Experience

Gratnells

• United Kingdom
• Retail Office Equipment
• 1 - 100 Employee

• Head Of Customer Service

  • Apr 2022 - Present

• Customer Service Team Lead

  • Apr 2021 - Present



fiserv

• Basildon, Essex, United Kingdom

• Team Manager

  • Feb 2016 - Mar 2021

  • Support a group of Evening Team Managers in the day-to-day operations promoting focus and drive towards the team’s goals. • Stepping in for line manager on delegated tasks to aid in the smooth operation of the call centre. • Coaching colleagues in productivity and quality excellence. Improving team quality from 76% up to 96.8% in 2020. • Conducting training and Development programs to upskill staff. • Mentoring Team Managers and Seniors to progress their personal development… Show more • Support a group of Evening Team Managers in the day-to-day operations promoting focus and drive towards the team’s goals. • Stepping in for line manager on delegated tasks to aid in the smooth operation of the call centre. • Coaching colleagues in productivity and quality excellence. Improving team quality from 76% up to 96.8% in 2020. • Conducting training and Development programs to upskill staff. • Mentoring Team Managers and Seniors to progress their personal development journey. • Facilitate career progression within the team structure with over 17 agents promoted internally to other roles. • Promote a safe and secure environment with low attrition and sickness. • Addressing serious Long term sickness issues with HR & third-party service providers (Unum), reducing long term sickness budgets. • Performing 1-2-1 performance reviews to effectively drive performance and engagement. • Delivering effective Management of day to day team performance in line with Fiserv productivity needs. • Analysing multiple data sets and processing to drive team performance. • Report creation and distribution to aid in the effective management of the department. • Maintaining client driven SLA’s through the management of key KPI’s. • Manage the hiring as well as assisting peers with the hiring of staff through 1-2-1 and group assessment scenarios. • Managing performance issues through structured HR policies and procedures. • Contributing to projects on an Adhoc basis to facilitate improvements to the client e.g., Fluid startup / Collections PDP Passport • Managing and supporting call centre service delivery within strict client requirements. • Conducting training and development programs to enhance staff skill levels. • Maintaining and improving teams Net Promoter Scores. Show less • Support a group of Evening Team Managers in the day-to-day operations promoting focus and drive towards the team’s goals. • Stepping in for line manager on delegated tasks to aid in the smooth operation of the call centre. • Coaching colleagues in productivity and quality excellence. Improving team quality from 76% up to 96.8% in 2020. • Conducting training and Development programs to upskill staff. • Mentoring Team Managers and Seniors to progress their personal development… Show more • Support a group of Evening Team Managers in the day-to-day operations promoting focus and drive towards the team’s goals. • Stepping in for line manager on delegated tasks to aid in the smooth operation of the call centre. • Coaching colleagues in productivity and quality excellence. Improving team quality from 76% up to 96.8% in 2020. • Conducting training and Development programs to upskill staff. • Mentoring Team Managers and Seniors to progress their personal development journey. • Facilitate career progression within the team structure with over 17 agents promoted internally to other roles. • Promote a safe and secure environment with low attrition and sickness. • Addressing serious Long term sickness issues with HR & third-party service providers (Unum), reducing long term sickness budgets. • Performing 1-2-1 performance reviews to effectively drive performance and engagement. • Delivering effective Management of day to day team performance in line with Fiserv productivity needs. • Analysing multiple data sets and processing to drive team performance. • Report creation and distribution to aid in the effective management of the department. • Maintaining client driven SLA’s through the management of key KPI’s. • Manage the hiring as well as assisting peers with the hiring of staff through 1-2-1 and group assessment scenarios. • Managing performance issues through structured HR policies and procedures. • Contributing to projects on an Adhoc basis to facilitate improvements to the client e.g., Fluid startup / Collections PDP Passport • Managing and supporting call centre service delivery within strict client requirements. • Conducting training and development programs to enhance staff skill levels. • Maintaining and improving teams Net Promoter Scores. Show less



Konica Minolta Business Solutions UK Ltd

• United Kingdom
• IT Services and IT Consulting
• 300 - 400 Employee

• Sales Contract Manager

  • Jun 2015 - Feb 2016

  • Manage the processing of sales orders onto the SAP system ensuring that the customer requirements are being delivered ‘right first time’ • Continuously review all processes to ensure that the team are operating in the most productive and accurate manner possible • Implement and monitor a performance related KPI structure for all essential disciplines within department. • Ensure that all ISO and J-Sox procedures are continually adhered, to keeping concise records that show and… Show more • Manage the processing of sales orders onto the SAP system ensuring that the customer requirements are being delivered ‘right first time’ • Continuously review all processes to ensure that the team are operating in the most productive and accurate manner possible • Implement and monitor a performance related KPI structure for all essential disciplines within department. • Ensure that all ISO and J-Sox procedures are continually adhered, to keeping concise records that show and provide a full audit trial and actions taken against non-compliance or discrepancies. • Ensure active involvement in roll out of new product launches with proactive training and awareness. • Create efficiency reports for Management to demonstrate and promote service levels provide by department. • Manage the creation of contracts onto SAP • Ensure any credit notes to customers are correct and approved in line with company delegated authorities • Manage the resolution of customer queries and complaints in line with the business expectations, ensure full customer centricity • Deliver effective performance management to ensure people operate in an environment of high challenge and high support to leverage greater performance • Manage day-to-day performance of the team in line with Konica Minolta processes, practices and systems to achieve SLAs and other performance needs Show less • Manage the processing of sales orders onto the SAP system ensuring that the customer requirements are being delivered ‘right first time’ • Continuously review all processes to ensure that the team are operating in the most productive and accurate manner possible • Implement and monitor a performance related KPI structure for all essential disciplines within department. • Ensure that all ISO and J-Sox procedures are continually adhered, to keeping concise records that show and… Show more • Manage the processing of sales orders onto the SAP system ensuring that the customer requirements are being delivered ‘right first time’ • Continuously review all processes to ensure that the team are operating in the most productive and accurate manner possible • Implement and monitor a performance related KPI structure for all essential disciplines within department. • Ensure that all ISO and J-Sox procedures are continually adhered, to keeping concise records that show and provide a full audit trial and actions taken against non-compliance or discrepancies. • Ensure active involvement in roll out of new product launches with proactive training and awareness. • Create efficiency reports for Management to demonstrate and promote service levels provide by department. • Manage the creation of contracts onto SAP • Ensure any credit notes to customers are correct and approved in line with company delegated authorities • Manage the resolution of customer queries and complaints in line with the business expectations, ensure full customer centricity • Deliver effective performance management to ensure people operate in an environment of high challenge and high support to leverage greater performance • Manage day-to-day performance of the team in line with Konica Minolta processes, practices and systems to achieve SLAs and other performance needs Show less



iPSL

• Team Manager

  • Aug 2007 - Jun 2015

  The Flagship Clearings Site for Lloyds Banking Group in the country, employing over 500 staff and covering the entire branch network for Lloyds TSB. The site is a major fraud prevention site with over £26 million of cheque fraud prevented. It is also responsible for all bespoke bank statement requests for all Lloyds TSB branches across the country. Duties Include: • Staff and Workflow management to achieve daily SLA targets. • Managing staff to drive performance and improve… Show more The Flagship Clearings Site for Lloyds Banking Group in the country, employing over 500 staff and covering the entire branch network for Lloyds TSB. The site is a major fraud prevention site with over £26 million of cheque fraud prevented. It is also responsible for all bespoke bank statement requests for all Lloyds TSB branches across the country. Duties Include: • Staff and Workflow management to achieve daily SLA targets. • Managing staff to drive performance and improve effectiveness to ensure KPI’s are consistently met. • Feedback staff performance through regular 1-2-1 meetings, appraisals. • Capacity planning to meet business demand during erratic workloads. • Ensuring staff morale is high through team engagement and incentives. • Ensure employees are trained in multiple areas to maximise flexibility within the site. • Ensuring quality assurance is maintained across all processes. • Dealing with customer complaints in a timely and efficient manner. • Compiling and reporting of daily MI converting complex information into easy-to-understand dashboards. • Being compliant with both the banking and the business banking code. • Manufacturing Lean within the team to maximise productivity, using Continuous Improvement techniques to create savings. • Design and maintain processes to ensure risk mitigation and to maximise productivity. • Contributing to projects on an Adhoc basis to improve service to customer. • Management of multiple SLAs simultaneously. • Strong communication skills, liaising with internal and external suppliers. Show less The Flagship Clearings Site for Lloyds Banking Group in the country, employing over 500 staff and covering the entire branch network for Lloyds TSB. The site is a major fraud prevention site with over £26 million of cheque fraud prevented. It is also responsible for all bespoke bank statement requests for all Lloyds TSB branches across the country. Duties Include: • Staff and Workflow management to achieve daily SLA targets. • Managing staff to drive performance and improve… Show more The Flagship Clearings Site for Lloyds Banking Group in the country, employing over 500 staff and covering the entire branch network for Lloyds TSB. The site is a major fraud prevention site with over £26 million of cheque fraud prevented. It is also responsible for all bespoke bank statement requests for all Lloyds TSB branches across the country. Duties Include: • Staff and Workflow management to achieve daily SLA targets. • Managing staff to drive performance and improve effectiveness to ensure KPI’s are consistently met. • Feedback staff performance through regular 1-2-1 meetings, appraisals. • Capacity planning to meet business demand during erratic workloads. • Ensuring staff morale is high through team engagement and incentives. • Ensure employees are trained in multiple areas to maximise flexibility within the site. • Ensuring quality assurance is maintained across all processes. • Dealing with customer complaints in a timely and efficient manner. • Compiling and reporting of daily MI converting complex information into easy-to-understand dashboards. • Being compliant with both the banking and the business banking code. • Manufacturing Lean within the team to maximise productivity, using Continuous Improvement techniques to create savings. • Design and maintain processes to ensure risk mitigation and to maximise productivity. • Contributing to projects on an Adhoc basis to improve service to customer. • Management of multiple SLAs simultaneously. • Strong communication skills, liaising with internal and external suppliers. Show less



Lloyds Banking Group

• United Kingdom
• Financial Services
• 700 & Above Employee

• Flow line leader

  • Aug 2001 - 2012



Cheque Clearings

• Clerical Officer

  • Aug 2001 - Aug 2007

  Piloted a (successful) fraud prevention technique that was then rolled out to centres across the country. Multi-skilled in all areas of the cheque clearing process. Ensuring that all work completed met all quality standards. Ensuring the completion of work within the agreed SLA, regardless of work volumes. Piloted a (successful) fraud prevention technique that was then rolled out to centres across the country. Multi-skilled in all areas of the cheque clearing process. Ensuring that all work completed met all quality standards. Ensuring the completion of work within the agreed SLA, regardless of work volumes.