1. Lesley-Ann Hoey
7 Fenagh Park, Coleraine, Co. Londonderry, BT51 3RS
Tel. 028 7035 2079 / 07771685741 – Email. lesley.hoey@yahoo.com
CORE SKILLS & EXPERIENCE
Since graduating from university I have worked in the offices of some of the most
renowned and respected financial institutions in the UK. This has given me
experience in working in a fast paced environment, dealing with the public on a daily
basis and adhering to processes and legal procedures.
Through working in finance I have learned how to work off my own initiative to
achieve my goals and targets as well as how to engage with all levels of the
businesses I have worked for effectively. I have also had the opportunity to hone my
analytical and reasoning skills and have also learned how to work quickly without
sacrificing quality and attention to detail. This has been beneficial in my current
position and during my studies as I am currently studying for my IATI qualification.
In my spare time I love to read, spend time with my family, catch up with friends and
go to the gym. I also write my own music as well as playing guitar, piano and ukulele.
EDUCATION
Sept 2015-May 2017: Northern Regional College, Coleraine
QUALIFICATIONS: Accounting Technicians Ireland: Pending. Year 1 – Merit pass
Sept 2009- May 2012: University of Cumbria at Belfast Bible College
QUALIFICATIONS: BA Honours Theology 2:2
Jan2006- May 2007: Glengormley High School
QUALIFICATIONS: A Level English Literature – B
A Level Religious Studies – C
AS Level Moving Image Arts – B

2. Sept 2001 – Jan 2006 : Belfast High School
QUALIFICATIONS: GCSE French – A
GCSE English Language – B
GCSE English Literature – B
GCSE Maths – B
GCSE Religious Studies – B
GCSE Double Award Science – CC
GCSE Technology and Design – C
GCSE Classical Civilisation – C
EMPLOYMENT
DATES: June 2016 - Present
JOB TITLE: Trainee Associate - Assurance
COMAPNY: Pricewaterhouse Cooper (PwC)
RESPONSIBILITIES:
• Preparing income statements and statements of financial position to trial
balance stage using excel and computerised accounts software.
• Completing VAT returns.
• Carrying our bank reconciliations.
• Working quickly and accurately in a high pressure environment while meeting
and exceeding targets and deadlines.
• Liaising with clients by phone and on site.
DATES: August 2015- Present
JOB TITLE: Credit Control Administrator
COMAPNY: Lynas Foodservice
RESPONSIBILITIES:
• Meeting targets and deadlines.
• Dealing with customer queries.
• Completing back office allocations of all cash, cheque and BACS payments
received by the department.
• Carrying out bank reconciliation
• Maintaining school and hospital accounts and making sure all invoices are
paid correctly.
• Carrying out the accounts receivable function for a busy office (110m
turnover)
• Assisting management with account investigations and reviews

3. DATES: December 2014 – July 2015
JOB TITLE: Customer Service Officer
COMAPNY: Ulster Bank
RESPONSIBILITIES:
• Meeting targets and deadlines.
• Taking inbound calls from customers.
• Processing banking requests.
• Adhering to security and Data Protection procedures.
• Handling sensitive financial information discreetly and professionally.
• Booking appointments for customers to meet with staff in Branch.
• Documenting cases and outcomes clearly and passing on the information to
the appropriate person/people.
• Dealing with complaints quickly and professionally.
• Giving quality customer service.
• Using multiple computer systems and programs.
DATES: November 2013 – October 2014
JOB TITLE: Claims Handler
COMAPNY: Crawford & Company Loss Adjusters
RESPONSIBILITIES:
• Accurately and promptly accept and process new instructions as far as
competently possible.
• Case ownership to deal with claim from beginning to end.
• Awareness and compliance with SLA’s.
• Manage client instructions through the development of high quality
interpersonal skills and create good client relationships built around trust,
respect and speedy resolution of claims.
• Case ownership – to deal with claim from beginning to end within an agreed
authority level.
• Awareness of and compliance with service criteria throughout work.
• Dealing with telephone queries, day to day within agreed service criteria.
• Reviewing cases and work-flow in a proactive manner and taking action to
move claim forward, referring where necessary.
• Reviewing cases in a proactive manner and taking action to move claim
forward, referring where necessary.
• Dealing with and liaising with client and policy holders as appropriate.
• Ensure work is prioritised effectively and that personal targets are met.
• Actively share knowledge with peers to develop oneself and others and to act
as a role model in appropriate situations (e.g. new starters).
• Actively seek to develop oneself through a positive attitude and through the
achievement of professional qualities.
• Able to demonstrate knowledge and/or awareness of FSA procedures and the
TCF initiative.
• Maintain awareness of Business Continuity programme and role within it.

4. DATES: April 2013 – November 2013
JOB TITLE: Case Handler
COMAPNY: Capita (First Trust Contract)
RESPONSIBILITIES:
• Conduct a through investigation of each case, liaising with the customer and
other parties when necessary.
• Liaising with customer and other parties through various media, e.g written
and telephone, ensuring a complete record of all information gather or given is
maintained
• Assess all relevant information in line with current guidance and procedure.
• Produce a reasoned report detailing my investigations and conclusions in line
with authorisation levels, using relevant soft wear to provide a full audit trial
for the customer and the industry regulator.
• Acquire relevant information to perform accurate redress calculations.
• Produce a written response for the customer ensuring a high standard of
communication is achieved at all times.
• Handle all follow up enquiries and administration in an effective and efficient
manner.
• Achieve and maintain full accreditation in line with set quality models/
standards.
• Achieve and set targets in line with required quality and output standards, pro
actively reporting emerging issues.
• Take responsibility for own learning and development, keeping up-to-date
with all policy, procedural and regulatory developments and making full use
of available structured learning opportunities.
• Assist other members of my team with compliant resolution when necessary.
DATES: November 2012-Feb 2013
JOB TITLE: Customer Adviser (Customer Direct)
COMAPNY: Danske Bank
RESPONSIBILITIES:
 Meeting targets and deadlines.
 Taking inbound calls from customers.
 Processing banking requests.
 Adhering to security and Data Protection procedures.
 Handling sensitive financial information discreetly and professionally.
 Booking appointments for customers to meet with staff in Branch.
 Documenting cases and outcomes clearly and passing on the information to
the appropriate person/people.
 Dealing with complaints quickly and professionally.
 Giving quality customer service.
 Using multiple computer systems and programs to log cases.
 Taking large volumes of calls (70-80 per day)

5. DATES: September 2012-November 2012
JOB TITLE: Claims/Complaints Administrator
COMPANY: Ulster Bank
RESPONSIBILITIES:
 Taking inbound calls.
 Dealing with claims and complaints from the public.
 Making outbound calls to customers to discuss their claim/complaint.
 Offering suitable compensation to customers and coming to an agreement.
 Dealing with sensitive information about our customers (financial
information).
 Handling complaints in an effective and professional manner.
 Typing manual resolution letters for customers and mailing them.
 Making detailed notes on every case.
 Meeting targets and deadlines.
 Using multiple computer systems and programs to log data.
 Adhering to security and Data Protection procedures.
 Making sure customers received a fair outcome.
 Making sure my calls passed Quality Analysis.
TRANSFERRABLE SKILLS/ATTRIBUTES
 Research and analysis skills
 The ability to interpret and synthesise different types of information.
 The ability to understand the meaning of complex written documents.
 Organisational and time management skills.
 Presentation skills (written and verbal)
 The ability to formulate questions and solve problems
 Teamwork and communication skills gained through tutorials and group work.
 IT skills, including word processing, accessing information from electronic
sources and using the internet.
 Writing skills including accurate referencing and the ability to construct a
reasoned argument.
 Empathy and the ability to understand people and take on board other peoples'
views.
 The ability to work methodically and accurately.
 The ability to prioritise and work on multiple tasks simultaneously.
 Independence of mind and the ability to think for myself.

6. REFERENCES
Current Employer Reference: Available on request.
Past Employer Reference: Lynas Foodservice
NAME AND JOB TITLE: Human Resources Department
TELEPHONE: 02870 350600
EMAIL: maurice.devenney@lynasfoodservice.com
Past Employer Reference: Capita
NAME AND JOB TITLE: David Taggart, Team Leader
TELEPHONE: 07854291308
EMAIL: david.taggart74@gmail.com
Belfast Bible College Faculty Members
NAME AND JOB TITLE: Hazel Harris, Operations Coordinator
TELEPHONE: 028 9030 1551
EMAIL: hharris@belfastbiblecollege.com

7. REFERENCES
Current Employer Reference: Available on request.
Past Employer Reference: Lynas Foodservice
NAME AND JOB TITLE: Human Resources Department
TELEPHONE: 02870 350600
EMAIL: maurice.devenney@lynasfoodservice.com
Past Employer Reference: Capita
NAME AND JOB TITLE: David Taggart, Team Leader
TELEPHONE: 07854291308
EMAIL: david.taggart74@gmail.com
Belfast Bible College Faculty Members
NAME AND JOB TITLE: Hazel Harris, Operations Coordinator
TELEPHONE: 028 9030 1551
EMAIL: hharris@belfastbiblecollege.com