Experience

Wise Living

• United Kingdom
• Real Estate
• 1 - 100 Employee

• Team Leader

  • Jan 2022 - Present

  Lead a team of Property Managers and Property Administrators ensuring a high level of customer service is provided at all times. Inspire my team by coaching and mentoring; tracking KPIs and providing guidance if they are not met; driving improvements and efficiencies; reporting my team’s performance and outputs to upper management teams. To proactively manage resources against incoming workloads. Complete daily briefings & monthly team meetings. Complete monthly 1-1’s with all team members. Manage stock levels for materials as well as purchasing when needed for the best price. To act as a point of references for complex queries. Work effectively as a member of the management group within the department to ensure overall objectives are achieved. To work across the business to develop and maintain a ‘Great Place To Work’ environment for all. Being organised and prioritising daily tasks depending on the business needs. To contribute towards or manage internal business improvement projects as required. Show less

• Property Manager

  • May 2021 - Jan 2022

  Build open and positive relationships with clients. Onboard new clients and property portfolios. Add new landlords, suppliers, properties, tenants and tenancies to our property management system. Help my team meet its KPIs wherever possible. Manage the maintenance of our rental properties in line with legal requirements. Ensure hard and soft copy data and emails are effectively managed and that the systems are always up to date. Deal with landlord and tenant queries verbally and in writing. Manage the registration and release of tenancy deposits. Manage the portfolio's arrears levels and credit control procedures, taking steps to meet agreed targets. Keep landlords updated about issues relating to the management of their properties. Apply our policies and procedures consistently and comprehensively. Show less



SDL Group

• United Kingdom
• Real Estate
• 1 - 100 Employee

• Property Manager

  • Jul 2019 - May 2021

  Build open and positive relationships with clients. Onboard new clients and property portfolios. Add new landlords, suppliers, properties, tenants and tenancies to our property management system. Help my team meet its KPIs wherever possible. Manage the maintenance of our rental properties in line with legal requirements. Ensure hard and soft copy data and emails are effectively managed and that the systems are always up to date. Deal with landlord and tenant queries verbally and in writing. Manage the registration and release of tenancy deposits. Manage the portfolio's arrears levels and credit control procedures, taking steps to meet agreed targets. Keep landlords updated about issues relating to the management of their properties. Apply our policies and procedures consistently and comprehensively. Show less



Vodafone Business

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Customer Service Representative

  • 2018 - 2019

  Provide first time resolution wherever possible for all customer queries and requests including Billing Support, Technical Support and General Account Maintenance. Investigate and provide resolutions to Team Leader escalations with the best interest of both the customer and the business in mind. Assist with training new starters and providing ongoing support to agents. Achieve and exceed personal performance targets like average call handling time and customer satisfaction. Adhere and conform to strict scheduling through time management. Show less



Teleperformance

• France
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Customer Service Representative

  • 2016 - 2018

  Investigating and processing contractual credit requests, ensuring supporting evidence and calculations accurately reflect the credit applied. Re-calculating billing discrepancies and processing the relevant credits due following an investigation of how the error occurred. Investigate and provide resolutions to Operational Manager escalations with the best interest of both the customer and the business in mind. Provide weekly reports to key stake holders for all bill recalculations processed and credits applied, including cross referencing between the two. Provide floor support and training to new starters and ongoing support to tenured agents. Show less

• Quality Assurance Analyst

  • 2015 - 2016

  Review and assess the quality and performance of customer care agents based on the company criteria for customer satisfaction and first time resolution. Provide daily and weekly reports for team leaders and operational support on agent performance in NPS and quality assurance. Provide floor support and training to new starters and ongoing support to tenured agents.

• Transition Coordinator

  • 2013 - 2015

  Project management for On-Boarding of Public Sector, Global and National Corporate customers at resign & amendment. Utilise key relationships with Enterprise Business sales organisation and specialist support services across Customer Operations to ensure a seamless customer experience. Own a portfolio of ‘Implementation Projects’, delivering transition management services to the customers and all internal stakeholders. Ensuring all to agreed timeframes are met.

• Customer Service Representative

  • 2011 - 2013

  Provide first time resolution wherever possible for all customer queries and requests including Billing Support, Technical Support and General Account Maintenance. Assist with training new starters and providing ongoing support to both admin and call agents. Achieve and exceed personal performance targets like average emails per hour and email quality. Adhere and conform to strict scheduling through time management.



Vodafone Business

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Telephone Account Manager

  • 2010 - 2011

  Identify and qualify up‐selling sales opportunities to increase growth and revenue on customer accounts. Make outbound customer contact to acquire both new and selected business, building a sales pipeline and making appointments for future contact. Deliver sales targets within agreed commercial framework and manage all given leads within correct time frames. Identify opportunities when in contact with the customer to influence the services/packages provided. Ability to manage own time to ensure market and product knowledge is up to date. Show less

• Customer Service Representative

  • 2009 - 2010

  Provide first time resolution wherever possible for all customer queries and requests including Billing support, Technical support and General Account maintenance. Achieve and exceed personal performance targets like average call handling time and customer satisfaction. Adhere and conform to strict scheduling through time management.