coaches staff on new processes to ensure compliance with audit requirements. This aspect of her work emphasizes her commitment to maintaining high standards within the organization and ensuring that team members are well-informed about necessary procedures. Her training initiatives are designed to enhance staff capabilities and improve overall service delivery.
Process Improvement Initiatives
Katerina has implemented significant process improvements within her team. She simplified the bulk requests process by eliminating unnecessary steps, which streamlined operations and increased efficiency. Additionally, she rewrote and checked procedures to enhance team performance and improve customer experience. These initiatives demonstrate her focus on operational excellence and customer satisfaction.
Background in Customer Service
With a background in customer service, Katerina Henderson has developed skills that are essential for effective communication and problem-solving. Her experience in both leadership and customer-facing roles has equipped her with the knowledge to address complex inquiries and provide effective solutions. This background supports her current responsibilities in ensuring a positive customer experience at HSBC.