Greg Thomlinson

Customer Service Manager at Meech International
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Contact Information
us****@****om
(386) 825-5501
Location
UK

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Credentials

  • Level 3: Certificate in Customs Compliance
    UK Customs Academy
    Mar, 2022
    - Nov, 2024
  • Certificate in Customs Compliance Level 3
    UK Customs Academy
    Feb, 2022
    - Nov, 2024
  • Student Member
    The Institute of Export & International Trade
    Apr, 2021
    - Nov, 2024

Experience

    • United Kingdom
    • Appliances, Electrical, and Electronics Manufacturing
    • 1 - 100 Employee
    • Customer Service Manager
      • Jan 2021 - Present

      Customer Service Manager Customer Service Manager

    • United Kingdom
    • Retail
    • 700 & Above Employee
    • CSTM
      • Aug 2020 - Jan 2021

    • United Kingdom
    • Public Safety
    • 1 - 100 Employee
    • Customer Service Manager
      • Nov 2014 - Jul 2020

    • United Kingdom
    • Utilities
    • 700 & Above Employee
    • Customer Service Team Manager
      • Apr 2011 - Nov 2014

      Day to day management of a team of 10 people which handled up to 30,000 customer sites across 3 different contract and system types. Reviewed how we managed customer SLA’s and as a result improved the team performance from 50% to over 95% within 1 month. Increased my teams call quality results from 41% to the department highest in first 6 months of managing them. Actively participated in project work, most recently being involved in changing the way the induction process worked for new starters. Handle all escalations for the team to ensure that customer expectations and promises are met. Worked with team to ensure PDP’s were completed and worked on to increase employee engagement and development Reduced aged complaints from 40% to 5% within 3 months. This resulted in the lowest percentage for the department. Following this, I managed a complaints task force which was able to close 100 complaints in 8 weeks

    • United Kingdom
    • Telecommunications
    • 700 & Above Employee
    • Store Manager
      • Apr 2009 - Apr 2011

      Using strong performance management, all targets and KPI’s were exceeded in relation to volume and customer satisfaction with performance measures achieved monthly and above company averages Increased customer loyalty, satisfaction and spend through additional services which in turn allowed me to achieve monthly targets that had been set at higher rates than higher banded stores within the region month on month Achieved exceptional store standards Through motivation and coaching I have ensured a low staff turnover and high employee satisfaction Completed all Performance Dialogues and monthly 1-2-1’s within specified time frames Fully compliant during store audits

    • Germany
    • Manufacturing
    • 700 & Above Employee
    • Customer Service Team Leader
      • Nov 2003 - Apr 2009

      Liased with other departments and Miele employees regarding customer issues and complaints to ensure their quick resolution. Provided management information to the senior management team that allowed me to identify and aid implement ways of improving Miele’s business processes to enable more effective customer service. Trained, developed and supported my team as part of an ongoing coaching and performance management structure. Monitored staff development, three-month probationary interviews and training programmes with new starters working alongside the departmental trainer. Carried out performance assessments, personal development interviews and personal development planning and undertook the necessary actions that arose. Part of project management team during a contact centre restructure including recruitment and training of a new customer account system Achieved specified goals in relation to telephone and correspondence targets and worked with planning team to ensure that maximum efficiency was achieved on FTE.

Education

  • Bicester Community College
    1988 - 1993

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