Adele P. Email & Phone Number

Liverpool, Gb

Southport, England, United Kingdom

June 2021 to Present• Manage multiple teams across department• Guide and manage team leaders in HR matters and performance management of various teams• Performance manage across the department implementing coaching and development plans tailoredto individual and group needs• Process mapping and reviewing for continuous improvement• Planning and execution of training plans for agents• Recruitment and onboarding of all staff• Managing medical negligence team, sign… Show more June 2021 to Present• Manage multiple teams across department• Guide and manage team leaders in HR matters and performance management of various teams• Performance manage across the department implementing coaching and development plans tailoredto individual and group needs• Process mapping and reviewing for continuous improvement• Planning and execution of training plans for agents• Recruitment and onboarding of all staff• Managing medical negligence team, sign up onboarding team and personal injury team• Ensure that all teams maintain a high quality of work and performance by implementing and creatingservice quality and KPI measures• Ensure business and department KPIs are met as well as individuals• Make commercial decisions in relation to department changes and improvements• Creation and maintaining of reports to higher management• Working alongside key stakeholders in the business to develop and implement new systems• Create work flows and scripts for team• Creating and implementing incentive schemes for the department• Managing day to day operations of the department Show less

Bootle, England, United Kingdom

My duties:Manage all commercial services internally & externally provided to our client.Liaise daily with the commercial services manager within our client's staff and facilitate any services/ project updates, management of expectations and delivery of service.Manage and liaise with outsourced service providers such as capita and tele performance, manage the KPI's and performance to ensure commercial, compliance and performance KPI's are met.Monitor and produce reporting for… Show more My duties:Manage all commercial services internally & externally provided to our client.Liaise daily with the commercial services manager within our client's staff and facilitate any services/ project updates, management of expectations and delivery of service.Manage and liaise with outsourced service providers such as capita and tele performance, manage the KPI's and performance to ensure commercial, compliance and performance KPI's are met.Monitor and produce reporting for service quality, compliance and performance across all areas of the business.Strictly manage and work along side our Service Delivery manager & Contract manager to ensure we are contractually meeting our client's standards.Manage any contractual change requests, impact assess within our business and manage this process.Liaise with the director around commercial business needs and manage any project/task set to ensure the business needs are met and to reduce costs.Various levels of project management, reporting, monitoring and collating data and reporting back into relevant management of various areas of the business.Work with internal stakeholders and clients to develop and deliver change and improvement initiatives that will add value, improve productivity, performance, and profitability.Manage Service Improvement Plans for each Client Account.Delivery of accurate and timely documentation of all client’s changes requests and requests for actionProvide documented reports to agreed format and approach on findings, showing detailed analysis, conclusions and recommendations for productivity improvements and ultimately improve the client KPI’s.Ability to carry out an effective root cause analysis process, acting upon your findings while ensuring an effective review process is carried out to identify positive impacts of the changeWork with internal stakeholders and clients to develop service improvement initiatives that will improve productivity, performance and profitability. Show less

Liverpool, England, United Kingdom

CCP is an independent outsourced contact centre providing inbound and outbound contact services to various businesses in all sectors of all size.Duties:Managing resources in order to meet client needsManage a team of 80 remote/office based employeesRecruitment of Teleagents, Team Leaders & Sales Executives, Invoicing • PayrollCash flow/ Budget management & Debt management • Client Management • Quality Control • Training new Employees • Ongoing support and… Show more CCP is an independent outsourced contact centre providing inbound and outbound contact services to various businesses in all sectors of all size.Duties:Managing resources in order to meet client needsManage a team of 80 remote/office based employeesRecruitment of Teleagents, Team Leaders & Sales Executives, Invoicing • PayrollCash flow/ Budget management & Debt management • Client Management • Quality Control • Training new Employees • Ongoing support and leadership of all staff.Plans for business growth strategy • Risk management • Leading by example • Managing via inspiration and best practices motivating team of remote employee.Being able to evaluate situations quickly in order to react to prevent losses. Flexible approach to work, highly motivated.Ability and motivation to work alone or as part of a managerial teamBeing able to adapt to any situation • Crisis management • Passion • Drive & Ambition Show less

Turkey

Greet customers at airportcomplete transfers and ensure guests arrived at hotel safelyHold Welcome meetingsSell trips and excursionsSell and book holidaysdeal with all complaintsmanage bookings and reservationsensure customers always happy and had the best holiday experience

Law And Criminology, Law And Criminology

Bachelor Of Arts - Ba, Dance