Experience

Dimensions (A Mi Hub Brand)

• United Kingdom
• Retail Apparel and Fashion
• 100 - 200 Employee

• Customer Support Manager

  • Jan 2022 - Present

• Customer Service Team Lead

  • Oct 2019 - Jan 2022

• Customer Services Team Leader - Royal Mail and Security and Services Team

  • Aug 2017 - Oct 2019

• Customer Service Coordinator - The Royal Mail Team

  • Jul 2017 - Aug 2017

  Taking calls, placing orders via phone and email. Resolving website issues and assisting colleagues with both account and system knowledge.

• Customer Service Coordinator - Travel Leisure Team

  • Mar 2017 - Jul 2017

  I worked on the Travel and Lesuire Team and looked after the Premier Inn and First Group Bus Accounts. I assisted the customer with placing orders, any queries and complaints they had.

• Customer Service Team Coordinator - Banks and Insurances

  • Nov 2016 - Mar 2017

  My duties included dealing with Santander and Swinton staff and any queries, complaints and orders they wish to make via phone and via e-mail. I also assist on the overflow to support my colleagues with their banking customers. I also support the British Airways Team by taking calls

• Customer Services Team Leader – Security Service & Retail

  • Aug 2015 - Nov 2016

  I use to look after the Security Service and Retail Team, which had 10 colleagues in it and who looked after high profile customers. I ensured that all the accounts were kept up to date and meet the set SLA of 24 hours and rectified any falling short of this. I also dealt with staff holiday requests, did their return to work meetings once they returned from a period of sickness and conducted formal absence meetings in accordance with the company policy. I carried out coaching with the team to ensure that they were all performing to the standards set by the company. I did monthly 121’s with my team and discussed their performance and used KPI and call scoring data to feed this back. I also did PDP’s with staff (who have requested this) in order to assist them with the career development. I use to call monitor as I believe this was important for the Coordinator to have feedback and by doing this we could identify if there was a need for further training. Show less

• Royal Mail Team Leader

  • Nov 2010 - Aug 2015

  My duties as The Royal Mail Team Leader was to ensure that the team met the 24 hour SLA on emails and uniform orders received from the customer. As Royal Mail is our largest client I had to ensure that I attended regular project meetings with my Manager and Account Manager to ensure my team were hitting sales targets and achieving the SLA and motivate the team when they were not. I held probation meetings with new starters and ensured that all necessary coaching was carried out by either myself or arranged for this to be actioned with the appropriate team member. I did monthly 121’s with my team and discussed their performance and also did PDP’s with staff in order to assist them with the career development. I also designed a call monitoring form as the company didn’t have one. I used this form on my team and use to feed their calls back in their monthly 121’s. Show less

• Royal Mail Uniform Co-ordinator

  • Sep 2007 - Nov 2010

  My duties at Dimensions included dealing with Royal Mail staff and any queries, complaints and orders they wish to make via phone and via e-mail.



Egg

• Banking
• 100 - 200 Employee

• Internet Customer Services/Sales Centre Associate

  • Dec 2001 - Aug 2007

  My duties at Egg included dealing with customer queries and complaints via phone and via e-mail. Whilst at Egg I mainly worked in the Credit Card Department. However I also assisted the Lending Department by taking customer through the first part of an Egg Loan application. We took up to 100 calls a day and when we were working on emails we would action anything from 150 – 200 emails a day. My duties at Egg included dealing with customer queries and complaints via phone and via e-mail. Whilst at Egg I mainly worked in the Credit Card Department. However I also assisted the Lending Department by taking customer through the first part of an Egg Loan application. We took up to 100 calls a day and when we were working on emails we would action anything from 150 – 200 emails a day.



British Credit Trust

• Financial Services
• 1 - 100 Employee

• Administrative Assistant

  • Jan 2001 - Sep 2001

  My duties included handling both incoming and out going post, dealing with customer enquires both via post and phone, photocopying, filing, data inputting, preparing minor reports and assisting other departments when general assistance required. My duties included handling both incoming and out going post, dealing with customer enquires both via post and phone, photocopying, filing, data inputting, preparing minor reports and assisting other departments when general assistance required.