Litigation Consultant

• Aug 2022 - Present

Support Worker

• Mar 2022 - Jul 2022

Support Worker

• Nov 2021 - May 2022

Resident Care Assistant

• Jan 2021 - Feb 2022

Premium Lead Manager

• May 2019 - Dec 2020

Recruitment Consultant

• Sep 2018 - May 2019

Customer Service and Sales Executive

• Sep 2017 - May 2019

Academy Manager

• May 2017 - Sep 2017

Customer Support Team Leader

• Jun 2016 - Apr 2017

As a customer focussed team leader I am always advocating & promoting a culture of accountability within my team, my team have high standards of quality & customer service, they have strong sales performance and positive team ethos. I am proud of the highly motivated, self driven, engaged and pro-active team that I have created & developed in the short time of being a team leader. I pride myself in my energetic coaching, mentoring and performance management ability.TL Responsibilities:- Managing a team of up to 15 Sales & Customer Service Agents - Delivering effective and engaging coaching - Driving motivation and positive morale within my teams- Developing & mentoring agents towards other roles within the business- Carrying out a wide rage of administrative and reporting duties- Identifying trends and implementing solutions & initiatives to improve performance- Performance Management - Absence Management & Maximising Attendance- Delivering energetic & inspiring team huddles- Delivering strong Sales, Compliance & Quality performance Show less

Contact Centre Representative

• Jul 2014 - Jun 2016

•Introducing existing and new customers to Sky Protect insurance cover •Outbound dialing to new and existing Sky customers•Dealing with technical queries•Side by side coaching with new starters/existing team members•Creating team incentives to motivate and drive sales performance within the team

Training Administrator

• Jan 2013 - Sep 2013

• Preparing induction material for all of the new starters that join the company• Sending calendar invites to the delegates with the joining instructions• Booking the rooms or venues for the training• Liaising with external providers to make course bookings• Running weekly reports to ensure all mandatory training is up to date throughout the company• Registering new starters on our online based learning system• Maintaining an up to date and concise health and safety/fire warden register for the company, booking people onto new courses or refresher training if necessary.• Keeping the training email inbox within a 24 hour response time.• Assisting the trainers with setting up the courses and sessions for the staff.• Collating reports to show the feedback given from training attendees. Show less

Credit Control Assistant

• Mar 2012 - Jan 2013

• Managing and prioritizing the administration functions through various channels, email, incoming post, spreadsheets• Dealing with a high volume of inbound calls on a daily basis in a polite and professional manner whilst adhering to TCF.• I prioritise my workload by planning and focusing on tasks whilst making sure all deadlines and targets are met.• This role requires me to have excellent communication skills both written and verbal• Through contacting policy holders via email and post, I am able to problem solve and find logical and effective ways to resolve the problems at hand.• I have an inquisitive nature and hunger for information as to further my knowledge within the department; by taking on extra tasks such as complaints and having an overview of the call statistics throughout the day.• Training and mentoring the new starters on a side-by-side level through to being a point of referral within the team.• Furthering my own personal development by compiling a training guide for the new recruits, not only is this beneficial to me, but this will provide the foundation to the development of new staff within the department. Show less

Collector

• Oct 2011 - Feb 2012

• Outbound dialing representing Barclays Partner Finance, H&M, QuickQuid or Carlyle Finance. • Speaking with debtors who are at the most 2 payments behind, either taking payment or negotiating a suitable repayment plan, beneficial for both the debtor and the client. • Dealing with complaints from start to resolution, or escalation if required. • Exceeding personal monthly collection targets, and telephony review scores. • Outbound dialing representing Barclays Partner Finance, H&M, QuickQuid or Carlyle Finance. • Speaking with debtors who are at the most 2 payments behind, either taking payment or negotiating a suitable repayment plan, beneficial for both the debtor and the client. • Dealing with complaints from start to resolution, or escalation if required. • Exceeding personal monthly collection targets, and telephony review scores.

Customer Service Advisor

• Aug 2009 - Oct 2011

• Winning new customers on cold calling campaigns, listening to each customer's individual needs, product matching as to provide the best service and company experience possible. • Speaking to existing customers' on a daily basis, identifying what their needs are and what the best actions would be as to ensure that they are getting the bet possible package with EDF Energy. • Comprehensive knowledge of Customer Service policies and procedures within the company, adhering to all of the regulations in place to ensure the information that I provide and the information that the customer receives is concise and accurate. • Managing my own personal targets, and contributing to the department targets within the company. • Side by Side coaching with the new starters, showing the system processes and taking calls to give them a clearer view as to what is expected in the department as a sales advisor. • Creating mini incentives to motivate colleagues and provide recognition for hard working individuals. • Elected to attend monthly staff forums with senior management teams as to get feedback on questions raised by staff in the sales arena, then feeding back the information in a concise and apt manner • Chosen to provide support for our inbound customer services department, dealing with complex queries and complaints, dealing with the accounts through to resolution. • Speaking to third party companies/builders as to arrange appointments for gas and electricity meter's to be installed. • Dealing with sensitive data, creating customer accounts and arranging meter installation dates between customers and third parties. Show less

Incident Manager

• Apr 2007 - Jun 2009

• First point of contact for registration of claims with policy holders • Investigating claims, and ensuring that all of the information is correct to guarantee the fastest and best settlement option for the policy holder. • Managing my personal work load and prioritising case files, in doing so delegating work to third party companies to ensure completion within given time scales. • Building relationships with internal and external parties, as to aid with daily processes. • Personally selected by management as to create a training package for employees in household claims, showing all of the changes to existing policy booklets and claim procedures, in doing this I became a point of reference within the department. • Exceeding department set targets for call handling times and detection of fraudulent claims. • Gained responsibility to authorise outcome of high level claims • Highly trained in fraud detection • Investigating customer's applications to ensure claims are correct and maintaining a positive customer experience Show less