Assistant Manager

• May 2017 - Present

Retail Store Manager

• May 2016 - Mar 2017

Managing a team of 3 sales advisors (including my assistant manager) in a fast paced high street store. Ensuring that the store performs against the KPI set each month whilst maintaining a high class customer experience.Supporting my team with monthly performance reviews and coaching to maximise their full potential and recognise the talent within them.

Retail Store Manager

• Sep 2014 - Apr 2016

Managing a team of 2 sales advisors in the contact centre store and ensuring the store performs to the targets set each month. Maintaining the customer experience every time and maximising every opportunity we get with each customer who walks in store.Being on hand for staff at the centre if they have questions to help their customers.Paperwork to be in order for audit checks and monthly controls in place for archiving.

Customer Service Team Manager

• Oct 2004 - Sep 2014

Managing a team of up to 11 customer service agents who looked after small to medium enterprise mobile accounts. This could be by phone or email and the same customers on a daily basis.My role consisted of: - prioritising the workload across the team to ensure we maintained SLA to our customers and the department- conducting regular 121's with each advisor- conduct coaching sessions each month to ensure their quality on both calls and emails were at the standard the company required- manage FTE on the teamI was also part of the Virtual Call Quality team for Enterprise looking at the call quality form and making sure it was relevant for each part of the business. Supporting managers across our areas to ensure their alignment was correct and the coaching was effective.