Harvey Lambert Colton

As a GHA for Blue Handling, I had several responsibilities. Mainly I was tasked with ensuring the safe and efficient movement of cargo both off and on Boeing 737s. My team and I were also instrumental in the “pushback operation” which involved moving the plane into a position from which it can successfully taxi. This helped to increase my understanding of risk assessment techniques and how to mitigate them.

Building on my experience at UK Finance, I suggested to my managers that an internal staff survey could offer a number of benefits to both the company as a whole and individual workers. The company carried out a survey, highlighting my ability to identify opportunities for organizational improvement and employee engagement.

• Reviewed bounce-back loan collection cases to understand the customer's overall situation
• Negotiated payment plans with the customer to help find an equitable agreement for all parties.
• Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
• Achieved 96% satisfaction rate based on post-call surveys.
• Processed payments and applied to customer balances.
• Maintained high volume of calls and met demands of a busy and productive group.
• Offered support to customers and signposted them to relevant internal and external services.

• Consistently delivered exceptional food and service to elevate the guest experience in a premium chalet setting.
• Mentored and supervised chalet hosts to anticipate guest’s needs, resulting in increased guest satisfaction.
• Leveraging my knowledge of Les Gets and the wider Portes du Soleil area to improve guests' holiday experience. For example, I made customers aware of the Eagle Park attraction in Morzine.

• Designed and maintained Excel spreadsheets for internal and external meetings with stakeholders, such as card issuers, acquirers, payment schemes, and regulators.
• Analyzed data, for example from the member prioritization survey, Secure Customer Authentication (SCA) metrics, and the online PIN member survey. These all had salient, actionable outcomes for both UK Finance and its members. In particular, I helped to inform the development of UK Finance’s position on online PIN implementation to the board of directors and the impact of SCA on card fraud prevention to the industry as a whole.
• I took an active role in supporting governance by updating UK Finance's member groups' terms of reference and researching developments in areas of interest to the issuing and acceptance team, such as new digital money, click-to-pay, contactless transit, and eventual UK online PIN implementation.

I demonstrated strong analytical, communication and organizational skills in this role and contributed to the success of UK Finance’s wider payments and innovation agenda. I am proud that what was scheduled to be a 3-month internship with UK Finance was extended to 9 months. I learned so much and left feeling accomplished.

• Contributed to the planning and execution of extracurricular activities that enriched students' educational experiences outside the classroom setting.
• Promoted a positive learning culture within the school community by modeling respect, empathy and professionalism at all times.
• Communicated regularly with parents and guardians about student achievements and areas of improvement, fostering strong partnerships.
• Implemented behavior management techniques to maintain a positive and focused learning environment.