Experience

VIRTUS Data Centres

• United Kingdom
• IT Services and IT Consulting
• 100 - 200 Employee

• Customer Service Team Lead

  • Dec 2020 - Present

  Responsible for providing support and guidance to Service Desk Analyst. Playing a key role in ensuring activities undertaken by VIRTUS Service Management Centre are completed to a high standard whilst ensuring customer expectations are exceeded. Main duties: - Ensuring that all activities are completed during the shift to a high standard - Responsibility for the quality as part of the Incident Management process - Act as a point of escalation or process and instigate improvement activities. Ensure working aids are appropriate and updated - Coach, develop, and motivate colleagues, offering training sessions to address gaps in capability - Work with the Service Desk Analyst to provide first level customer contact and facilitate resolutions to customer issues - Track, route, and direct requests and incidents to the correct resource escalating where appropriate - Measure KPIs and queues ensuring all requests are dealt with professionally and effectively - Monitoring the BMS and be responsible for ensuring any alarms are dealt with effectively, reducing risk to facilities - Responsible for producing customer-facing service reports - Log and manage all customer complaints through to successful resolution



CMS

• Germany
• Law Practice
• 700 & Above Employee

• Assistant Client Experience Manager

  • Dec 2019 - Dec 2020

  Provide leadership to the frontline Team and Team Leader in overseeing the daily operations and embedding best practice and service excellence processes. Daily responsibilities: - Providing guidance to the Team Leader in the smooth running of the daily operation, within the hours 7:30 -19:00 - Training Client Executive Team to consistently deliver on agreed service standards, SLA’s, and SOP’s - Ensuring CMS policies and procedures for visitors’ arrival, and maintaining meeting room management of the client floor - Conducting daily spot checks for cleanliness and maintenance of common areas, meeting room, catering, and service provisions - Supervising daily team briefings - Dealing with complaints and operational issues - Monitoring Client Service activities - Supporting Events Coordinators with daily events and seminars execution Core responsibilities: - Maintaining key relationships with CMS clients and staff, Client Experience Manager, Client Services Team and Team Leaders, AV assistants, Events Coordinators, Hospitality Manager and Team, Security & M&E - Conducting team appraisals, performance reviews, and one-to-one meetings - Leading weekly team training sessions and team meetings - Issuing and managing team rotas and holiday calendars - Providing on the job coaching and training to Team Leader - Collating required monthly reporting statistics - Fostering relationships between, and collaborating with, the Business Services team - Attending weekly departmental team meetings with Client Experience Manager - Taking part in team recruitment - Leading onsite innovation and best practice, as well as HR-related tasks and team management - Overseeing events coordination and managing Events Coordinators



Societe Generale

• France
• Banking
• 700 & Above Employee

• Service Desk Team Leader & Data Analyst at Rapport Guest Services

  • Dec 2018 - Dec 2019

  Leading and guiding the service desk and reception team in accordance with, and to the standards required by, Rapport and the client. Primarily responsible for the service delivered daily by the team to provide great quality Front of House Guest Services, Call Services, and on-site Events Coordination. A hands-on role overseeing 8 service desk coordinators managing meeting room bookings, and 13 receptionists for the four Société Générale sites based in London. Coordinating all external switchboard calls and covering the Helpdesk to ensure maintenance shortcomings are reported in order to guarantee successful operation of each property. Build and maintain a strong relationship with all guests visiting the premises, callers, and all staff working for the company and promote a quick and customer-focused solution to problems, ensuring that the relationship with the client is maintained. Key Contributions: - Overseeing operations at each site and supervising team members’ performance in order to provide regular feedback and recognition - Reviewing and updating all existing procedures, focusing on ways to improve services offered - Providing feedback, implementing & completing action plans following the Impressions and Call Monitoring Audits - Managing events on the day to ensure that hosts and guests receive the best service - Completing regular training with the team, ensuring that the highest level of service is maintained - Managing tasks time effectively and delegating tasks to other team members, utilising their skills and helping them develop Promoting personal and professional growth and encouraging team members to take part in cross trainings - Taking part in the recruitment process and performance reviews for the entire team - Promoting a positive working relationship and approach to change - Communicating effectively at all levels and within my team, PAs, and bookers - Assisting with weekly and monthly reports



Crowne Plaza Basingstoke

• United Kingdom

• Assistant Front Office Manager

  • Aug 2017 - Dec 2018

  Supervising and streamlining guest services activities, including front desk, reservations, special requirements, and transportation services. Implementing and ensuring compliance with all safety emergency procedures. Organising training programmes for all twelve front of house employees to enhance knowledge regarding procedures and service standards. Leveraging various online platforms for social media; running and strengthening client portfolio. Participating in monthly head of department meetings and reporting on social media activities and IHG Front Of House scores. Designing attractive brochures and generating new ideas in conjunction with team members to assist Sales team. Key Contributions: - Serving as a social committee representative of Crowne Plaza Basingstoke as well as directing charity operations on monthly basis to raise revenue - Participating in the refurbishment programme of the entire hotel - Receiving guest feedback to guarantee guests’ satisfaction while organising guest evenings and managing lobby obligations - Building and establishing strong business relationships with contractors and suppliers to achieve key business objectives - Ensuring overall services delivered as per expectation thus ensuring guest satisfaction - Determining and resolving guest problems in a timely manner by executing service recovery procedures and impeccable solutions



The Red Carnation Hotel Collection (Red Carnation Hotels)

• United Kingdom
• Hospitality
• 300 - 400 Employee

• Guest Service Agent

  • Mar 2015 - Jul 2017

  In 2 1/2 years, different properties in London were assigned to me starting at the Montague on the Gardens, where my year in F&B started. This included restaurant service, room service, bar & lounge, kitchen, and C&B. Moreover, seasonal pop-up activities such as Ski Lodge & the launching of the Beach Bar. The second-year started with 3 months in the highlands of Scotland at the Laggan, where I covered all operations regarding FOH and F&B. After which I moved back to London and joined Hotel 41 a boutique five-star hotel next to Buckingham Palace for my FOH experience. During my Room Division time, I covered different departments such as reservation, reception, housekeeping, night manager & guest services. The last few months I spend in RCH central departments gaining experience in Human Resources, Sales & Marketing & Revenue.



Serve2fly Heico Losch Airport Service GmbH

• Germany
• Travel Arrangements
• 1 - 100 Employee

• Ground Passenger Handling Staff

  • Sep 2010 - Feb 2015



Courtyard by Marriott Beijing Northeast

• Management Trainee

  • Jan 2013 - Dec 2013

  Spend 9 months in Beijing, working for Courtyard by Marriott Beijing Northeast as a management trainee at the Front Desk and Executive Lounge, dedicated to loyal members. Spend 9 months in Beijing, working for Courtyard by Marriott Beijing Northeast as a management trainee at the Front Desk and Executive Lounge, dedicated to loyal members.