Experience

• 

  apetito UK

  • Portbury

  • Customer Services Manager

    • Apr 2016 - Present
    • Portbury

    I lead a team of Customer Service Advisors coordinating daily, time sensitive, multi-drop deliveries direct to care homes, nurseries, day centres and hospitals and to a national network of franchisees. Working with internal stakeholders I lead the onboarding of new Customers, review and act on Customer feedback to continuously improve the experience of apetito Customers.

• 

  Spire Bristol Hospital

  • Bristol

  • Bookings Manager

    • Jan 2013 - Mar 2016
    • Bristol

    To manage and co-ordinate a team of agents responsible for both Inpatient and Outpatient Bookings within the busy hospital ensuring, that the journey from first touch point to booked procedure is undertaken to exacting standards to ensure that both internal and external customers are provided with the best possible service . Managing all resource within the department, dealing with all H R issues/patient enquiries/complaints/KPI's/telephone systems. Responsible for ensuring that all teams within the hospital are fully briefed on the Hospital's Vision, Mission & Values.

• 

  Comet

  • United Kingdom
  • Retail
  • 700 & Above Employee

  • Team Manager

    • Mar 2007 - Dec 2013

  • Resource Planning Manager

    • Jul 2008 - Jun 2009

    I managed and co-ordinated all resource within a call centre comprising 430-staff. My role was to drive continuous improvement in floor management driving effective answering and handling of Customer calls. I implemented enhanced shifts patterns for staff, coaches and management ensuring optimum performance during peak call periods. Team Manager, Trouble-Shooting - My role was to parachute into low performing teams and transition them to high-performance by process review, team composition, coaching and performance management. I won the ‘Outstanding Contribution to Comet' award in 2010'.

• 

  Comet

  • Customer Services Advisor

    • Mar 2007 - Jul 2007

    CSA) in March 2007. Within 3-months I became the first employee to gain direct promotion to Team Manager. Since joining the management team I have led multi-skilled teams of around 30-CSA's with roles including:Sales Manager - I established and now lead a successful internal aftermarket sales team within a national call centre. Key elements of the role are leadership, motivation, resource management and training / development.

• 

  C S Pension Consultants

  • Personal Assistant

    • Jan 2004 - Jan 2007

    In addition to PA duties, my role was to ensure that the office was run in a professional and efficient manner. I ensured that a high standard of service was delivered to all clients and assisted in the Directors in securing new business.

• 

  CJ Hole Estate Agents

  • Senior Negotiator

    • Jan 1998 - Jan 2004

    I joined C J Hole as a part-time administrator. I progressed to a full-time Senior Negotiator enjoying the interaction with customers and vendors, the challenge of negotiating and maintaining complex sales and the satisfaction of delivering on behalf of customers. My responsibilities included the realisation of challenging sales targets, ensuring that both the vendors and purchasers remained informed at all times and deputising for the Office Manager when required.

• 

  Scottish Life Assurance Company

  • Senior Secretary

    • Jan 1989 - Jan 1992

    I joined Scottish Life as a Junior Administrator and achieved regular promotions to Senior Secretary. My role was to provide the secretarial support necessary to deliver challenging business targets and act as the interface between clients and agents

• 

  NCR Ltd

  • Administration Assistant

    • Jan 1987 - Jan 1989

    I was responsible for answering and processing service calls from Customers and deploying a team of 15-Field Service Engineers to ensure that response times within Service Level Agreements were realised. I was required to ensure that preventative maintenance was undertaken on machines on a regular basis to ensure reporting re-occurring faults and ensuring that customers had updated reports on their machines

• 

  The Recruitment Partnership

  • Branch Secretary

    • Jan 1986 - Jan 1987

    I organised the daily running of a busy reception for a sales staff recruitment company. My role was to take all calls, dealing with Customers and applicant's a like and arranging interviews as required.

• 

  Strachan & Henshaw

  • Technical Typist

    • Jan 1983 - Jan 1986

    I was responsible to the typing of technical handbooks to exacting standards in support of a team of technical authors, latterly taking responsibility for the training of new staff.