Charlotte Drew
About Charlotte Drew
Charlotte Drew is an experienced Customer Consultant at Legal & General, where she has worked since 2008. She has a background in customer service and operational support, and she actively contributes to departmental improvements and training efficiency.
Current Role at Legal & General
Charlotte Drew has been serving as an Experienced Customer Consultant at Legal & General since 2008. In this role, she focuses on enhancing customer service and operational efficiency. Charlotte has developed process manuals that improve training for new employees, contributing to a more effective onboarding experience. She collaborates with various departments, providing support and advice, and plays a crucial role in ensuring timely resolution of customer issues.
Previous Experience at Legal & General
Charlotte Drew has extensive experience at Legal & General, having worked in multiple roles since 1999. She began as a Customer Service Agent from 1999 to 2003, followed by a position as a Customer Relations/Complaints Consultant from 2003 to 2007. After a brief hiatus, she returned as an Operational Support Assistant from 2007 to 2008. This diverse background has equipped her with a comprehensive understanding of customer service operations.
Education and Professional Development
Charlotte Drew studied at Anglia Ruskin University, where she earned a Bachelor of Arts degree, focusing on History of Art, European Philosophy, and Literature. She has also pursued professional development through QA, studying Project Management with a focus on Prince2 since 2018, and achieving EXCEL Level 2 since 2020. Additionally, she has been studying Lean Six Sigma, achieving Yellow Belt certification since 2019.
Contributions to Training and Development
In her current role, Charlotte Drew has made significant contributions to training and development within her department. She has produced detailed process manuals for new entrants, which enhance training efficiency. Furthermore, she conducts quality sampling to identify training needs and provides constructive feedback to improve performance. Her efforts support the overall growth and development of her colleagues.
Collaborative Work and Support for Project Managers
Charlotte Drew has built collaborative relationships across departments at Legal & General. She acts as a point of contact for support and advice, facilitating communication among teams. Additionally, she supports Project Managers by providing in-depth information necessary for the successful delivery of projects and changes, ensuring that operational goals are met efficiently.