As a supplier analyst my main responsibility is to monitor spend with one of our third party customers and ensure spend is kept within the yearly budget by collating spend data and doing trend analysis. Following completion of the trend analysis I will provide feedback and suggest process improvements.

I currently manage a team of 11 frontline agents who are responsible for deploying and managing all breakdowns for heavy/commercial vehicles. As the functional manager of this department it is my role to review and change processes in order to provide first class, efficient customer service.All aspects of absence management and disciplinary management for my team are my responsibility.

I was a customer manager in the Jaguar Land Rover centre at The AA. I managed a team of 15 front line agents who were responsible for sourcing replacement vehicles for warranty customers.As a functional manager it was my responsibility to ensure we were meeting all KPI's set by our external customer aswell as delivering world class customer service.As a customer manager I was also responsible for all staff management such as monthly appraisals, absence management, displinaries and HR admin.

As a service quality consultant I was responsible for managing customer service within my dedicated area. On a daily basis I would have to come up with tailored service for vulnerable customers aswell as mentoring frontline agents to ensure first class service started at first contact.

I was part of a small recruitment team responsible for cv screening, planning in interviews, conducting phone and face to face interviews. As part od the recruitment piece I was responsible for all administrative aspects following a job offer including updating HR systems with salary. Whilst working as part of the recruitment team I was also heavily utilised for administration work across The AA, this included meeting minutes, pro forma's, invoices, equipment maintenance and management.

I started at The AA as a customer service advisor, responsible for dealing with queries from our outdoor resources.