Experience

BDR Group

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

• Head of Telecoms

  • Jan 2023 - Present

  Responsible for overseeing the departments that look after Telecoms Projects & Support across the HQ and South-east offices. Covering pre-installation stage through to completion, and post installation support.

• System & Applications Trainer / QHSE Co-ordinater / Group Recruitment Co-ordinater

  • 2019 - Feb 2023

  My responsibility as the Group Recruitment Coordinator is: To minimise expenditure by advertising job vacancies on our own website(s), using internal databases and job sites to search for candidates, coordinate any internal employee referrals, and build an extensive network of potential candidates independently, instead of using an external agency.My responsibility as a QHSE (Quality, Health Safety & Environment) Co-ordinator is to:- Achieve control, monitoring and implementation of QHSE and contract governance in line with policies and procedures.- Develop, maintain and improve the business Integrated Management System to underpin QHSE and operating standards- Maintain a contract risk register, reviewing QHSE risks and escalating where appropriate- Support the training and development of all staff to ensure awareness and understanding of QHSE Standards and the relevance to business objectives.- Provide support and focus for driving positive behaviours and culture within the business.- Maintain quality, safety and environmental systems; implement and audit to achieve compliance - Provide leadership to support the management of supply chains and compliance with QHSE standards through ‘Point of Work Assessments’; audit and review of operating practice and systems.- Ensure appropriate resources are provided to support a compliant business and to identify any systemic weaknesses.My responsibility as a System & Applications Trainer is to communicate with clients to identify training needs and deliver training sessions in respect of hardware and system software. I prepare telephone operators by conducting in-person training sessions; helping individuals and teams develop knowledge, providing training materials and measuring each trainee's progress, in turn increasing efficient use of the equipment and software for our clients. Show less

• System & Applications Trainer / Partner Development Assistant

  • Aug 2018 - Feb 2023

  My responsibility as a System & Applications Trainer is to communicate with clients to identify training needs and deliver training sessions in respect of hardware and system software. I prepare telephone operators by conducting in-person training sessions; helping individuals and teams develop knowledge, providing training materials and measuring each trainee's progress, in turn increasing efficient use of the equipment and software for our clients.As a Partner Development Assistant I am responsible for creating positive external awareness of the company and to communicate with potential customers, in return generating new business opportunities. Our Channel Partner Programme allows partners access to a wide range of solutions, tools, training and support through a variety of disciplines. We have vast knowledge and experience within the field of Communications and IT having developed an established portfolio of clients since 1991. As technologies have advanced, we have tailored our solutions to your specific business needs to ensure that our Partners can benefit from this and achieve maximum return. As we set our sights on significant growth, we want to reach out to industry partners who wish to take advantage of our solutions with a view to expanding their own client base.In exchange for joining the Partner Programme, we can offer a wide range of additional support services to help maximise their potential. Partners can utilise our Marketing & Communications function for email marketing, creation of print ready artwork, creation of email banners & e-shots, database creation and direct mailing. All materials are produced on a white label basis.The other is access to our in-house online billing platform ‘Sensibill’, which offers unique access to channel partners, allowing our partners to achieve the strong buy rates for SIP services, Lines, Calls, Non-Geo numbers, Mobile services, Broadband, EFM, FTTC and Leased-lines which can be passed on to your customers. Show less

• Senior National Account Manager

  • 2016 - Feb 2023

  As an Account Manager, I was part of a team dedicated to the management of our clients’, reporting to the General Sales Manager and Account Management Team Leader. This role requires excellent time management, written and oral skills together with the ability to multi-task.Responsibilities:- Willingness to develop ideas that can help the team grow and fulfil its goals- Build and sustain professional and collaborative working relationships with clients- Undertake training to develop both specialist and professional skills- Understand a profile of the customer’s current telecommunications, communications and IT solutions.- Working towards, and achieving, monthly targets- Contacting clients through a preview dialler system- Booking appointments for the field sales representatives to meet the clients Show less



Sigma Connected Group

• United Kingdom
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Customer Support Team Leader

  • Jul 2015 - Mar 2016

  Here I was Team Leader within the Sigma Financial Group Ltd. Responsible for a team of Customer Consultants, who supported the Operations department by providing; customer correspondence, complaints handling, debt management, external liaison services, as well as tailored support for vulnerable customers, for various portfolios of outstanding debt. Duties: • Motivating the team to achieve targets and objectives • Reporting on performance • Implementing new initiatives • Monthly reviews/performance management/development/absence management/conduct issues/quality monitoring. • Dealing with and resolving issues which may arise • Project work Key skills • Strong decision making and problem solving skills • Ability to motivate and lead a successful team • Excellent communication skills, both written and verbal • Ability to build rapport and trust quickly with colleagues • Able to prioritise tasks and workloads in order of importance • Track record of delivering results within deadlines Show less



Apex Credit Management

• Customer Support Consultant

  • Sep 2012 - Jul 2015

  This was a varied role within the Support Operations department. Duties included liaising with external agents and clients, dealing with incoming and outgoing written correspondence, supporting workloads for our sister company Cabot Credit Management. Also monthly auditing and Call listening as required, supporting my Team Leader.. Using SAS reporting to analyse and monitor productivity as well as compiling data for Client Audit purposes.My role was in a team oriented environment where I consistently hit or exceeded SLA’s and achieved quarterly bonus whilst maintaining the highest standards. I was also a key ACE committee member and have previously run numerous charity fundraising events.I successfully hosted Client audits with RBS and had the opportunity to liaise with clients including RBS and Lloyds Banking Group on a monthly basis or as required. I monitored and reviewed the written correspondence in order to maximize the chances of achieving Green status in our area of business in annual audits. In January 2013 I headed up our ‘Vulnerable Customer Team’. My responsibilities here were to make outbound and receive incoming calls from customers we had identified as being in vulnerable situations and providing customer focused solutions to debt problems. Due to the increasing number of Vulnerable Customer accounts we were dealing with, the decision was made to increase the number of staff available to deal with Vulnerable Customers. I then assisted our L&D department and became their subject matter expert to develop a training course for the rest of the team to undertake. Once this had been completed I also regularly continued coaching some less confident colleagues and sat with them whilst they made calls to offer feedback for development as was necessary. Show less

• Customer Consultant

  • May 2011 - Aug 2012

  In the time that I worked at Apex I gained new found knowledge and understanding of the Credit industry within the Financial Sector and Debt Collection. I now have excellent knowledge of company compliance and ensured this was consistently adhered to. I was also responsible for personally ensuring that legislation including Data Protection; FCA including Treating Customer Fairly was adhered to. The aim of the role was to provide debt recovery actions whilst providing a professional and informative primary point of contact for all customers, clients & third parties. • Efficiently chase accounts by telephone, fax, letter and email. • Deal and liaise with other internal departments correctly on any associated queries raised. • Achieve department/personal SLA’s • Accurately maintain records of customer contact and diarising follow up contact. • Liaising with other company departments and employees as appropriate to ensure the efficiency of the recovery • Developing good working relations with all contacts in order to meet customer and regulatory requirements Show less