Cheryl Keen work email
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I have 19 years of Inbound/outbound Management experience working with the public over the phone and face to face. Proven experience of managing and developing groups of consultants, ensuring that they deliver the best customer experience. I am an outgoing individual who is hard working and enjoys a challenge. I am confident working within a team or on an individual basis
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Customer Operations ManagerOnecomTrowbridge, Gb
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Customer Support ManagerGradwell Communications Limited Nov 2018 - PresentBath, United Kingdom -
Senior Team ManagerAviva Feb 2015 - Present• Implementation of the process changes throughout the launch of the new team• Supporting the trainers whilst in the training environment and feeding back where necessary on the sessions being delivered.• Monitoring KPI performance for the team call handling time, to ensure they are performing within the targets set within the business.• Coaching and developing plans, from weekly coaching to monthly reviews and where necessary action plans put in place.• Regular communication to the teams and across the sites of the business. Delivering key information to support the role they perform.• Handling customer complaints when escalated to myself, finding an acceptable resolution and escalating through the business.• Communication of changes implemented throughout the new legislation in the most appropriate manner• Ensuring that consultant are in the right status throughout the day to deal with the call Q’s effectively.• Amending the day to day bookings and cancelling where necessary to meet the needs of the customers.• Booking holidays and time off so that adherence is at acceptable levels.• Liaising with my peers for support where required and being supportive in any absences.• Performance Management, highlighting to the Management team of any concerns experienced.• Encouraging training to further the knowledge of the team on the processes available -
Sales And Customer Service ManagerNectar Imports Ltd Nov 2016 - Jun 2018Berwick St Leonard, Wiltshire, United KingdomRecently made redundant and seeking employment -
Team ManagerDatabase Factory Uk Ltd Sep 2012 - Feb 2015Ringwood HampshireDevelopment• Monitoring KPI performance • Coaching and developing • Reviews and Appraisals• Regular communication • Handling customer complaints Resource and Planning• Monitoring individual/Team status’s• Amending the day to day bookings. • Booking time off• Liaising with my peers • Performance Management Campaigns I have managed• Hidden Hearing > Outbound• Hotel Chocolat > Outbound• RHS > Outbound• Hastings Welcome Call > Outbound• Hastings Customer Service > Inbound -
Team ManagerVirgin Media Sep 1999 - Apr 2012Trowbridge WiltshirePeople Management / Leadership• Coached and developed team members to high standards of customer service and recommended courses of action to ensure this occurs.• Managed conflicts within the team to build harmony• Regularly reviewed individuals’ performance throughout the year. Set individual development plans based on the need of the individual, monitored progress and provided coaching and support as required to ensure performance improved and targets and standards were achieved• Developed a climate of enthusiasm, team work and pride of the business we work for• Managed the time and attendance of individuals. Managed absence in accordance with Company guidelines• PCI / DPA compliant within the data we hold and any information we divulge. Communication• Delivered effective messages to individuals in the most appropriate manner• Reported performance achievements to my line Manager on a regular basis, ensuring there is evidence to support this• Actively involved in group working sessions, participating fully with colleagues and taking away actions to follow up on• Facilitated group discussions within the team to share best practise• Providing feedback whether positive or negative to individuals in a manner which allows them to develop moving forwardResource and Planning• Effectively delegated workloads amongst groups of individuals• Utilised the skills within teams to ensure the best person for the job is selected• Negotiated resource to complete workloads on a daily basis to meet the expectations of our customers.• Measured productivity to ensure that we are getting the most effective individuals completing the work. Thereby reduced the need to repeat calls• Liaised with 3rd parties to build good working relationships
Cheryl Keen Skills
Cheryl Keen Education Details
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Saint Edmunds Salisbury -
St Edmunds Gilr School In LaverstockSecondary School
Frequently Asked Questions about Cheryl Keen
What company does Cheryl Keen work for?
Cheryl Keen works for Onecom
What is Cheryl Keen's role at the current company?
Cheryl Keen's current role is Customer Operations Manager.
What is Cheryl Keen's email address?
Cheryl Keen's email address is ch****@****tar.net
What is Cheryl Keen's direct phone number?
Cheryl Keen's direct phone number is +4479143*****
What schools did Cheryl Keen attend?
Cheryl Keen attended Saint Edmunds Salisbury, St Edmunds Gilr School In Laverstock.
What are some of Cheryl Keen's interests?
Cheryl Keen has interest in Animal Welfare, Children, Health.
What skills is Cheryl Keen known for?
Cheryl Keen has skills like Team Management, Customer Experience, Management, Call Centers, Performance Management, Team Leadership, People Management, Outsourcing, Customer Service, Change Management, Sales Management, Stakeholder Management.
Who are Cheryl Keen's colleagues?
Cheryl Keen's colleagues are Katy Brown, Kurtis Barrett, James Harden, Belinda Woodhams, Deva Jana, Kelly Llewellyn Assoc. Cipd, Michael Fisher.
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Cheryl Keen
Technical/Admin/End User Trainer On Mitel, Aastra, Ericsson, Avst, Cisco, Skype For Business, Splicecom, Horizon, AvayaSmall Dole1tiscali.co.uk -
Cheryl Keen
Senior Health And Safety Advisor At Nottingham City Council Housing ServicesGreater Nottingham1nottinghamcityhomes.org.uk -
Cheryl Keen
Everypaws Gentle Goodbyes 🐾🩺❤️Locum Veterinary Surgeon // Team Gb Age-Group Duathlete // Ironman Kalmar 2023 ✅️/ Copenhagen 2024 ✅️England, United Kingdom -
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