Experience

FM Outsource

• United Kingdom
• Business Consulting and Services
• 1 - 100 Employee

• Head of Learning and Development

  • Jul 2017 - Present

  FM Outsource specialises in customer service outsourcing, designed for retail. We offer a cost-per-conversation model that maximises cost-efficiency without sacrificing quality. This allows clients to only pay for the conversations we take. Our omnichannel customer contact software can integrate with a range of traditional and digital channels, including telephony, email, SMS, Twitter, Facebook, Instagram, webchat, TrustPilot, Amazon, and eBay. With the ability to offer 24/7/365 and multilingual services, we ensure that every conversation is answered. We focus our energy on delivering a better customer service by monitoring customer satisfaction with benchmarks like Net Brand Sentiment and Net Promoter Score. Show less

• Quality and Training Manager

  • Jul 2016 - Jan 2017

  Managed and developed a team of quality assessors helping to ensure all client targets were achieved and quality improvements implemented, enhancing the customer experience at every opportunity including inbound and outbound telephony, live chat activity, emails and all SM channels. Responsible for staff development providing 121 coaching, leading calibration and audit sessions. Lead and demonstrated the full training cycle. Managed and developed a team of quality assessors helping to ensure all client targets were achieved and quality improvements implemented, enhancing the customer experience at every opportunity including inbound and outbound telephony, live chat activity, emails and all SM channels. Responsible for staff development providing 121 coaching, leading calibration and audit sessions. Lead and demonstrated the full training cycle.



Intelling Ltd

• United Kingdom
• Outsourcing/Offshoring
• 100 - 200 Employee

• Campaign Manager

  • Apr 2016 - Jul 2016

  Managed a campaign specialised in retail CS outsourcing, fully responsible for developing and guiding the team managers to optimise customer experience and to identify areas that required further training and development to instil the business values. Managed a campaign specialised in retail CS outsourcing, fully responsible for developing and guiding the team managers to optimise customer experience and to identify areas that required further training and development to instil the business values.



Missguided

• United Kingdom
• Retail
• 100 - 200 Employee

• Complaints Resolution Manager

  • Aug 2015 - Mar 2016

  Created managed and developed a highly successful team of CRT officers who were responsible for providing and delivering FCR for ongoing complaints along with back office adhoc tasks, to ensure company targets where achieved and maintained. Created managed and developed a highly successful team of CRT officers who were responsible for providing and delivering FCR for ongoing complaints along with back office adhoc tasks, to ensure company targets where achieved and maintained.



Marks and Spencer

• United Kingdom
• Retail
• 700 & Above Employee

• Furniture Resolution Customer Service Team Leader

  • Aug 2008 - 2015

  Daily dealing with high level of complaints front/back office along with social media issues, across all business areas including managerial escalations. fully investigating each case creating breakdowns from all contacts to and from the customer, providing customer updates when necessary and working closely with the quality management to address call trends and ensure web updates are adhered too. Providing feedback to all employers when needed to ensure the standard of customer service given is that of the highest. Along with dealing with customers and being able to maintain their trust and assurance that I would resolve any issue that had or may arise. Fully setting their expectations and maintaining the clients needs in all instances Show less