• Manage a team of Customer Experience Advisors to support first contact resolution for high level escalated complaints.• Responsible for the control and development of people and processes and interact with customers and third parties to resolve complaints.• Development of, and responsible for the implementation and delivery of Complaints and Compliments strategies across the Addison Lee Group.• Ownership and resolution of executive and escalated complaints, these range from low level to VIP/CEO/Influencer complaints. I ensure that all customer complaints are thoroughly and fairly investigated within agreed service standards.• Effectively analyse results and interpret them so that the appropriate actions can be taken.• Provide reporting and commentary on complaint themes, investigations and resolutions for the Senior Leadership Team.• Provide in depth support and coaching to advisors.• Ensure my team are productive and maintain an agreed SLA.• Manage and monitor complaints holistically across multiple complaint work-streams. This includes online Social Media channels eg. Facebook, Twitter• Deliver brilliant service whilst exceeding operational targets to drive outstanding customer satisfaction.• Having excellent peer and stakeholder relationships, together with my ability to work under pressure in an ever-changing, fast paced environment.• Identify key trends on service failures and implement strategies to improve on this.• Responsibility for the health and well-being of my team. • Being an inspiring communicator who openly and collectively drives great team spirit.• Complete and feedback monthly quality observations on advisors to ensure the ALG values are maintained and upheld through exceptional written and verbal communication skills.• Responsible for the recruitment of staff into the Customer Experience team.

• Lead, engage and coach a team of individuals to deliver an exceptional customer experience in line with personal andoperational objectives.• Manage and monitor Plusnet Social Media channels through Facebook, Twitter & Community forums.• Provide a consistent and professional presence online, handling customer queries and issues, keeping it personal, simple and brilliant.• Effectively manage high level escalations ensuring full ownership is taken throughout the customer's journey. These would typically range from 1st level line manager escalations to CEO/COO complaints.• Provide excellent verbal and written communication whilst communicating efficiently and effectively.• Ability to overcome objections in a positive way, remaining calm under pressure.• I have an exceptional customer focus, with confidence to raise, discuss and progress customer impacting issues, whilst always remaining professional and consistent.• Ability to efficiently prioritise tasks to ensure I achieve outstanding customer satisfaction, meet personal targets and fully engage my staff.• Work collaboratively to develop effective working relationships across multiple teams.• Carry out ad-hoc projects/roles when necessary as required by the department.

- Worked in several business areas within Capita. I.e. HSBC, Erudio, EE, British Gas, Sky Betting & Gaming. - Motivate and inspire individuals- Identify what motivates my team, provide clear objectives, positive 121 relationships, become a role model, being accountable for performance, recognise good performance, effective communication.- Leader for teams of up to 26 people managing direct customer interactions. Responsible for the development of staff as well as management of quality and performance, working across multiple work flows.- Provide guidance, instruction, direction and leadership to a group of individuals.- Compiling key information for senior management business reviews, following in depth analysis into performance metrics.- In depth coaching with employees on the knowledge and skills needed to succeed within the job role, to provide excellent customer service.- Planning effectively in order to demonstrate compliance with the requirements of the client. Including involvement with periodic client calls- Provide a management escalation point, to ensure total customer satisfaction.- Innovating ideas to improve employee satisfaction and streamline overall business processes.- Chairing disciplinary and investigation meetings, to identify negative behaviours and effectively performance manage employees.- Performance management of employees against contractual KPI’s i.e. Sickness and Absence, Attrition etc.- Develop lasting solutions - not focusing on the symptoms of the problem. Identify the root cause and appropriate remedial actions to prevent repeat occurrences.- Acting up to the Operations Manager role, transferring my focus to engaging with Team Managers and holistic focus on commercial objectives in order to drive unit performance.- Overseeing my departments Sales, Lead Generation and business growth. Implementing improvement academies to overall drive the performance across the operational area.

Working on independent films eg. 'The Drift'Producing foley, SFX, Dialogue mixes etc.Recording location sound for film productions Working in studio environments

Temporary work position

This was a temporary work position.Responsibilities:- Editing of various school and graduate using Adobe photoshop.- Editing images in a professional and quick manner to keep up with distribution deadlines.- Had to quickly learn how to use Adobe Photoshop using various tools within the program to complete image editing.