Branch Manager

• Sep 2019 - Present

Branch Manager

• Jan 2019 - Aug 2019

Regional Account Manager

• Aug 2018 - Aug 2019

HR Team Manager

• 2017 - 2018

• Client Relationship management. • Managing independent and cross functional teams in Digital CX, Retail CX and Language CX.• Reporting weekly metrics to key stakeholders• Performance management of the team• Identifying areas of improvement • Embedding excellence culture across operational teams to drive performance. • Client Relationship management. • Managing independent and cross functional teams in Digital CX, Retail CX and Language CX.• Reporting weekly metrics to key stakeholders• Performance management of the team• Identifying areas of improvement • Embedding excellence culture across operational teams to drive performance.

Recruitment Consultant

• 2017 - 2018

Inside Sales Associate/Quality Lead

• Apr 2010 - Dec 2015

This role was in conjunction with the Quality lead roll transferring my Quality and Customer support experience to identify the needs of the potential clients and match our service to their needs Inside Sales Associate: • Delivering to target by utilizing operational knowledge to drive up sales.• Drafting proposals and contracts for new business. • Work closely with Finance, IT. Reporting dept. and Operations ensuring a smooth transition during the on-boarding process.• Working as the Project Manager on all new client induction and additional projects within the Shared Services • Responsible for monthly capture & report on all invoicing for sales and operations.• Ownership of Customer Relations during the bedding in period.Quality Lead • Work closely with key clients delivering monthly, quarterly and annual reviews and ensure KPIs and KRAs are met to exacting standards. • Client Relationship manager for 3 key accounts within the Shared services dept.• Work with client training department for new accounts ensuring a smooth transition of their business into Voxpro• Evaluate the quality and training needs for over 45 staff, in Customer services, Technical Support and Sales. • Responsible for the quality of new team members, providing daily / weekly / monthly updates.

Team Leader, Sales Associate

• 2006 - 2010

Team manager of part time team in Retention department. Developing the team to ensure KPIs were consistently met. During my time in this role I researched and developed a new call stream, created and implemented the training for the line and launched to scale. The team consistently exceeded targets set by the client week on week from the onset of the implementation. Team manager of part time team in Retention department. Developing the team to ensure KPIs were consistently met. During my time in this role I researched and developed a new call stream, created and implemented the training for the line and launched to scale. The team consistently exceeded targets set by the client week on week from the onset of the implementation.

Emergancy Support

• 2002 - 2006

• Provided financial institutes with details of lost and stolen credit cards and arranging emergency cash for customers when needed.• Activate and manage policies for the customer using Sentinel and Seibel databases. Achieved and exceeded call targets on a regular basis. • Provided financial institutes with details of lost and stolen credit cards and arranging emergency cash for customers when needed.• Activate and manage policies for the customer using Sentinel and Seibel databases. Achieved and exceeded call targets on a regular basis.