Ben Taylor Email & Phone Number

Bedford, England, United Kingdom

Management of 2 teams of HR Data Analysts and Quality Assurance Executives.Coaching and motivating the team, ensuring understanding of and engagement with the company vision and values.Providing regular performance feedback and coaching for improvement, ensuring that each team member has the appropriate skills to achieve their objectives and perform well in their role.Forward planning for the team, identifying capacity needs to meet customer expectations.Recruiting and onboarding new team members, focusing on quality.Maintaining a positive and engaging work environment for the team, ensuring a fair and consistent approach, implementation of company policies and processes and a good work life integration.

St. Neots, England, United Kingdom

My job at Lifeplus was to motivate and support a team (of up to 15 agents) to develop positive relationships with customers to provide excellent customer service. Effectively coach the team to enhance their skills and embed a high performing team mentality.Hold regular 1-1s and conduct team huddles. I was accountable for team performance made up of KPIs and behaviours. Resolve complex customer queries and complete follow-up actions.Use bespoke IT systems to resolve and process customer orders and queries. Carry out call quality reviews and helped the team develop using a coaching approach. At peak times, I took calls and handled customer enquiries.Hiring and training of Customer Care Administrators. Take ownership of performance management, wellbeing calls and managing difficult conversations.

Ely

Elysium Prints is a e-commerce business I set-up from scratch to sell reproduction artwork and maps. The business has grown from strength to strength with growth of over 100% each year on year. All the aspects of the business have been managed by me. I have outsourced various tasks where my strengths aren't in. I have maintained constant responsibility of the following aspects:Marketing and Brand ManagementCustomer Service (pre and after sales)Accounting and FinanceBusiness DevelopmentDesign of the E-commerce platforms

Cambridge, United Kingdom

* Coordination and implementation of Customer Service training, assisting and accompanying new employees in the department.* Within a team, design and deliver effective soft skills training for Customer Service worldwide* Measure successes, developmental areas and provide feedback to new employees and Office Management* With the Center Manager determine the training needs of Cambridge in order to help drive missing skill gaps in Customer Service Department* Coach and mentor Customer Service Executives where necessary to aid their performance and development* Work closely with the global T&Q department to ensure consistency for all Customer Service training materials* To create an excellent first impression to all new starters to the department, remain professional at all times and ensure the Team Leaders are fully aware of their new team members development needs* Identify individual training needs, through the completion of a training needs analysis and design, adapt training to meet these needs* To work closely with the Center Manager to ensure the new starters lateness/absence and behavior is meeting expectations and has the ability to identify and address issues as they occur* Deliver positive and constructive feedback to all levels within the Customer Service Department* Will be a point of contact for all new starters and will offer support to them throughout the training period and their probation

Cambridge, United Kingdom

· Liaise between the guest and accommodations: modification of reservations, handling special requests and complaints by phone and e-mail;· Delivering high level of customer service;· Actively participate in various projects within the department;· Promote the Booking.com culture along with mycolleagues;

Cambridge, United Kingdom

Business to Business C-Level SalesExpanding CRM DatabaseFacilitating hosted conferencesMarketing

Bachelor Of Business Administration (Bba), Tourism And Travel Services Management

Activities and Societies: Social Event Organizer Started own Business Organized Charity Run in University's nameThe course Management.

High School, Sociology And Economy

Activities and Societies: Social Committee, Host for Open PodiumVWO - Voortgezet Wetenschappelijk Onderwijs - Economie en Maatschappij..