Experience

UNIVERSAL SUPPORT SERVICES GROUP (USSG) LTD

• United Kingdom
• Security and Investigations
• 1 - 100 Employee

• Regional Operations Manager

  • Apr 2022 - Present



Salix Homes

• United Kingdom
• Non-profit Organizations
• 100 - 200 Employee

• Customer Service Supervisor (Maternity Cover)

  • Aug 2020 - Aug 2021

  Lead and motivate a team of Customer Service officers to ensure they meet demand for service in the contact centre and ensure that performance targets and service levels are metManage attendance, sickness and time keeping, across the teamProvide coaching and training for the team and individual development Conducting call quality monitoring and providing feedback and coachingConducting Monthly 1-2-1s with the team members Investigating escalations and complaints, providing customer responses and reviewing processesLiaise with all departments to ensure the best possible service if offered to customers



The ExcluSec Group

• United Kingdom
• Facilities Services
• 1 - 100 Employee

• Service Delivery Manager (Manned Guarding & Response)

  • Jan 2018 - Jun 2020

  Managing the Manned Guarding and Mobile Response portfolio Responsible for planning and service delivery across both departmentsMotivating, training and supporting employees Overseeing recruitment and training Staff Welfare Visits Supporting the Events team and managing event teams across the full events portfolio. Liaising with clients to ensure the smooth running and to address any issues and provide solutions promptly Managing employee relations issues including formal investigations and disciplinary hearings.Completing site surveys, assignment instructions and risk assessments for new manned guarding and response sites Reviewing mobile patrol, alarm call out and welfare visit reportsLiaising with clients, completing client visits and resolving queries raised from clientsDealing with and resolving escalations from staff and clients Regular meetings with senior managers and directors to provide feedback and reports on service delivery

• Operations Manager

  • Jul 2017 - Jan 2018

  Supervising SIA staff and Event Stewards across Manned Guarding, Mobile Response and EventsConducting regular site visits and welfare checks Providing training onsite and ensuring that all staff are briefed and fully understand their dutiesDelivering inductions for new staff when the are assigned to shifts Managing Events and Teams across the business ensuring a prompt response and resolution to any issues that ariseSetting up new sites and ensuring that all the correct paper work and uniform is providedAttending site evictions to liaise with the Enforcement agents Planning and delivery for sites and liaising with contractors including, Fencing, Concrete blocks, cleaning and temporary facilities. To ensure that these products are delivery and installed/carried out correctlyReport to Senior Managers and providing regular updates on daily activatesProvide support the team by covering shifts across Manned Guarding, Response and Events

• Operations and Training Supervisor

  • Dec 2015 - Jul 2017

• SIA Door Supervisor

  • Aug 2014 - Dec 2015

  Providing the highest level Customer Service at all timesSIA licensed duties Working within the requirements of the job and brief to keep everyone safe and secure Resolving customer enquires and complaints De Escalating any issues that arise Working across Events, Exhibitions, Wedding Venues, Photo/Film Shoots, Sporting Events, Concerts, Festivals, Build & Break, Traffic Management, Pit crew etc Producing detailed shift and incident reports



The Ticket Factory

• United Kingdom
• Entertainment Providers
• 1 - 100 Employee

• Casual Box Office Assistant

  • Jul 2013 - Jul 2015

  Providing a high level of Face-to-Face customer service Processing ticket sales and answering queries Representing the company and the event in a positive manor at all timesSupporting the box office manager Providing a high level of Face-to-Face customer service Processing ticket sales and answering queries Representing the company and the event in a positive manor at all timesSupporting the box office manager



Showsec

• United Kingdom
• Events Services
• 500 - 600 Employee

• SIA Door Supervisor

  • Oct 2012 - Jul 2015

  Providing the highest lever of customer service at Concerts, Events, Festivals etcStewarding and SIA duties on events Ensuring the safety of attendees and collegesWorking effectively on my own and as part of a teamDealing with any incidents, emergencies and completing detailed reports Providing the highest lever of customer service at Concerts, Events, Festivals etcStewarding and SIA duties on events Ensuring the safety of attendees and collegesWorking effectively on my own and as part of a teamDealing with any incidents, emergencies and completing detailed reports



DX (Group) plc

• United Kingdom
• Freight and Package Transportation
• 700 & Above Employee

• Courier Driver / Operations Assistant

  • Feb 2010 - Apr 2013

  Responsible for planning and delivering over 100 items per day Covering 100 - 150 miles per day Contacting customers to arrange any special requirements for their delivery Ensure that all undelivered items are returned and accounted for Supporting the Depot operationBooking in couriers undelivered items and closing off their daily route Arranging redelivers Resolving customer complaints and providing a resolution agreeable with the customer Providing support to the depot and area managers



Ticketmaster

• United States
• Entertainment Providers
• 700 & Above Employee

• Client Support Team Manager

  • 2007 - Dec 2009

  Managing a Customer Service team of 15 dealing with Emails, Web Chat, Refunds & Exchanges, Complaints and accessible bookings Ensuring that all complaints were dealt with withing SLAManaging Escalations from all areas of the team Ensuring that we were complaint with all accessible bookings and equerries Providing support and 1-2-1 meetings with the teamSupporting on site Box Office operations

• Emerging Products Team Manager

  • 2006 - 2007

  Leading a specialist team focused on new products and new tech.Developing and integrating mobile ticketing, paperless ticketing, VIP packages and resale Point of contact for the contact centre relating to new products Liaise between all departments to ensure the smooth running of all new systems

• Centre Stage Team Manager

  • 2005 - 2006

  Leading a team of school/college leavers on a modern apprenticeshipIntroducing the team to all areas of the Ticking Industry, Customer Service, Client Service, Dispatch and onsite Box OfficesProviding coaching and support to reach goals and targets and complete the apprenticeship Weekly 1-2-1 meetings to provide feedback Working with the learning providers to ensure that all work is complete, up to date and relevant

• Contact Centre Team Leader

  • 2001 - 2006

  Leading and motivating call centre teams of up to 20 agents Conducting monthly 1-2-1 meetings with the team Providing updates to the team on the business Monitoring daily and monthly performance and providing feedback and coaching to improve performance Managing attendance, sickens and conduct issues across the team Reporting to the call centre management team

• Contact Centre Training Officer

  • 1999 - 2001

  Delivering training and inductions to new call centre agents Providing system training across the businessDelivering 1-2-1 coaching to improve performance Presenting company and system updates across the business

• Contact Centre Phone Agent

  • 1998 - 1999

  Processing telephone bookingsProviding information about Concerts, Gigs, Theatre, Festivals and Events Dealing with customer service queries