Experience

Connected World Services (part of the Carphone Warehouse Group)

• United Kingdom
• Telecommunications
• 1 - 100 Employee

• Senior Insurance Claims Team Manager

  • Nov 2017 - Present

  As a Senior Manager gaining promotion within 3 months of joining the company with a new client. I am resposible for 7 Team Managers & 85 FTE. My role is to lead, motivate, develop, coach and drive the business within a FCA regulated third party sector insurance contact centre. Delivery of an enhances customer journey & experience within company efficiencies through qualty (CSAT & NPS) & overall customer & staff engagement. Encourage a partner relationship between the customer and ourselves and maximising on all opportunity to add value to the customer’s journey, through understanding & also vigilance to ensure security and brand loyalty giving a competitive edge on every interaction. Working to company standards and FCA regulations, also ensuring that the customer and client are wowed on deliverables and customer feedback. By active management in real-time, to minimise loss in each and every interval. Show less



John Lewis & Partners

• United Kingdom
• Retail
• 700 & Above Employee

• Call Centre Team Manager

  • Sep 2016 - Nov 2016

  This was a position that was a fixed term contract of 9 months. The role itself was to create a lean working environment whilst I held responsibility for 18 FTE. The Team Manager role was located at John Lewis Contact Centre in Didsbury, Greater Manchester. I held responsibility & accountability for 18 FTE, dealing with the day to day management of the team, daily coaching & support, operational support to my CCM, whilst delivering on KPI’s on a daily basis. This was a position that was a fixed term contract of 9 months. The role itself was to create a lean working environment whilst I held responsibility for 18 FTE. The Team Manager role was located at John Lewis Contact Centre in Didsbury, Greater Manchester. I held responsibility & accountability for 18 FTE, dealing with the day to day management of the team, daily coaching & support, operational support to my CCM, whilst delivering on KPI’s on a daily basis.



BT Group

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Call Centre Manager

  • Jun 2014 - Sep 2016

  I held a position or Team Manager within BT Consumer managing a team who deal with a variety of Inbound calls from BT's customer's with a variety of call drivers including, PSTN Faults, Broadband Faults, BT TV/Vision Faults, BT Mobile, Billing along with a variety of additional call drivers. In depth knowledge of landline & Broadband faults & diagnostics knowledge & expertise. The primary responsibility of my role is the day to day management of my team through coaching, support & development focussing on the customer journey & overall experience by striving to deliver the BT values during each customer interaction. There are a number of key KPI metrics to achieve, including FCR/Repeats, Customer Satisfaction & NPS score, handling time (LACHT), WRAP, Hold Time, 7 & 28 day repeats, Complaint Prevention Score (CPS) & Sales Through Service. The role is primarily focussed around coaching & managing the team, leading by example, customer escalations, focussing on the behaviours that the team are demonstrating, focussing to reduce the variance within the team & across the department. The role included conducting weekly & monthly performance reviews (121's), side by side & remote call listening, call levelling sessions, generating reports, dealing with HR cases including conducting fact find's, attendance management, delivering appraisals in line with the company’s policy & any ad hoc duties. Show less



Sky

• United Kingdom
• Broadcast Media Production and Distribution
• 700 & Above Employee

• Operations Team Manager

  • Jul 2010 - Jun 2014

  My role consisted of managing a team within the Customer Welcome Team advisors, who dealt with inbound calls relating to Television, PSTN & Broadband contacts from the customer base. The primary responsibility of the role was the day to day management of my team who have two main KPI’s, Customer Satisfaction Survey Results & Sales (STS), along with the daily management duties of my team, managing adherence, conducting monthly 121’s, coaching, appraisals, absence, lateness & disciplinary cases & personal development plans. I took on the role of covering my CCM due to project work being conducted which provided me with the opportunity to manage the Team Managers across the business area, thus allowing me to gain a greater insight across the teams who reported to me. Show less



BT Group

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Customer Service, Billing & Provision Team Manager

  • Dec 2007 - Jul 2010

  The role consisted of managing a team of 25 inbound advisors, dealing with a variety of customer calls, which include billing, provision & customer service enquiries. The Team Manager role is diverse, & includes day to day management of the team & the customer contact centre, ensuring that the department is running as efficiently as possible. The key responsibilities of the Team Manager position is providing continued support, advice & encouragement to all members of staff, to enhance their business knowledge, whilst delivering exceptional customer service during each customer interaction, whilst adding value by promoting additional products & services to all customers against their set individual, team & department objectives, ensuring that we exceed our KPI’s. This role required a number of key skills in order to be successful, including strong leadership, organisation, communication skills, ensuring that you lead by example, providing support & encouragement to all members of staff, to ensure all advisors exceed their individual targets, ensuring that this results overall business growth. Show less



Morgan Stanley

• United States
• Financial Services
• 700 & Above Employee

• Sales & Business Relations Team Manager

  • Aug 2006 - Dec 2007

  I was initially required to set up the Sales & Business Relations department within Morgan Stanley. This involved high attention to deal, excellent communication & interpersonal skills, due to the speed & intensity of the requirement of the department to be set up. The role itself involved managing a team of 25 Inbound Sales & Internal Business Development Managers dealing with both new & existing business enquiries, whilst identifying opportunities to generate new business leads with every contact to ensure team, department & company KPI’s & objectives were exceeded focussing on sub prime mortgage completion rates. Show less



Bank of America

• United States
• Banking
• 700 & Above Employee

• Customer Service Manager

  • Mar 2005 - Aug 2006

  The role involved managing a team of 25 Customer Service Specialists. The role is varied, & includes daily management of the team, reviewing their individual development, offering support, advice & encouragement to assist them in furthering their careers. The role involves management of the department’s call volumes, ensuring that we achieve KPI’s, but deliver a high standard of Customer Service, & add value on every call by offering our Customers additional products & services that interest them. In July 2006 I also achieved recognition within the department as Revenue Manager of the Quarter, for the achievements of my team’s results. The role of Section Manager requires strong leadership, organisational & delegation skills, to ensure that all aspects of the role are completed to the highest standard. In addition to this, I also maintain regular contact with our Customers & handle escalated calls & correspondence to uphold Customer Satisfaction. Show less

• Customer Relationship Manager

  • Sep 2004 - Mar 2005

  Whilst holding this position I had the responsibility of working in a number of different business areas, these areas included, Customer Satisfaction, Customer Loyalty (Retention), Customer Assistance (Collections), Credit (Under-writing) & MACS (Correspondence). During this time, we were expected to complete Manager cover when required, to cover sickness & holidays across the business, & when required to deal with customer enquiries to assist the business in achieving their KPI’s & ensuring that the Customers experience was of the highest standard. This role involved you to be extremely flexible, as your schedules could change by the day. This was a thoroughly enjoyable time, as it gave me the opportunity to enhance my business knowledge across a large number of Customer Contact Centres, by allowing me to manage in these areas, but also deal with Customer enquiries, which gave me a greater appreciation for the business as a whole. Show less



MBNA

• United Kingdom
• Financial Services
• 200 - 300 Employee

• Customer Service Team Leader

  • Aug 1998 - Sep 2004

  As a Customer Satisfaction Team Leader I assumed responsibility for 23 Customer Service specialists. This role involved balancing the requirements of your team, in terms of support, side by side Coaching, whilst monitoring their individual & team performance, & ensuring that the team & department goals were met. This role required you to manage your time effectively, & ensure that you were organised, to ensure that your own individual responsibilities were completed on time & to the highest standard. The responsibilities of a Team Leader included, conducting monthly 121’s with each team member, writing & delivery of Appraisals, dealing with escalated Customer calls & supporting the development of the individuals on your team. In March 2003 I was recruited to assist the migration of the Alliance & Leicester Credit Card portfolio. This involved regular interaction with the Operations Department, & ensuring that all existing processes that were in place for our existing credit card Customers were also set up prior to the migration of the portfolio. Show less