Experience

Hercules Site Services PLC

• United Kingdom
• Civil Engineering
• 100 - 200 Employee

• Training Administrator

  • Jun 2023 - Present



Glasses Direct

• United Kingdom
• Retail
• 1 - 100 Employee

• Knowledge and Quality Lead

  • Aug 2022 - Feb 2023

  6 month secondment to improve learning and development within the company for all customer service employees. Managing a team of four people, made up of 2 customer service trainers and 2 quality analysts.Headed projects such as the creation of a new quality form and process to improve how we coach within the department, a completely reworked induction plan to have new employees adding value sooner, and the introduction of a new system to make training more engaging and keep up with a more remote learning environment. Show less

• Customer Service Team Lead

  • Jun 2018 - Aug 2022

  This position offered me fantastic opportunities to develop my skillset. My responsibilities were broad: I managed two teams of people based in different departments, held regular one-to-ones with members of my team, delegated work to ensure key performance indicators were being achieved, and was responsible for overseeing the customer service floor to ensure productivity and that the quality of work was within the company service level agreement. Further to this, I led projects to strengthen and improve working processes as well as being on the taskforce for other projects, including being directly involved in the user acceptance testing and integration of a new telephony system and a new customer service database Show less