Becky Eley Email & Phone Number

- Creating and analysing customer survey data - Root cause and gap analysis to identify areas where we can improve the customer journey - Staff engagement - Telephony programming- Responsibility for training of new staff added to my role April 2014- Responsible for call centre staff quality.

Working within Vaillant's customer contact centre, I looked after resource within the call centre based on historical data and call delivery and projected volumes. The role involves reporting on employee productivity, reporting from the telephone system, analysis of data available within the telephone system, the management of the traffic within the call centre, being a central point of contact for holiday booking, absence reporting, recruitment, analysis of customer call behavior and assisting with any changes to the telephone system and IVR system.

Head of a Customer Care Team, looking after customer complaints, analysis of complaint trends and identifying root causes. Ensuring that MI from customer touchpoints was collated and actioned.

Handled face to face customer banking transactions and enquiries, sales and training of new staff.