Adam Carpenter Email & Phone Number

Manchester, England, United Kingdom

Manchester, United Kingdom

• Drive a selling culture within my team• Energise my team to deliver first class customer service within a fast-paced environment• Coach and mentor to raise performance and capability of the team• Utilise and exploit data to support with operational decisions• Implement a continuous improvement mentality within the team

Manchester, United Kingdom

• Lead colleagues in delivery of tasks prioritising customer first• Duty Manage in the absence of a team manager• Drive on the job productivity• Support colleagues through coaching and feedback• Maintain a safe and legal environment for colleagues and customers• Champion new ways of working within stores through an open mindset and positive attitude• Plan, allocate and follow through on delivery of task to a consistent standard across the store

Manchester, United Kingdom

• Deliver a great shopping experience for customers• Put customers before task every time• Complete tasks and processes that deliver ‘best in town’ standards• Receive and process deliveries• Maintain a safe loading bay

Manchester, United Kingdom

Manchester, United Kingdom

Provided 24x7 support for contact centre routing, IVR & reporting applications on a Cisco UCCE, including CVP & ICM, and third party connected stack: Aspect, QPC MIG, Rockwell, Syntellect.Designed, integrated and supported solutions, produced detailed technical specifications against business requirements.Supported leadership in understanding end-to-end customer journeys and the impact of faults on the overall service.Was technical lead on projects, including:• £15m introduction of self-service through IVR integration with back-end systems• implementation of QPC MIG for cradle-to-grave reporting• consolidation of regional contact centres in to national super centres.Reduced call transfer rates by 7% by designing and implementing optimized IVR decision trees.Kept outsourcing spend to budget by implementing algorithmic call allocation that met service level requirements while avoiding overspend.

Cambridge, United Kingdom

Determined call centre resourcing requirements • produced management information • maintained ACD and IVR systems

Cambridge, United Kingdom

Answered calls from customers experiencing a service fault and used problem solving skills to identify the right solution • Callers were occasionally angry, frustrated and aggressive so I gained a lot of experience in handling difficult situations and resolving conflict • Best average handling time, first call resolution and avoidable truck roll rates in my team

Cambridge, United Kingdom

Cambridge, United Kingdom

Answered inbound operator assistance calls • Consistently top call handling and customer satisfaction scores • Selected for complex call handling team

Cambridge, United Kingdom

Increased profits by: training staff to identity upsell opportunities • improving stock management processes to reduce waste • introducing regular team briefs to encourage employee engagement

Cambridge, United Kingdom

Supervised a team of 20+ in a £10,000 per day catering operation at a major visitor attraction

Cambridge, United Kingdom

Business Management

Btec National Diploma, Business & Finance, Distinction