Lucy Calvert

Guest Relations & Support Supervisor at THE CROWN OF CRUCIS LIMITED
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Contact Information
us****@****om
(386) 825-5501
Location
Cirencester, England, United Kingdom, GB
Languages
  • English -

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Bio

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Credentials

  • Green Belt Lean Six Sigma
    GoLeanSixSigma.com
  • ITIL foundation
    ITIL Certified

Experience

  • THE CROWN OF CRUCIS LIMITED
    • United Kingdom
    • Media Production
    • 1 - 100 Employee
    • Guest Relations & Support Supervisor
      • Sep 2018 - Present

  • The Crown of Crucis
    • United Kingdom
    • Media Production
    • 1 - 100 Employee
    • Guest Relations & Support
      • Jul 2017 - Present

      Enjoying some part time work whilst raising my son. Enjoying some part time work whilst raising my son.

  • West Unified Communications Services
    • United States
    • Telecommunications
    • 700 & Above Employee
    • Jnr Business Process Analyst
      • May 2016 - Jul 2017

  • West Corporation
    • Türkiye
    • Computer and Network Security
    • Quality Specialist
      • Jun 2014 - Apr 2016

      There are several different aspects of my role as a Quality Specialist at InterCall.Error data analysis and associated error reduction planningWorking with internal application support teams in relation to development requests, maintenance, system downtime and tech bugs.Working with internal operations teams to locate requirements of applications to assure quality service in the live environment.Handling communication surrounding system outages with internal and external stakeholders.Supporting operational requirements where necessaryHandling escalated Client concerns and feedbackEnsuring that corrective and preventative measures are applied inline with any issues experienced.

  • InterCall EMEA
    • Operations Coach
      • Jul 2009 - Jun 2014

      As a Coach at InterCall my role includedImmediate on the floor support for all operations agentsCoaching and Training for new and experienced members of the teamEnsuring that communication was consistent across my teamReviewing errors made by team members and coaching as requiredEscalate any agent concerns to the appropriate managementIdentifying and implementing plans for error trends As a Coach at InterCall my role includedImmediate on the floor support for all operations agentsCoaching and Training for new and experienced members of the teamEnsuring that communication was consistent across my teamReviewing errors made by team members and coaching as requiredEscalate any agent concerns to the appropriate managementIdentifying and implementing plans for error trends

  • InterCall
    • Belgium
    • Telecommunications
    • 1 - 100 Employee
    • Team Lead
      • Apr 2011 - Nov 2011

      Within this secondment to Team Lead at InterCall, my requirements were as below;Handle day to day team managementProvide support to team members Monitoring agent performance Conduct 1-2-1 reviews and improvement plans with all team membersAct as a point of escalation for any urgent client queries Within this secondment to Team Lead at InterCall, my requirements were as below;Handle day to day team managementProvide support to team members Monitoring agent performance Conduct 1-2-1 reviews and improvement plans with all team membersAct as a point of escalation for any urgent client queries

    • Customer Service Representative
      • May 2008 - Jul 2009

      As a Customer Service & Reservation agent at InterCall, my requirement was simply to support clients as a first point of contact.Consistently professional communication via phone and emailWithholding relationships with regular customersScheduling audio conferences to the specific client requirementsEnsure accurate data capture As a Customer Service & Reservation agent at InterCall, my requirement was simply to support clients as a first point of contact.Consistently professional communication via phone and emailWithholding relationships with regular customersScheduling audio conferences to the specific client requirementsEnsure accurate data capture

  • Budgens Stores
    • United Kingdom
    • Retail Groceries
    • Retail Assistant
      • Jul 2006 - Jun 2008

  • Great Oaks Charity Shop
    • Volunteer
      • May 2006 - Jul 2006

Education

  • Newent Sixth Form (Arts College)
    2006 - 2008
  • Newent Community School
    2001 - 2006

Community

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