Experience

Appello UK

• United Kingdom
• Appliances, Electrical, and Electronics Manufacturing
• 100 - 200 Employee

• Control Centre Team Leader

  • Apr 2023 - Present

  We are the UK's largest telecare monitoring and digital equipment provider, we support over 300,000 vulnerable people in our communities to live safer, happier, and more enriched lives. Role.... Coach and engage Emergency Helpline Operators and be a key support to Control Centre Manager. Accountability for the day to day coaching of Operators within the Appello Monitoring Centre. Jointly accountable for the management of individuals and team performance and behaviours through coaching, training, development, motivation, engagement and promoting the importance of excellence, customer satisfaction and first-time resolution. Responsibility and accountability for the management of Average Handling Time and Call Volumes. Targeted on reduction of ISP’s, Complaints and Failed call evaluations. Work in hand with the Senior Coach, Coaches, Training Lead, Supervisors and Control Centre Manager in driving AHT, reducing call volumes and supporting bespoke niche coach objectives Show less



LWC Drinks

• United Kingdom
• Wholesale
• 300 - 400 Employee

• Delivery Driver

  • Feb 2023 - Apr 2023

  Brief Overview To deliver products to customers within a specific area in a safe and friendly manner Responsible for the care and upkeep of your designated vehicle To provide excellent customer service standards to every customer Core Duties The responsibility of preparing the vehicle by conducting operator maintenance, ensuring all products for delivery are correct and that they have been loaded onto the vehicle correctly and safely. Responsible for completing delivery notes, return sheets and collecting payments. Execute any special requests from customers by picking up and delivering items as directed on the delivery note Maintain customer confidence by keeping information strictly confidential regarding premise security and operational information. Responsible for checking the run sheets, picking orders for your deliveries and routing. Work closely with a drivers mate/second man, to deliver superb customer service To plan your route and requirements for the drop by studying the schedule and any requests by the customer that are on the delivery note Make customers aware of any stock shortages or problems with their delivery. Responsible for returning all empty cases and gas bottles and that they are correctly stored in the empties yard and unloaded in the correct manner. Ensure that correct health and safety procedures are adhered to To complete all required checks and ensure that check sheets are passed to the distribution manager/supervisor. The ability to help in the warehouse when required. To communicate professionally & effectively at all times – both to external & internal customers Show less



Cornwall Council

• United Kingdom
• Government Administration
• 700 & Above Employee

• Service Leader

  • Oct 2018 - Jan 2023

  To lead, develop, motivate and support a team of sometimes up to 13 members. Duties included evaluate and monitor agent performance, carrying out 1-1's to feedback, identify strengths, nullify weaknesses to maximise performance. Deal with escalated complaints both corporately and informally. Creating and forecasting staffing rotas, understanding the business demands versus the financial budgets. Agreeing SLA's with other departments and contractors. Streamlining processes to benefit customers, staff, departments. Delivering another CRM and all the channels that it can now incorporate (telephony, webchat, chatbot, social media). Monitor, create and schedule agent reports. Sustained continuous improvement by implementing customer interface management systems through telephone communication, email marketing, live chat services and social media. Implemented and lead recruitment drives Managed total department call volume of 2000 per day. Exceeded team goals and collaborated with staff members to implement customer service initiatives. Implemented and developed customer service training processes. Coordinated department schedules to maximise coverage during peak hours. Facilitated conflict resolution by implementing protocols and investigating issues through completion. Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements. Trained staff on operating procedures and company services. Fostered an environment which encouraged continual process improvements. Maintained accurate records of past due customer account activity. Show less

• Team Leader

  • Sep 2014 - Sep 2018

• Customer Services Agent

  • Aug 2007 - Aug 2014

• CRM Developer

  • Jul 2011 - Nov 2012

  Performed desktop troubleshooting and equipment configuration across IT infrastructure and associated facilities. Coordinated advanced help for complex development issues. Wrote engaging, entertaining and informative media scripts for different uses. Designed processes from end to end Brainstormed ideas with other departments and external partners to maximise project potential. Coded technical instructions and specifications for advisors to use/train. Developed targeted advice for decision-makers on how best to reach target consumers and build awareness. Minimised repeat incidents by correctly identifying changes to systems and processes. Diagnosed and resolved faults in CRM within certain timescales to streamline user efficiency. Worked with multidisciplinary teams to meet project deadlines within budget. Show less



BalticPine

• Graphic Designer

  • Jan 2003 - Jun 2007

• Marketing Specialist

  • May 1999 - Jun 2005