Experience

Homefire

• United Kingdom
• Oil and Coal Product Manufacturing
• 1 - 100 Employee

• Outbound sales Team leader

  • Nov 2021 - Present

  My responsibilities in this role are: • Driving outbound sales in the contact centre • Following strict rulings surrounding coal burning legislation at all times • Running reports and using these to drive performance • Managing campaigns • Conducting monthly 1-2-1’s, meetings, disciplinaries, return to work meetings and consultations • Staff Training in rulings, process and sales techniques. • Find and report issues with processes to improve productivity My responsibilities in this role are: • Driving outbound sales in the contact centre • Following strict rulings surrounding coal burning legislation at all times • Running reports and using these to drive performance • Managing campaigns • Conducting monthly 1-2-1’s, meetings, disciplinaries, return to work meetings and consultations • Staff Training in rulings, process and sales techniques. • Find and report issues with processes to improve productivity



Porter Brook Medical Centre

• United Kingdom
• Insurance
• 1 - 100 Employee

• IT & Data Quality Manager

  • Dec 2019 - Oct 2021

  My main responsibilities were Managing a team of 8 data quality administrators Including staff’s meetings, coaching, 1-2-1’s, appraisal reviews, return to works and formal absence meetings. My team were responsible for proactively managing and developing the Data Quality department, ensuring that the electronic data stored in the practices clincial systems is recorded accurately and in a timely manner to support the practices clinical and business requirements. I am also responsible for all the practice’s Information technology needs including systems, programs, hardware, data, procurement and maintenance. I joined the practice a few months before the start of the Covid19 pandemic and since that time have organised and been project lead for the practices IT response. At the end of 2020 the practice was chosen as a vaccine centre and had to setup a clinic from scratch including the IT infrastructure and ensure everything was in place to be able to deliver vaccinations to our patients. I was responsible for managing the process to find and invite patients for their vaccinations. In our 8 month contract we successfully vaccinated 15,000 patients. This was all while I maintained my normal role. Show less



Plusnet

• Brazil
• Technology, Information and Internet
• 1 - 100 Employee

• Faults advisor

  • Apr 2016 - Dec 2019

  I worked with Openreach, BT Wholesale and Networks to solve faults and overcome challenges to provide the best customer experience possible. I trained agents in technical, faults and customer service roles across multiple sites. I have worked with Business improvement, revenue assurance and training to improve current processes as well as creating new processes to benefit the wider business. As part of this role, I had regular meetings with the continuous improvement team to help advise on company policy and changes and to provide insight into the customer support centre.I was able to identify problem areas of my department and report them to the appropriate level to ensure the right action is taken and have seen major improvement in doing so. I have taken personal ownership of many difficult complaints and seen them through to resolution as well as taking escalations from all parts of the business as I was considered a subject matter expert in my role. Show less

• Team Leader

  • Feb 2015 - Apr 2016

  • Providing coaching and being a point of contact for colleagues• working as part of a team and as part of the wider business including all parts of the BT group• Working to maintain target KPIs• Using technical knowledge to solve problems and issues.• Working across departments and sites• Providing service insight and identifying trends for Business managers• Working on new projects as well as improving ongoing processes across a wider business role. • Training multiple groups of new technical support and faults agents and helping people upskill to new roles.• Building rapport and working relationships with staff, team leaders, business managers and clients.• Overcoming challenges in a high intensity environment and dealing with challenging situations Show less

• Technical Support Specialist

  • Mar 2013 - Feb 2015

  • Completing set tasks within a customer facing role• Adhering to strict practices and maintaining Key performance indicators• Maintaining time keeping and organisation whilst achieving a high level of customer service.• Ensuring company values were upheld• Problem solving in a fast paced constantly changing environment