Experience

Jacobs Enforcement

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Collection supervisor

  • Sep 2020 - Present

  Due to me consistantly surpassing my previous expectations of me i was given the opportunity of a new role, which consists of helping all call centre staff maximise there calls to get a higher bonus which in turn means the business gets alot more cases resolved. I will listen in to staff to see where they may be going wrong then give one on one training to help them achieve more. This role has taught me that not everyone can be trained the same way so i have had to adapt and change my way of training to get the best outcome out of every staff member.Once training has been given i will sit them down and go over everything again so they are clear and if they arent book in additional training so they are more comfortable and find there roles easier.

• Enforcement specialist

  • Sep 2016 - Present

• Compliance Agent

  • Oct 2014 - Sep 2016

  In this role I have to make contact with debtors for priority debts such as council tax, car parking fines and business rates for our clients. I have to make a minimum of 100 calls a day and average 90%call quality currently I average 95% call quality average and a minimum of 150 calls a day on outbound calls. Within these calls I have to ascertain what the debtors current financial situation and if there is any vulnerabilities within the property and come to an agreement for repayment, and advise of the payment methods and consequences set out via the ministry of justice. When it gets busy in work I have to take inbound calls also to relieve the call hold time to reduce call loss.



Scottish Power Energy Networks .

• Customer Service Associate

  • Oct 2013 - Oct 2014

  In this role I had to interact with customers who would call in with power issues I had to run through some standard questioning and ascertain if there was any power loss or if it was an internal issue. I had to sympathise and empathise with the customers position as they would have no power in some cases of excess of 18 hours at this point I would escalate this into a complaint to the relevant department so that they could receive any compensation, due to my efficiency in doing this I was then trained on what we call messaging in which I would have to compose outbound voice recordings for anyone that calls in for that specific area with the information from the job as in what damage has happened and restoration times. I was heavily marked on this as this was the first incoming message distressed customers would hear my quality for this was between 96 -100% which was across the board for my calls as well.



The Contact Company

• United Kingdom
• Outsourcing and Offshoring Consulting
• 100 - 200 Employee

• Customer Service Associate

  • Feb 2013 - Oct 2013

  I have just moved onto the LIFE mobile campaign, and I am already enjoying the challenges that associated with such a new opportunity in The Contact Company. So far I have risen to the challenges that I have faced, these challenges includes dealing with difficult customers also I have gained the ability to retain complex information and communicate this effectively to colleagues on the campaign as well as a wide variety of customers and third parties involved with the campaign.



Vodafone

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Senior Sales Consultant

  • Nov 2010 - Feb 2013

  My primary role was to brief and mentor the staff in how to sell new promotions throughout the North West Region and to sell mobile phones. I was in charge of assessing Key Performance Indicators of my team and together we hit targets every month without fail; my personal targets were consistently exceeded by at least 50%. As time went on I was given additional responsibilities. I have a keen eye for detail and perfectionist nature which are the main reasons for my line manager giving me the responsibility of cashing in and out and opening and closing the shop. I was given the title “apple rep” because of my knowledge of the technology and IOS systems processes. I learned many things in this job mainly how to act within the team mentoring and coaching other staff as well as getting to deal with customers face to face on a daily basis I have had to adapt as the economy changed to be able to sell and focus on different areas. I was heavily involved in building team cohesion and assisting with management of sales technique quality. I finished in the top 5% of the entire company for sales in my first year and my second. I the additional responsibilities dealing with escalated customer complaints. This meant I had to investigate complaints made by customers and inform them of amicable resolution taken their needs and expectations into consideration as well as balancing the business rules and needs.