Alex Brook Email & Phone Number

Newcastle Upon Tyne, England, United Kingdom

Newcastle Upon Tyne, England, United Kingdom

Delivering outcome-driven leadership while overseeing daily department operations, I direct and coach assigned teams across nine separate workstreams. I also control a department budget; analyse and report on key performance indictors across the areas of customer support, quality assurance, and team productivity; and deliver routine performance reports to senior management. Highlights of my contributions include: ♦ Optimising department policies, processes, and practices to better reflect standards for performance management, to include updating language relevant to HR procedures. ♦ Navigating a complex transition to a hybrid work model, creating documentation and training resources to maintain service standards and continue to meet SLA agreements. ♦ Improving the quality of onboarding training materials and championing cross-training opportunities among existing teams to maximize the capabilities of the workforce. ♦ Introducing new reporting and feedback tools to enhance the tracking of performance metrics, realizing a boost in team productivity, work quality, and employee satisfaction. ♦ Championing a continuous improvement stance while conducting in-depth reviews of existing business processes to determine opportunities for improved efficiencies, transparencies, and cost savings. ♦ Stepping up to head the UK Business Resource Group, embracing initiatives to boost employee engagement and improve engagement in charity events across UK hubs.

Newcastle-Upon-Tyne, England, United Kingdom

Leading the people and performance management function, I provided oversight to a team of 75+ direct and indirect reports while guiding the implementation of strategic and action plans supporting the achievement of performance objectives. To this effect, I steered training, development, and performance management; handled all aspects of monthly metric collection and analysis; and produced key reports and presentations for delivery to senior business stakeholders. Highlights of my contributions include: ♦ Reinvigorating performance management within the department by better communicating expectations to team leaders and individual contributors and opening doors for requests for additional support. ♦ Adopting a proactive stance in response to high levels of short-term absences within the department, heading the effort to better enforce absence policies and improve compliance and reducing the overall absence rate to less than 1%. ♦ Proposing the development and integration of a Workplace Mental Health policy for the Newcastle office, reinforcing the company commitment to a culture of supportive leadership and engagement.

Newcastle-Upon-Tyne, England, United Kingdom

Here, I provided motivational leadership to a team of up to 15 direct and 10 indirect reports while ensuring the attainment of set performance targets. Highlights of my contributions include: ♦ Serving as a highly engaged coach and mentor to inspire personal and professional growth among cross-functional team members.

Newcastle Upon Tyne, England, United Kingdom

Leading an assigned team of ~20 agents in executing strategies within this contact centre operation providing outsourced sales, technical support, customer service, and other solutions, I also developed and sustained effective working relationships with clients, managers, and other stakeholders.

Newcastle-Upon-Tyne, England, United Kingdom

Newcastle-Upon-Tyne, England, United Kingdom