Angela Whyte Email & Phone Number

Standford House

Following on from the successful set up of a retention function within Service Delivery to ensure that our large SME and Corporate customers have a point of ownership and contact to support the provision and installation of their data circuit.I am now moving to Direct Business Sales to apply my skills retaining our high value customer base. This is both an opportunity to retain current revenue streams, delight our customers whilst designing and implementing clear and structured processes.

Standford House Warrington

Working as part of the Service Delivery function I take escalations from senior manager within the business at any point in the provisioning process.I utilise my knowledge of business processes and systems along with my excellent complaint handling skills to ensure we deliver the service and ensure the customer has a great experience.

Standford House Warrington

This year I was one of the first within Business Service to complete the Expert programme which gave me an enhanced skill set in coaching, supporting colleagues, driving an enhanced customer experience and improving processes.This promotion has increased my network not just across TalkTalkBusiness but across the Group. • I am the first point of contact for SME advisors who require help with a call, require an escalation or assistance in resolving a complaint.• I deal with escalated management complaints and feedback received via Fizzback surveys. • I have also had the opportunity to work with the process teams and I am currently involved in changing the complaint handling process. I have also recently revised the scorecard for salesforce enquiries to ensure that quality requirements are met consistently by all agents.• On a daily basis I deal with all aspects of calls, e-mails and live chat including billing, credit control, line moves.• I deliver an excellent customer experience and achieve all productivity and quality targets. • I cover management annual leave and assist with the management of New Entrants. • I regularly provide feedback on process improvements and take opportunities to provide feedback and suggestions to help shape the successful future of TalkTalkBusiness

Gemini Retail Park Warrington

I was responsible for 15 sales executives in a highly motivated and pressurised business sales environment. I was driven by a sense of achievement against set goals and also by improvements to process and working practices.• I used my excellent leadership and people management skills to motivate and develop the team to meet and exceed sales targets in a highly competitive marketplace. • I managed one of the few Specialist Outbound Calling Teams within the Business Environment and a number of my team were regularly recognised for generating the highest volume of revenue for the business on a monthly basis. • This role involved a high degree of organisation and effective time-management prioritising tasks and workloads. • Within the Business Environment I took on board lead roles in a number of the key areas including bonus, targeting, calling data, recruitment and performance.• Also because of my experience and expertise I am regularly given staff that are perceived to be difficult to manage.• I was regularly requested to spend time with site visitors from training, marketing, business improvement and compliance.

Gemini Retail Park Warrington

FROM: October 2002 Seconded Support Manager for Regional DirectorTO: June 2004 Seconded Centre Manager BT Consumer ServiceWorking in the arena of Customer Service I was a role model at Team Manager Level achieving excellent productivity and customer satisfaction results I was soon seconded into more senior roles. The Regional Director personally requested me for the role to cover a period of Maternity Leave.Following this I was moved to a Centre Manager Role having responsibility for 10 line managers and 150 online advisors. During this 3 month period • I was required to organise the workload for the Regional Director and complete analysis of data relating to performance and business improvement. • During this time I also had to deal with a high volume of Confidential Information during a re-organisation rationalisation across all Consumer and Business Functions that reduced the volume of contact centres from 150 to 33. • Due to working with this role I have a good awareness of business structure and strategy.• As a centre manager managed 9 LTS cases back to work saving the business in excess of £11,000 per month.• The centre also improved its Customer Satisfaction Results over the 3 months of my cover having the best Customer Satisfaction Results within the country.• I took on board the Site Lead Role for Attendance working closely with Site Managers and Call Centre Mangers providing advice and Support on various Attendance issues. • I was involved within setting up the Healthcare Partnership which involved the on site agency partners, CWU and BT Managers.

Gemini Retail Park Warrington

FROM: January 1997 Team Manager Consumer Sales/Customer ServicesTO: October 2002 BT Consumer Sales Working in the arena of Consumer Service I was a role Model at Team Manager Level responsible for a team of 15 consumer sales advisors.• I achieved excellent sales productivity and customer satisfaction results. • During this time I had to deal with people management issues including the effective management of performance, attendance and discipline issues.

Hnc, Law & Politics, Hnc

Activities and Societies: HNC course in public administration including law, politics both uk and european and economics. .

Hlc Law And Politics