Leanne Florence
About Leanne Florence
Leanne Florence is a Service Delivery Manager with extensive experience in customer service and operations management. She has successfully led initiatives that improved performance metrics and managed large teams in contact center environments.
Work at Legal & General
Leanne Florence has been serving as a Service Delivery Manager at Legal & General since 2017. In this role, she oversees service delivery operations, ensuring high-quality customer interactions and efficient processes. Her responsibilities include managing a team and implementing strategies to enhance service performance. Leanne's experience in the financial services sector contributes to her effectiveness in this position.
Previous Experience at RSA
Leanne Florence worked at RSA for a total of 11 years, holding various roles that contributed to her professional development. She began as an Insurance Advisor from 1999 to 2001, then progressed to Business Trainer from 2002 to 2004. She served as Team Leader from 2005 to 2009, where she led a customer experience program. Subsequently, she was promoted to Operations Manager from 2009 to 2016, managing a large team and collaborating with various departments to improve service outcomes.
Education and Expertise
Leanne Florence studied at the University of Sunderland, where she focused on call centre management, planning, and leadership, earning a Certificate in Service Management from 2002 to 2003. Prior to that, she attended University College Chester, where she obtained a Bachelor of Arts (BA) in English and History from 1996 to 1999. Her educational background supports her expertise in service delivery and management.
Achievements in Service Delivery
Throughout her career, Leanne Florence has implemented several performance management strategies that significantly improved service results. At RSA, she enhanced performance metrics from 70% to 90%. She also played a key role in reducing backlog from seven days to within service levels through external partnerships and implemented processes that minimized waste in operations.
Leadership and Team Management
Leanne has demonstrated strong leadership skills, managing a team of approximately 250 employees in a contact centre environment. She has collaborated with the Resource Planning Team to improve telephony and administrative results. Her effective coaching has led to the promotion and performance management of managers, showcasing her commitment to team development and operational excellence.