NEC Housing TrainerNEC Mobile TrainerProcess writing for new systemsOn-site support for technical PDA issues.NEC Super userScheduling

• Managing a team of up-to 10 Customer Service Advisors, includes performance & absence management • Running the Operations Contact Centre during weekends, often overseeing circa 100 staff • Leading during operational incidents impacting customers on a large scale, ensuring key service levels are met & exceeded• Managing and influencing internal and external stakeholders, ensuring that objectives deliver quality and within specified constraints of cost risk, time, and benefit• Control all project communications, including the regular reporting of project status to different partners around the company• Attending and facilitating conference calls with senior stakeholders at Director and Exec level• Analyse data to understand trends in performance, create succinct action plans to address performance and knowledge gaps• Identify any operational areas of opportunity or improvement to the appropriate internal teams, ultimately leading to improved customer experience• Facilitating team meetings, huddles, and one-to-one meetings with team, creating SMART objectives to become an efficient & competent team

On my return from travelling, I started in the Operations Contact Centre for Thames Water as a Customer Service Operative. My day-to-day tasks included:• Customer contact• Data Analysis• Floor walking / support• Liaising with internal stake holder• Complaint management & Escalation• Correspodence request fulfillment

• Candidate attraction / Management • Business Development calls, arranging & attending Meetings. • Winning new business with Client ‘eshots’ and drop-in visits • Setting my own targets, working towards ‘KPI’s’ • Managing Candidates hours and performance completed Hays 12-week training plan and Hays 9-month Industry Leading Training Modules• Holding interviews with successful candidates

Responsible for carrying out the following within high and low hazard facilities.Condition based maintenance (CBM)Planned and routine plant maintenance Air Flow system maintenance and checks Environmental maintenance Local Exhaust Ventilation (LEV) UPS maintenanceDV Vetted