Experience

The Contact Company

• United Kingdom
• Outsourcing and Offshoring Consulting
• 100 - 200 Employee

• Contact Center Manager

  • أكتوبر ٢٠٢١ - - الحالي

  A Contact Centre Manager with accountability for leading and driving operational performance across multiple client campaigns and managing the client relationships in order to achieve operational growth and business targets including the management and coaching of all direct reports.• Being responsible for leading and inspiring others at all levels within the designated operational unit/area to maximise their individual potential and, consequently, that of the business• Responsible for the performance management and development of campaign operation managers• Ensuring all 1-1 performance reviews, PIPs, PDPs and appraisals are embedded throughout all levels• Maintain an excellent working relationship with each client to preserve continuity of existing business and opportunities for future business growth• Being responsible for the change control process• Ensure structures and process are in line with agreed contracts delivers financial objectives including contribution targets• Maintain an in-depth understanding of the products and services offered by each client.• Drive the highest levels of client and customer satisfaction across all designated campaigns• Conduct regular strategic reviews of each client account through the means of presentations and facilitation of meetings, ie; MBR’s, QBR’s• Accountable for all business and client targets/SLAs• Deliver ‘Quality’ as a key business driver and develop a culture of continuous improvement through the agreed quality monitoring process• Proactively seek revenue opportunities in existing business and potential new business.• Support new business implementation into the operation as well as periodic ramp-ups and downsizing exercises• Analyse, interpret and report on complex operational performance statistics as a strategic management tool, identifying areas of under-performance and proactively implementing solutions• Manage controllable costs, e.g., telephone calls, stationery عرض أقل

• Account Operations Manager

  • مايو ٢٠٢١ - أكتوبر ٢٠٢١

  Business Role Change

• Account Manager

  • يونيو ٢٠١٨ - مايو ٢٠٢١

  Recently been promoted in house to Campaign Account Manager.

• Call Centre Team Leader

  • يناير ٢٠١٨ - يونيو ٢٠١٨

  • Manage and coach a team of Contact Centre Advisors to provide exceptional customer service• Promote positive experiences through various contact channels• Conduct monthly 1-2-1 meetings• Conduct mid and end of year performance reviews• Schedule and distribute tasks and projects to the team• Motivate team in order to achieve KPI’s and SLA’s



Whitegates Estate Agents

• Property Maintenance Manager

  • يناير ٢٠١٧ - يناير ٢٠١٨

  • Property Management/Maintenance • Professional knowledge of building maintenance from a lettings requirement• Liaise between all Landlord, Building Contractor and Tenant for a smooth repairs process• Follow strict legal guidelines to ensure properties are kept within the law• Monitor performance of routine contractors: Builders, Electricians, Gas Engineers etc• Update and maintain company records on property management software• Deal with deposit dispute and statutory declarations• Approve and dispute (if required) contractor invoices عرض أقل

• Sales/Lettings Negotiator – Whitegates

  • أكتوبر ٢٠١٥ - يناير ٢٠١٧

  • Excellent communication skills for liaising with different professional contacts.• Ensuring excellent customer service to maintain good relationships with clients• Organising and attending viewings and valuations for both sales and lettings• Liaising and negotiating between clients and vendors to ensure a seamless chain• Building and maintaining excellent working relationships with clients, vendors and landlords• Canvass for new business opportunities• Commercial awareness and the ability to achieve sales targets.• Determination, perseverance and patience• Achieve pre-agreed targets• Fully trained in ‘Reapit Property Software’ عرض أقل



Home Retail Group PLC

• United Kingdom
• Retail
• 700 & Above Employee

• Service Team Leader (Homebase)

  • أكتوبر ٢٠١٢ - أكتوبر ٢٠١٥

  My priority is delivering impeccable customer service to clients. I pride myself in delivering excellent customer service. I am responsible for over 30 staff who report directly to me. My duties include; representing service within the store including the sales floor, and replenishment teams providing advice and guidance to managers and staff on all areas of responsibility. Dealing with customers on a daily basis both new and existing whether via telephone or face to face. Overseeing recruitment schemes, including the interview and selection process. Administering quarterly and annual performance reviews. Furthermore I undertake formal disciplinary and inefficiency interviews and ensure that the store standards are of the highest level and that customer service levels do not drop both during busy and quiet periods. I am able to build the self-esteem of the team and ensure that all are on task. I ensure all of the team, are aware of new and upcoming changes within the store and how to implement new and innovative ways in which to complete any tasks indicated within the company. Furthermore I organise the structure of the team rotas to suit the needs of the company taking into consideration peak times of the day/week/year and ensure that all stock is arranged into different areas of the sales floor in order to make the team more efficient during replenishment and that stock is available at every given opportunity to the customer. I am fully trained using the SAP system and am CAD trained. I regularly have to process sales orders and compile customer quotations furthermore I track customer orders in order to meet demanding deadlines so that the highest level of customer service can be achieved. I regularly liaise with suppliers in order to allocate stock to store and for customers. I am able to manage the work of others in a discrete section with responsibilities such as work allocation, quality control, training, appraisal and discipline. عرض أقل

• Shop Floor Assistant (Homebase)

  • سبتمبر ٢٠٠٧ - أكتوبر ٢٠١٢

  I originally started with a temporary part time contract for the company and quickly gained a permanent full time contract within a six month period, this was followed by a promotion to Service Team Leader in November 2009 where I managed a small team and worked without close supervision holding responsibility for the management, development and provision of service to the highest quality to staff and managers within the following areas:Providing excellent customer service.Recruitment and selection.Performance Reviews.Discipline and inefficiency procedures.Sales Floor duties including raising standards.Replenishment of stock.Developing rotas for a team. عرض أقل



Royal Mail

• United Kingdom
• Freight and Package Transportation
• 700 & Above Employee

• Post Person

  • مايو ٢٠٠١ - مايو ٢٠٠٧

  My main duties included: Delivering mail and parcels to allocated addresses in a given time period Working to tight deadlines. Sorting items by hand into compartments on a sorting frame. Sorting sensitive mail as well as collecting and delivering items by van to and from banks, financial institutions and Post Offices maintaining a high regard for security procedures. Dealing with the general public on a daily basis and being the face of the Royal Mail. I was made redundant from this role in May 2007. عرض أقل