-Engage with both internal and external stakeholders to deliver success for our major clients-Analyse business trends and look to make improvement to operational processes wherever possible-Completed Deputy Operations Manager Development programme, in order to fulfil my career goals and learn more around operational improvement.-Member of the Colleague Community Committee where I focus on engaging all our staff whilst working from home and in the office, making intrum a better place to work for everyone.-Lead in our Deputy Team Manager development programme to help our aspiring leaders of the future grow and achieve their goals-Empower my team with skills to improve their confidence, product knowledge and communication skills-I have built a coaching first culture which supports the business growth and development goals-Created a culture of high productivity to ensure we operate efficiently being there for our customers-Consistently recognise and reward the excellent performance standards set by our people-Support colleague development and succession planning through effective recruitment-Utilise peoples motivators within the department to achieve common business vision and goals-Plan schedules for team members weekly workloads based on forecasting and trends -Regularly achieve both individual and business KPI's- Lead complex HR and Absence cases in line with our policies.

- Serve as the lead point of contact for all customer account management matters- Build and maintain strong, long-lasting client relationships- Negotiate contracts and close agreements to maximize profits- Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors- Ensure the timely and successful delivery of our solutions according to customer needs and objectives- Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders- Develop new business with existing clients and/or identify areas of improvement to meet sales quotas- Forecast and track key account metrics (e.g. quarterly sales results and annual forecasts)- Prepare reports on account status- Collaborate with sales team to identify and grow opportunities within territory- Assist with challenging client requests or issue escalations as needed

-Engage, motivate and inspire my team to give their best. Provided guidance and support whenever needed. -Helped my team to have the best conversations with customers by putting the customers experience at the heart of everything I did and instilled that into my team. -Proven ability to motivate, empower, coach and develop people. -Track record of leading large teams in a contact centre environment. -Enjoyed a sense of ownership and was comfortable in working to and delivering on my own and operational KPI’s.- Recruited sales advisers for the business by conducting competency based interviews finding the best talent within the local community

On the job framework learning how to be a successful Customer Experience Leader within Sky. Attended regular training sessions monthly learning how to coach and lead effectively. Covered manager absence/annual leave for periods ranging from 1 week to 6 weeks.

Taking first steps into being a coach, working with both new and tenured advisers (typically underperforming) to understand their development needs and assist then to achieve their goals.

Have great conversations to meet our Customers.•    Take inbound calls from Customers who are thinking of leaving or want to make changes to their Sky package  •    Make outbound calls to customers who have left sky to entice them into returning to us winning back their custom•    Be a Sky Ambassador selling the right package to the right customerDone this by showcasing the following skills and demonstrating them every day:•    Brilliant at connecting with people  •    Ability to understand our customers’ needs  •    A passion for selling  •    Creative approach to problem solving

Outbound sales agent looking to add value to gas and electricity customers by adding home care insurance products