After a short break I am back to the Furniture Industry.

• To ensure the achievement of daily, weekly and monthly revenue targets through the successful management of the Contact Centre team• Overall responsibility for the smooth running of the Bookings department and Line Management of all staff• To help to achieve client retention and repeatable business to aid in the company delivering long term profitable growth.

Reporting to the Head of Compliance, I was responsible for the provision of an effective and efficient support service to Senior Management, Stores and Operations personnel when dealing with customer complaints. Provide administrative support to Operations in the form of written responses to complainants as and when these are necessary. Additional responsibilities to interrogate the complaints database to provide meaningful management information regarding the root causes of complaints. Investigate certain complaints as directed by the Head of Compliance.

Responsible for ensuring the smooth running of day to day operations within a busy call centre handling 2500 appointments per week. Managing a team of Call Centre Agents to guarantee customers and clients are served well and the company is represented in the best possible way. Duties include: * Providing visible and clear leadership to Call Centre agents to ensure all service levels and customer service KPI’s are achieved and to deliver optimum levels of productivity, service quality and revenue at all times * Forecasting and analyzing call data against budget figures on a daily, weekly and monthly basis * Accepting and resolving escalated queries to the mutual benefit of both the customer and the business * Participating in the future shaping of the department and its processes whilst ensuring all tasks are prioritised according to business requirements. * Call monitoring to improve quality, minimize errors and track agents performance * Performing staff appraisals and identifying knowledge gaps to feed into, shaping training plans * With support from HR, recruitment and selection of Call Centre agents in line with company guidelines * Providing timely and regular management reporting to Board members on all elements of call centre performance * Continually driving improvements to maximise the effectiveness of the call centre * Conducting root cause analysis to assist the Technical Manager in identifying underperforming Field Technicians * Business Development visits to high value customers to ensure continued working relationships * Developing and providing continuous support to Call Centre Supervisors ensuring they are capable of deputising in the managers absence whilst remaining productive at all times

Working in the temporary division for a high street recruitment agency. Key responsibilities as follows: * Review of candidate applications, management of the interview process and client/candidate feedback following interview * Making outbound sales calls to existing clients to promote the temporary recruitment service * Developing relationships with target clients through meetings, telephone calls and market research * Advertising vacancies appropriately within a range of media * Achieving revenue and KPI targets

Providing accessibility and first call resolution whilst providing an exceptional customer experience in a large logistics Call Centre. * Answering inbound calls in accordance with company guidelines * Providing customers with accurate product and pricing information based on their needs * Communicating accurate and complete shipment statuses using a bespoke IT system * Winner of Mystery Shopper award for 2002

Working in a Midlands Based call centre responding to customer calls and liaising with colleagues to ensure effective response to enquiries. Responsible for conducting customer satisfaction surveys in accordance with company guidelines.