Supporting all levels of the business to design and deliver customer engagement route-ways and improve experience across all points of contact. Creation and implementation of internal service desk level 2 workflows, delivering necessary support services to internal and external customers. ⭐ Maximize contact centre customer experience and engagement through designing and delivering training across all levels of the business.⭐ Engaging directly with internal and external partners to identify, analyse, and implement resolutions for technical and customer engagement issues. ⭐ Creating and delivering bespoke process flows and training documentation, including onboarding, operational process, systems, and technical support packets. ⭐ Delivering customer and technical issue trend analysis and company reporting based on customer engagement and compiling of internal system reporting. ⭐ Designing Level 2 Service Desk internal workflows and departmental engagement strategies to improve our customer offering. ⭐ Managing contact centre engagement route-ways including Voice, Meta Suite, Google, Trustpilot, online chat, and automated chat functions.

Manages a team of coaches to deliver training and measure quality assurance metrics,providing one-to-one feedback sessions and focused coaching. Created customerjourney process documentation and change impact analysis, produced process designsand development, including agent support documentation. I oversee the managementof online review activities, including responses and reporting.⭐ Full project management responsibility of deliverying a new product line,launching an additional product across the business and managing the entire projectlife cycle, including overhauling the fibre router firmware and implementing a newcustomer technical support management system and a customer app.⭐ Significantly improved customer satisfaction demonstrated by securing the highestscore Country Broadband had received on Trustpilot within three months of workingthere.⭐ Drastically enhanced compliance scores through analysing and understanding howto improve current processes, implement new scripts and procedures, conducttraining, and manage change.⭐ Successfully created and implemented quality assurance across the customerexperience remit to ensure the contact centre consistently delivers high-qualitycustomer service.⭐ Thoroughly analysed the call centre systems, highlighting the issues with oursystems; identified the problems with our system and offered replacement options byliaising with third parties and organising bids.

I managed a team of six employer-account managers, engaging with employers,partners, and stakeholders across Essex. I provided training and support inengagement, sales, and relationship management skills, giving feedback, managingexpectations, and critically examining problems to design creative resolutions.Oversaw and supported the transition from the Kickstart programme to business asusual.⭐ Significantly improved onboarding customers across the region, increasing thedistrict's position from 5th and 6th to 1 st and 3 rd, depending on the KPIs measured, bydelivering training.⭐ Drove continuous improvement in key accounts with up to 100 businesses andsupported them through challenges and changes.⭐ Consistently reached and exceeded the targeted numbers of employers each weekas a district by ensuring agents conducted fruitful activities, had the correctinformation, and knew where to look for work.⭐ Effectively engaged with employers to promote utilising the service.⭐ Diligently planned, delivered, and attended events supporting the district's targetsand goals.

I managed employers in the Colchester area to support young people in the workplaceas part of the Kickstart programme.⭐Successfully pioneered the first in-person jobs fair/hiring event in Essex post-COVID,which included implementing social distancing and COVID regulations required to hostan event.⭐Consistently achieved targets which drove our area to be the number 1 office inEssex, competing with much larger London offices on sign-up and placement numbers.⭐Effectively managed employer and partner relationships and expectations by keepingthem up to date and supporting them in hiring young people into the workplace.⭐Significantly improved engagement from staff, listened to and implementedsuggestions for improvements, coached and created excellent office morale.⭐Diligently managed data and conducted root cause analysis to develop streamlinedworking processes.

Supported individuals to gain employment, dealt with enquiries, gave employmentand benefits advice, conducted meetings, built relationships with employers andcustomers, and made referrals for additional support.⭐Shortly after completing the coaching and systems training, selected to upskill andcoach other staff as demonstrated a natural ability to achieve targets and phoneconfidence.⭐Managed a weekly caseload of up to 100 people, encouraging people toenter/return to the workforce and providing solution-based coaching.⭐Successfully achieved targets for customers to progress into employment whilemanaging and supporting various complex needs.⭐Effectively assisted in managing employer relations and the Kickstart deliveryprogramme.

I sold travel products for six start cruise lines, liaising with customers, processing sales,and booking trips.⭐Meeting and exceeding targets and effectively handling a high-pressure working environment.⭐Effectively built strong customer and stakeholder relationships, leading to sales byeducating customers on their options and delivering excellent customer service.⭐Consistently achieved and exceeded all targets, maximising sales opportunities.⭐Won numerous cruise key awards for sales, for example, successfully selling cruisesfor a failing cruise line Silver Sea and was selected nationally as an advocate.⭐Delivered exceptional training in product and marketing developments, KPImanagement and data analysis to improve agent's performance.