Experience

Rebus Training Ltd

• United Kingdom
• Education Administration Programs
• 1 - 100 Employee

• Operations Manager

  • Oct 2014 - Present



Phones 4u

• United Kingdom
• Executive Offices
• 300 - 400 Employee

• Operations Team Manager

  • Mar 2012 - Oct 2014

  Overall management of Telesales Operations Team.Achieving set objectives, KPIs and SLAs within agreed timelines.Improving team performance by coaching Team Leaders.Preparing, revising and submitting reports and budgets.Completing effective 1-2-1 reviews with Team Leaders and setting clear and stretching objectives.Responsible for staff recruitment, including advertising, interviewing and liaising with recruitment agencies.Evaluating the effectiveness of service delivery and the impact on customer satisfaction through root cause analysis.Working with the customer service teams to support 1st call resolution.Implementing quality management and regulatory compliance strategies.Using the MI and internal team reporting to make continuous improvements to the Operations processes.Providing high levels of employee engagement through incentives. Show less

• Operations Team Leader

  • May 2007 - Mar 2012

  Supervising Telesales Operations Team.Preparation of daily workload statistics.Ensuring all exchanges are processed within agreed SLAs.Compiling and conducting presentations.Providing new ideas that can move the team forward.

• Web Team Advisor

  • Dec 2004 - May 2007

  Maintaining a good level of customer service via email and telephone, to both customers and colleagues.Assisting in the running of the department when required.Supporting colleagues with escalated calls from both customers and networks.Assisting with the training of new members of the department.



Vodafone

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Credit Controller

  • Mar 2002 - Dec 2004

  Responsible for the successful and timely resolution of debt involving corporate clients.Dealing with client queries on invoices.General administrative duties.

• Administration Assistant

  • Jan 2001 - Mar 2002

  Connecting and upgrading corporate mobile telephone accounts.Organisation and filling of customer agreements.Preparation of spreadsheets.General administration duties.



Computing Support Services

• Newcastle, Staffordshire

• Sales Co-ordinator/IT Administrator

  • Oct 1997 - Jan 2001

  Preparation of quotations and agreements. Planning of sales meetings and seminars. Purchasing of office equipment and stock. Customer/supplier database maintenance. Maintaining personnel records. Organisation of purchase and sales ledger invoices. IT helpdesk call logging. Preparation of quotations and agreements. Planning of sales meetings and seminars. Purchasing of office equipment and stock. Customer/supplier database maintenance. Maintaining personnel records. Organisation of purchase and sales ledger invoices. IT helpdesk call logging.