Experience

CDS (formerly SimpleUsability)

• United Kingdom
• Market Research
• 1 - 100 Employee

• Participant Recruitment Lead

  • Oct 2019 - Jul 2022

  Leeds, West Yorkshire, United Kingdom



Research Helper

• United Kingdom
• Market Research

• Participant Recruitment Lead

  • Oct 2019 - Jul 2022

  Leeds, England, United Kingdom



Seeking full time employment

• Customer Service Specialist

  • Jul 2019 - Oct 2019



Prism Medical UK

• United Kingdom
• Medical Device
• 100 - 200 Employee

• Scheduling Manager

  • May 2018 - Jul 2019



Carillion

• United Kingdom
• Facilities Services
• 700 & Above Employee

• Helpdesk Manager

  • Jun 2016 - Apr 2018

  Sheffield, United Kingdom • Successfully Mobilised Government contract to Go Live launch training 5 new customer solution advisors over a 3 weeks period to be able to manage all aspects of reactive, extra works & projects for c300 sites in the South, France & Belgium. • Daily management of a team of helpdesk advisors including various personnel functions such as personal development plans, appraisals, selection and recruitment, disciplinary measures and return to work interviews maintaining an attendance average of… Show more • Successfully Mobilised Government contract to Go Live launch training 5 new customer solution advisors over a 3 weeks period to be able to manage all aspects of reactive, extra works & projects for c300 sites in the South, France & Belgium. • Daily management of a team of helpdesk advisors including various personnel functions such as personal development plans, appraisals, selection and recruitment, disciplinary measures and return to work interviews maintaining an attendance average of 3.2% & leading to the career development for 3 of the original team. • Created job validation tool to improve the quality of work orders & increase assignment to the right skill set by 15% consistently over a 12month period. • Maintained a significant reduction in open jobs reducing from 680 to c 300 through targeted activity & effective jeopardy management of target completion dates • Operational lead for a cross functional team & through analysis & accurate reporting, audit & reconciliation, agreed business improvement plan to align all systems & manage the live work orders within the agreed KPIs.

• Workflow Manager

  • Oct 2014 - Jun 2016

  • Managing a team of schedulers to ensure delivery of reactive & planned maintenance across multiple contracts to meet client & company KPIs. • Through effective job management & interdepartmental coordination successfully led the department to passing internal audit for NBS each month. • Project Lead to reduce Statutory & compliance Maintenance backlog for a major retail banking contract successfully leading to the number of jobs completed increasing from 10-70% in an 8-week period. •… Show more • Managing a team of schedulers to ensure delivery of reactive & planned maintenance across multiple contracts to meet client & company KPIs. • Through effective job management & interdepartmental coordination successfully led the department to passing internal audit for NBS each month. • Project Lead to reduce Statutory & compliance Maintenance backlog for a major retail banking contract successfully leading to the number of jobs completed increasing from 10-70% in an 8-week period. • Managing Arqiva contract to exit, reducing reactive backlog from 433 in December to 45 whilst planning & completing new work to contract handover.



drydensfairfax solicitors

• United Kingdom
• Law Practice
• 1 - 100 Employee

• Shortfall Team Leader

  • Feb 2014 - Sep 2014

  Bradford, United Kingdom • Managing a volume case-load, by overseeing all steps of the operational process within my team. • Through effective alignment of resources & knowledge expertise within the business reduced a 5-week work-flow backlog to within SLA within 2 weeks. • Identifying knowledge gaps & liaising with the Training Team to deliver full call handing training to the Mortgage Shortfall Team to improve the Customer Experience.



Sky

• United Kingdom
• Broadcast Media Production and Distribution
• 700 & Above Employee

• Customer Experience Leader

  • May 2010 - Jan 2014

  Stockport, United Kingdom • Responsible for managing a team of 12 multi-skilled agents to effectively resolve queries from TV, telephone & Broadband customers & colleagues in an inbound call centre environment. • Utilised appropriate coaching methods to increase & maintain team generated revenue by 40% over 3 months • Designed & project managed a customer call back system to balance incoming calls & requested customer call backs to ensure they were completed within time-scales leading to 1st time resolution &… Show more • Responsible for managing a team of 12 multi-skilled agents to effectively resolve queries from TV, telephone & Broadband customers & colleagues in an inbound call centre environment. • Utilised appropriate coaching methods to increase & maintain team generated revenue by 40% over 3 months • Designed & project managed a customer call back system to balance incoming calls & requested customer call backs to ensure they were completed within time-scales leading to 1st time resolution & ownership as required. Show less



Yorkshire Building Society

• United Kingdom
• Financial Services
• 700 & Above Employee

• Service Delivery Manager

  • Dec 2008 - Dec 2009

  Bradford, United Kingdom • Led & managed a team of 10 multi-skilled agents to effectively resolve queries from both customers & branch colleagues in an inbound call centre environment. • Led & managed a cross-functional team of 4 senior administrators to provide query resolution for customer service agents & branch staff & to resolve more complex administrative queries. • Successfully identifying knowledge gaps & improved processes to support network colleagues resulting in a reduction of branch calls into… Show more • Led & managed a team of 10 multi-skilled agents to effectively resolve queries from both customers & branch colleagues in an inbound call centre environment. • Led & managed a cross-functional team of 4 senior administrators to provide query resolution for customer service agents & branch staff & to resolve more complex administrative queries. • Successfully identifying knowledge gaps & improved processes to support network colleagues resulting in a reduction of branch calls into the contact centre by 44% in 4 months. Show less



FMG SUPPORT (FIM) LTD

• United Kingdom
• 1 - 100 Employee

• Service Delivery Manager

  • Feb 2007 - Feb 2008

  Huddersfield, United Kingdom • Leading a Fleet Management contact centre in its delivery of agreed service levels, whilst promoting a culture of people focus and development. • Planning and management of 50 FTE outbound agents & resources to ensure business & client standards are achieved whilst at the same time minimising costs to the business. • Operational Client Relationship Manager for one of FMG Support’s largest intermediaries, with a fleet size of circa 40,000 vehicles.



FMG Support

• Team Leader

  • Feb 2006 - Feb 2007

  Huddersfield, United Kingdom • Achieving challenging targets for call monitoring and feedback in a busy outbound fleet management call centre environment, amongst a range of staff with differing experience and development needs. • Through effective complaint handling & client feedback, I received the “Spirit of FMG” award for providing excellent customer service. • Received “Most Effective Coach” award out of 50 senior managers as part of the organisation’s Management Development Programme