Anna Jordan Email & Phone Number

Plymouth, GB

Plymouth, United Kingdom

Plymouth, United Kingdom

Plymouth, United Kingdom

Responsible for the delivery and continuous development of a customer focused, cost effective and efficient service improvement service.Responsible for the management of Acceptance into Service within TIS Service Management ensuring that new/and changed services are designed to meet the minimum service standards and have agreed level of service that meets.

Tavistock

• Responsible for the strategic and operational management of Claro’s Information Systems infrastructure, including the implementation and integration of system and technology initiatives and the effective running of.
• Researching and installing new systems where appropriate
• Analysing requirements and developing functional and design specifications
• Planning, developing, documenting and implementing IS plans
• Provide users with appropriate support and advice
• Managing crisis situations, liaising with external parties

Tavistock

• Responsible for a team of self employed consultants providing support to students in receipt of Disabled Students Allowance in Higher Education.
• Match consultants with students needs as outlined within the Needs Assessment Report
• To maintain internal relationships and external relationships with institutions
• Carry out regular, effective and efficient updates of the database
• Carry out recruitment processes, interview and select consultants
• Contribute to the content and presentation of company events

• Managed, motivated and developed a group of Team Managers, regularly being the best performers in the Centre.
• Ensured presence of teams met the predicted levels to support call volumes
• Ensured call volumes improved customer experience & generated revenue
• Analysed all Key Performance Indicators to monitor coaching, action plans and identify areas for improvement
• Held one to ones with all Direct Reports to review team and individual performance
• Run Call centre in Call Centre Managers annual holiday

Plymouth

• Managed, motivated and developed a team of Customer Service Representatives, ensuring a high level of performance was maintained
• Analysed weekly agent performance and quality reports identifying coaching needs, offering support, guidance and rewarding excellence
• Managed team’s adherence to company policies and procedures
• Managed team’s attendance to ensure at predicted level to support call volume
• Conducted interviews for Customer Service Representative vacancies

Managed a team of customer service representatives in the Credit and Collections departments, who dealt with correspondence via letters and phone calls.