Redfern is a predominantly online business travel management provider with an annual turnover of £250M – 300M, during my time the Customer service team expanded from 42 FTE to 89 FTE. Reporting to the board of directors, responsibilities included and not limited to: • Developing and overseeing the application of quality and controls across all aspects of service delivery.• Providing a high level of customer service through the effective management of the Operational Team Leaders and Assistant Team Leaders.• Controlling the departmental KPI’s through coaching and performance management. • Managing all aspects of a multi-channel contact centre ensuring business SLA’s are achieved through forecast planning, managing service delivery and ensuring resource-output is managed effectively to maximize tight budget deadlines.• Delegating tasks to Team Leaders in order to achieve project deadlines• Improving customer satisfaction and reducing customer churn.• Minimising attrition through employee engagement.• Challenging current process to improve productivity• Operational strategy and • Implementing and driving change on an expanding business in a multichannel contact centre.• Key account management and final point of escalation for query resolution.• Ensuring ISO9001 was achieved and maintained; audited as a department• Identifying, managing and mitigating business risk associated with all areas of the operation.• Overall responsibility for all operational work-streams.

Lead and managed a team of Case Managers and Succession Managers within Barclays PPI specialist complaints, who liaise with the Financial Ombudsman. • Focused on improving quality and ensuring business processes were followed.• Maximised efficiencies and output.• Ensured FCA/ FSA regulations where adhered to at all time• Developed MI reports, process improvements• Responsible for recruitment of new staff and interviewing.• Managed projects from start to finish, worked to strict deadlines• Worked within a newly established, department; tasked with developing and creating processes and supporting the development of these across the business.

Representing various furniture manufacturers and importers, managing accounts and sales into my designated area.

Various positions detailed below. During my time working for O2, I was nominated for employee of the year and also an individual award for top 5 individuals across the whole UK business. Business Customer Service/Sales Team Manager Oct 2005 - Jun 2011Managed and coached sales and billing service teams who are responsible for o2’s SME customers. • Managed a team of approximately 16 Full time employees in their day-to-day duties and uphold O2’s conduct, attendance and performance policies.• Delivered and facilitated class based training and ensured my team had the knowledge to deliver excellent customer service.• Scheduled and real-time planning to achieve SLA.• Delivered messages and gained buy-in from my team, colleagues and peers.• Coached staff on sales and service techniques and behaviours.• Created incentives working with limited budgets to increase sales, customer experience and overall moral in the work place.• Motivated and supported team members and colleagues at all times.• Delivered top results on various projects within business customer services E.g. Introduction of business landlines and internet within o2 customer services.• Ensured department objectives were met, working to strict deadlines• Supported my wider team; shared knowledge and working practices.• Planned and held scheduled, monthly and daily team meetings.• Facilitated appropriate fact-finds and formal disciplinary hearings.• Maximised sales conversion rates; ancillary and value-add products.

Interfaced between implementation and delivery on a new customer service system whilst also improving customer experience on the existing system.• Chaired cross-site process workshops and meetings to streamline processes and build into the new system.• Interfaced between design and implementation to ensure the system and processes were fit for purpose within business customer services.• Responsible for all User Acceptance Testing.• Project Leader for Business Customer Services.• Managed the implementation of a new system into customer services along with the processes• Created and developed lean processes for online customer services.• Gathered business requirements and managed the delivery to successful completion.

To coach and mentor customer service and sales teams.• Completed call observations and had to feed back to Advisors regularly.• First point for customer escalation requests.• Availability for Question and Answers• Provided on-going sales trainingDuring this time I was selected to help in the build of O2’s new system where my role included:• System testing• Process and workflow building• Departmental requirement gathering

To generate sales and retain O2 customers wishing to cancel contract through inbound and outbound calls in a busy call centre environment.