Experience

PAL Hire

• United Kingdom
• Construction
• 1 - 100 Employee

• Operations Manager

  • Jul 2021 - Present



Verastar

• United Kingdom
• Utilities
• 300 - 400 Employee

• Section Manager

  • Feb 2021 - Jul 2021



Booking.com

• Netherlands
• Software Development
• 700 & Above Employee

• Customer Contact Team Manager

  • Jun 2016 - Dec 2020

  - Working in a fast-paced sales team to deliver business expectations- Managing a team of highly successful, multi-lingual, Inbound and Outbound sales and customer service agents- Analytically focusing on a wide range of performance and business KPI’s- Senior stakeholder management- Performance management including improvement plans - Managing and addressing productivity, adherence, absence and lateness- Coaching and daily support including positive and negative feedback to drive performance - Execution of FCA compliance guidelines- Fully conversant in all HR processes- Agent bonus management- Running weekly operations meetings and team huddles- Liaising with operational planning teams to ensure service delivery levels - Interviewing- Managing and running incentives- Handling of complaints and escalations



Avacade Future Solutions

• Sales Team Manager

  • Dec 2015 - Jul 2016

  - Managing and developing a team including coaching and development- Working closely with the Directors- Implementing new policies and procedures- Maintaining departmental KPI’s - Daily/Weekly and monthly targets to be hit and ensuring they are fully understood by the agents- Team call times & response targets to be met- Performance management of team members including monitoring sales calls, review pending reports, sample checking of files, 1-2-1 meetings, appraisals, return to work interviews & disciplinary action- Conducting and arranging interviews for the business- Promote a customer first culture & a policy of continuous improvement- Conduct ‘buzz’ sessions prior to shift- Group Speaking sessions



ACH Group Ltd

• Call Centre Team Manager/Recruitment Manager

  • Jan 2011 - Nov 2015

  - Day to day running of the call centre- Conducting and arranging interviews for the business, in office and off site- Liaising with recruitment companies and recruitment advertising- Working closely with head of operations and HR- Managing multiple objectives by also still filling the task list of the Team Manager role- Managing and developing a team; ensuring they have the knowledge base of both systems and product- Dialler Management: Controlling how the dialler works such as the data we are running and the amount of calls, also monitoring drop rates and working the dialler to the maximum for the best results.- Managing staff behaviours including coaching and development- Provide first class customer service through driving KPI performance- Daily/Weekly and monthly targets in conjunction with team call times & response targets- Ensure team members have knowledge of the prevailing regulatory requirements (MOJ)- Performance management of team members including monitoring sales calls, review pending reports, sample checking of files, 1-2-1 meetings, appraisals, return to work interviews & disciplinary action- Optimise ways of improving conversion of PI applications whilst minimising the reason for blowouts- Ensure sales targets are fully understood & met- Liaise closely with directors of the company and HR- Running and organising incentives - Complaints management: Ascertain problem and try to resolve prior to escalation to complaints team



Bradford Marketing

• Sales Advisor

  • Jun 2011 - Aug 2011

  - Maintain and achieve targets, in-line with client contractual requirements- Face to Face sales door to door with the public- Hitting daily sales targets- Self planning and management- Senior stakeholder management - Maintain and achieve targets, in-line with client contractual requirements- Face to Face sales door to door with the public- Hitting daily sales targets- Self planning and management- Senior stakeholder management