Experience

CATERPILLAR MUSIC LIMITED

• United Kingdom
• E-Learning Providers

• Franchise Administrator

  • Jan 2019 - Present



Fredrickson

• Belgium

• Real Time Performance Analyst

  • Apr 2008 - Dec 2018

  Part of a new department focusing on the management of the call centre from scheduling through to dialler. My role at the start was to provide supervisory support to The Head of Operations in creating the foundations for a successful team. The only team member to have experience in management of staff and 4+ years’ experience of the in-house dialler system meant I took ownership of the upskill, coaching and team scheduling. Skills included:• Accountable for the day-to-day maintenance and intra-day scheduling of multiple contact strategies including to dialler, IVR, SMS and email. • Handling an average of 2500 inbound calls every day and an average of 75000 outbound dials completed daily• Amend planned intraday schedules to deliver optimum contact performance by making real time decisions based on service level agreements from our clients, monetary and scheduled forecasts reacting to business needs.• Responsible for the rota management of up to 170 customer account agents ensuring sufficient resource was available at all times.• Ensuring full dialler compliance with OFCOM regulations in respect of inbound and outbound SLA’s. • Maximise agent productivity on inbound and outbound by proactively managing outbound campaigns, outbound dialler agents and agent activity. • Prepare and circulate intraday reporting for Senior Managers to enable proactive adjustments to call centre operations.

• Team Leader

  • Aug 2011 - May 2015

  Working within the Finance function and responsible for the daily management of a team of 20 telephone negotiators. Key remit to work alongside Training Officers and Quality Coordinators to ensure my team met and exceeded performance and quality targets. Skills included:• Rota Management and resource planning• Performance monitoring and improvement• Dialler management and inbound monitoring• Monitoring, review and delivery of targets• Proactively reviewed time management and sickness statistics to identify trends and implement improvement plans with team members• Conducted monthly 1:1s to review performance and provide support and training• Championed clear communication by cascading company messages to agents, checked for understanding and actively provided feedback to Team Manager.• Team morale • Ensured strict adherence to all company policies such as mobile phone use, Internet use, Contact Centre etiquette etc

• Customer Account Agent

  • Apr 2008 - Aug 2011

  • Engaged with customers to build a full understanding of their situation and set up repayment plans• Provided guidance to customers on how to obtain free debt advice.• Managed inbound and outbound calls to customers to answer questions and queries.• Remained focused on reaching the right outcome for customers on each and every call• Identified expressions of dissatisfaction or complaints and applied the agreed processes and procedures to ensure that any issues were resolved quickly



LUNN POLY LIMITED

• United Kingdom

• Shop Manager

  • Aug 1997 - Sep 2002

  Part of the TUI GroupInitially joined as a Sales Consultant and progressed to an Assistant Shop Manager within 3 years then successfully achieved a Shop Manager position in 2000. Managed a team of 5 including HR functions and payroll responsibilities.Successfully achieved my personal goal of working as a Manager by the age of 21.• Advised customers on their choice of holiday• Processed bookings and ensured all corresponding paperwork was accurately completed• Oversaw and delivered training of new starters• Coached apprentices through their NVQ in Travel Services• Rota management ensuring sufficient resource was available at all times• Ensured all store procedures were adhered to by all staff.• Liaised with industry representatives to identify potential areas of growth and maintain up to date knowledge of the market• Main key holder