Carlene Purcell Email & Phone Number

Salford, England, United Kingdom

Manchester Area, United Kingdom

I am passionate about all customers getting the right outcome. I am especially focused on vulnerable customers and their ability to access services effectively and with the right support. This stems from my own personal experience with vulnerability. I am skilled at supporting staff in their development to deliver the best customer outcomes and enjoy celebrating their achievements. I enjoy working within a team and collaborating with colleagues from across the business to drive consistency and performance. I am experienced in carrying out trend analysis to identify risks and development areas for business improvement.

Cheadle, England, United Kingdom

My role included working with existing staff in need of one to one training, developing training material and induction training. Induction training was the main part of my role and included working with up to 12-14 learners. I facilitated training to support their learning and development to become competent in their call handler role. My responsibilities include training business products, policy, and procedure. I was also responsible for ensuring learners compliance in scripts/conversation guides and delivering a world class customer service.

Cheadle, England, United Kingdom

I began my career at the AA as a CSA, and have worked in retention and Member Sales and Services, I had a successful time on the phones and was nominated for a Quality Award at the AA Road Contact Centre Awards.

Bachelor'S Degree, Youth And Community Work, First Class Honours (1St)

My degree focused on informal education and techniques to engage participants in issues affecting them. Throughout the duration of my.

Nvq Level 3/4 - Learning And Development, Pass

Modules included- · Understanding the principles and practices of learning and development, level 3 · Reflect on and improve own practice.