Experience

Shropshire Council

• United Kingdom
• Government Administration
• 700 & Above Employee

• Public Protection Officer

  • Oct 2018 - Present

  Shrewsbury, United Kingdom



Equiniti

• United Kingdom
• Financial Services
• 700 & Above Employee

• Customer Experience Supervisor

  • Dec 2017 - Oct 2018

  Birmingham, United Kingdom Seconded as a Team Supervisor, I was given a newly recruited team of 14 agents to manage, develop and nurture. Responsibilities: • Managing overall team performance through metrics, monthly appraisals and one on one coaching in the live environment. • Coaching newly recruited customer service representatives to answer customer enquiries efficiently, effectively and passionately. • Advising team members on complicated customer enquiries through my knowledge of share registration,… Show more Seconded as a Team Supervisor, I was given a newly recruited team of 14 agents to manage, develop and nurture. Responsibilities: • Managing overall team performance through metrics, monthly appraisals and one on one coaching in the live environment. • Coaching newly recruited customer service representatives to answer customer enquiries efficiently, effectively and passionately. • Advising team members on complicated customer enquiries through my knowledge of share registration, corporate action and company policy. • Resolving situations concerning customer dissatisfaction and complaints.

• Training and Development Coach

  • Sep 2017 - Dec 2017

  Birmingham, United Kingdom Seconded to Equiniti's Training & Development Department to assist with the recruitment and training of new employees. Responsibilities: • The overseeing of training protocols for new recruits and coaching in the live training environment. • Quality assurance checks including mystery shopping, spot checks on transactions and the marking of recorded calls according to predetermined guidelines. • Scheduling interviews for potential candidates and scribing during those interviews.

• Deputy Supervisor

  • Nov 2015 - Dec 2017

  Birmingham, United Kingdom Predominantly assisting Team Supervisors with day to day tasks and covering the position in their absence. Responsibilities: • Supporting Team Supervisors with overall team performance through metrics, monthly appraisals and one on one coaching in the live environment. • Guiding team members on complicated customer enquiries through my knowledge of share registration, corporate actions, and company policies. • Resolving situations concerning customer dissatisfaction and… Show more Predominantly assisting Team Supervisors with day to day tasks and covering the position in their absence. Responsibilities: • Supporting Team Supervisors with overall team performance through metrics, monthly appraisals and one on one coaching in the live environment. • Guiding team members on complicated customer enquiries through my knowledge of share registration, corporate actions, and company policies. • Resolving situations concerning customer dissatisfaction and complaints.

• Customer Experience Representative

  • Nov 2014 - Oct 2015

  Kings Norton Contact Centre Agent within Share Registration, facilitating transactions and advising customers primarily over the telephone. Responsibilities: • Answering of incoming calls from customers and completion of call logs and reports. • Provision of product and service information to customers. • Research, identification, and resolution of customer complaints with escalation of issues to superiors when required.



AF Blakemore & Son Ltd

• United Kingdom
• Food and Beverage Services
• 300 - 400 Employee

• Assistant Store Manager

  • Nov 2011 - Oct 2014

  Shrewsbury, United Kingdom Assisting the store manager within a local corner shop as part of a national chain. Responsibilities: • Daily cash checks, banking and invoicing. Calculating profits on a weekly basis. • Stock management such as weekly stock checks, recording wastage and ordering all types of new stock. • Creation of staff rotas and paying of wages using office systems and Torex. • Implementation of promotions and the upselling of products to customers. • Personal license holder for the… Show more Assisting the store manager within a local corner shop as part of a national chain. Responsibilities: • Daily cash checks, banking and invoicing. Calculating profits on a weekly basis. • Stock management such as weekly stock checks, recording wastage and ordering all types of new stock. • Creation of staff rotas and paying of wages using office systems and Torex. • Implementation of promotions and the upselling of products to customers. • Personal license holder for the business. Show less



Mitchells & Butlers PLC

• United Kingdom
• Hospitality
• 700 & Above Employee

• Front of House Supervisor

  • May 2009 - Nov 2011

  Telford, United Kingdom Bar and restaurant supervisor in a public house. Responsibilities: • Cash counting and banking. • Waiting tables, bartending and providing first-rate customer service. • Stock management such as weekly stock checks, recording wastage and ordering all types of new stock. • Supervision of up to eight staff members and ensuring they delivered my expected levels of customer service. • Personal license holder for the business.



ZAVVI ENTERTAINMENT GROUP LIMITED

• United Kingdom
• Entertainment Providers
• 1 - 100 Employee

• Store Assistant

  • Sep 2007 - Sep 2008

  Shrewsbury, United Kingdom Store assistant in an entertainment retail store. Responsibilities: • Organising of the video game department. • Cashier duties and assisting of customers. • Taking customer requests and enquiries over the telephone. • Writing of in store advertisements and creating window displays.