Experience

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  Teleperformance

  • Manchester, England, United Kingdom

  • Team Manager

    • Feb 2023 - Present
    • Manchester, England, United Kingdom

    • Manage the performance of 20-30 customer advisors on a government contract of 1000+ staff• Coordinate with Recruitment and Training teams to support new starter onboarding and induction• Responsible for scheduling training, coaching sessions, and performance reviews across multiple diaries with...

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  Serco

  • Team Leader

    • Jul 2020 - Feb 2023
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  CPM UK

  • United Kingdom
  • Outsourcing and Offshoring Consulting
  • 700 & Above Employee

  • New Business Executive

    • Jun 2019 - Jul 2020

    Confident and creative approach to generating new business for a courier and logistics serviceDevelop effective working relationships with the client, understanding and anticipating their needsPlan and organise workflow through effective pipeline management to achieve monthly targets

  • Team Manager

    • Jul 2018 - Jun 2019

    Responsible for leading, coaching, and developing customer service agents for an independent energy supplier.Ensuring the delivery of campaign performance against agreed quantitative and qualitative targets and client KPIs.Maintain excellent knowledge of HR procedures and keep accurate and detailed records Leading by example, live and breathe the CPM way and invest in our people to grow talent.Remain flexible and open to change and innovation to support the evolving needs of the business and the client.Work closely with clients to support requirements and deliver best in class solutions.

  • Subject Matter Expert

    • Jan 2019 - Apr 2019

    Responsible for the smooth on boarding of new starters, working closely with HR to resolve any issuesCreate and deliver engaging and informative induction training plans in line with business needsRespond quickly to changes in process and quality trends, and develop impromptu interactive training to improve the performance of existing agentsMotivate the team in achieving excellence and instil a passion for customer serviceMaintain a knowledge database of up-to-date working practices for agents and managers to refer to

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  Claritas Hearing

  • Warrington, United Kingdom

  • Quality Support Officer

    • Nov 2017 - May 2018
    • Warrington, United Kingdom

    Design, develop, and deliver new starter training and provide coaching for existing team members in need of developmentSolely responsible for call monitoring of all Clinical Case Managers, Fitting & Rehabilitation Managers, and Aftercare Case ManagersMaintain a database of call scores, report...

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  LV=

  • United Kingdom
  • Financial Services
  • 700 & Above Employee

  • Operations Control Administrator

    • Sep 2014 - Nov 2017

    Responsible for the financial processing of the Britannia Rescue system, ensuring data held within is accurate & up to date whilst also reporting any variances to performance trends outwards.Monitor the third party data load process, reporting performance anomalies.Working the BR Non-Validated Claims process on a daily basis, ensuring validated third party claims are reported and un-validated are invoiced accordingly.Responsible for the daily monitoring of excessive use, managing the process to full conclusion.Conduct regular investigations to identify policy abuse, working with the Claims Crime Prevention Team when appropriate.Support the business in the reconciliation of third party data

  • Quality Analyst

    • Aug 2016 - May 2017

    SecondmentDeliver Quality Assurance training sessions with agents and managers to foster greater consistencyEvaluate calls and other customer contacts handled by members of the contact centre using agreed frameworks to assess and report on performance against compliance, technical and customer handling standards and targetsProvide feedback to team leaders and managers on performance and trends within established timescales and formats to compile and maintain management information to enable trends and root causes to be identifiedActively contribute to the development of staff by identifying training needs and highlighting best practice opportunities in order to improve performance and quality standardsComply and sustain personal knowledge on an ongoing basis of relevant legal, regulatory, and industry body codes of practiceMaintain technical knowledge around GI products, systems and processes

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  LV=

  • United Kingdom
  • Financial Services
  • 700 & Above Employee

  • Line Trainer

    • Mar 2012 - Sep 2014

    Welcome new starters and create a positive learning environment, adapting to different leaning stylesDeliver training in a professional yet approachable manner Provide individual coaching to existing employees needing extra supportRevise outdated material or develop new material to adapt to changing business needs, often with little notice

  • Customer Service Representative

    • Jan 2011 - Sep 2014

    Give 'best loved' service while logging new motor insurance claims, identify potentially fraudulent claims, recognise opportunities to reduce leakage, train new CSRs, develop refresher training for individual delegates, encourage employee engagement, and write quarterly guest blogs on company intranet.

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  TrueNorth Community Services

  • Hesperia, Michigan

  • Project FOCUS Program Specialist

    • Dec 2009 - Jun 2010
    • Hesperia, Michigan

    Design lesson plans, deliver interactive educational lessons to 9-14 year old students in an after school setting, organise outdoor activities and experiments which are focused on science, and write bi-monthly newsletters for parents.

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  Central Michigan University

  • Mount Pleasant, Michigan

  • Student Technician

    • Sep 2006 - May 2009
    • Mount Pleasant, Michigan

    Mind the Media Survices help desk and assist with student/professor issues with classroom equipment