Electrical Surveyor

• Aug 2020 - Present

Managing a variety of projects for a number of customers, from tendering stage through to the completion of the site for successful tenders.

Trainee Electrical Surveyor

• Aug 2019 - Aug 2020

Senior Coach (Team Leader)

• Oct 2018 - Aug 2019

Employed as one of two senior coaches managing a team of 15 call centre consultants, coaches and a quality support executive across multiple English and German campaigns. The role includes the tasks of both coach and call centre consultant, with the additional tasks of:• Creating shift plans for the team ensuring that all shifts are covered adequately.• Completing quarterly reviews of all staff.• Setting targets and goals for team members and ensuring these are met.• Quality control of the whole team• Completing rollcall, payroll and other HR tasks.• Keeping track of daily, weekly and monthly stats. Ensuring that KPI and client SLA targets are achieved.• In direct contact with the clients keeping them informed of progress and forwarding any issues with the products offered.• Working with the client in implementing a new omnichannel customer service tool, including training all staff to use the new tool.• Handling any lateness, absences or conflicts within the team.

Coach (supervisor)

• Oct 2017 - Oct 2018

Employed as a supervisor, managing up to 5 call centre consultants working across multiple campaigns. Also undertaking the role of call centre consultant during periods of high demand and reduced staffing levels. Additional tasks include:• Assist with training and mentoring of new employees.• Supervision of assigned Call Centre Consultants.• Management of feedback, complaints and issues in a timely manner with the client.• Processing customer payments.• Customer verification through 3rd party service (Experian).• Data management of client specific information.

Call Centr Consultant

• Sep 2014 - Oct 2017

Call centre consultant engaged in a number of campaigns for both UK and German clients, delivering a quality service at pace. This role requires a strong customer focus, management of relationships and the ability to communicate clearly and accurately through speech and writing. Tasks undertaken during this role included: • Accurately and comprehensibly answer incoming emails and phones calls relating to products and services marketed by Database Factory. • Use of Customer Relationship Management (CRM) systems using commercial applications.• Manage account details held within back office databases.• Assisting in the verification of customers who have failed the initial checks. • Processing customer documentation required for release of payment.• Translating and responding to German customer enquiries.

Part Time Student Tutor

• Oct 2009 - Jun 2011