• Provide leadership to CS staff in problem resolution, process guidance and resolving complaints with adherence to policy and procedures. • Hire and train customer services specialists on new and existing procedures preparing CS staff to respond to customer needs, complaints and troubleshooting errors. Including providing training for new team members with a complete orientation program. • Provide order fulfillment activities on a select number of key accounts as needed. • Provide feedback on CS team performance, compliance with procedures and service to leadership and staff. • Identify operational issues, opportunities for continuous improvement and recommend enhancements. • Prepare metrics and reports for analysing data to assist in process improvements, procedure changes, service levels and goals. • Liaison with department leaders to maximise customer satisfaction through continuous improvement opportunities.

Responsible for a Global Customer support team to provide an excellent customer journey and aftercare support for our flagship product the Hero Arm. Building the infrastructure of Customer Support communication and communication strategy and aftercare communication strategy. Building the email templates and "Open Bionics Language" utilised across the business when communicating with our customers, during and after the clinical journey in successfully delivering their functional prosthetic.Creating the workflow process for how our Direct to Consumer and Business to Business journey functions, educating the processes and providing support where necessary to successfully implement the initiatives to improve the customer journey. Taking a Continuous Improvement approach to identify how we can further improve our internal processes to benefit the customer journey. An effective 3 step process, what happened?, what do we do to fix? and what do we do to ensure it doesn't happen again?Cultivation of new and burgeoning relationships with Clinics and onboarding a Customer Support Team in the USA and Germany. Integration and Management of the EU Telephony system.Responsible for delivering on multiple projects including orchestrating and structuring multiple camera crews, families and charities attending a hugely successful campaign reported on a national scale.Mentoring colleagues and sharing my vast experience across various fields including interviewing, time management improvement, workload distribution and prioritisation. Training new starters in various positions and upskilling existing colleagues.

Lead, develop, motivate and support team of front-line Customer Service Agents to provide exceptional customer service, deliver on KPI’s and SLA’s including 5% Abandonment Rate and 80% of calls answered within 2.5 minutes together with email responses to remain below 24 hours. Promote and encourage an Agile way of working and thinking whilst building positive relationships across teams creating an environment to facilitate strong performance and increased productivity. Driving CSAT performance to 80% for Call interactions and 40% for Email Responses.. Monitor and manage performance relating to regulatory requirements. Create and maintain a supportive and positive working environment where our focus for our team is Customer Satisfaction.

Responsible for day to day running of Team Leaders and Operators within our Outsourced Operation. Dealing directly with all aspects of people managment from inclusive colleague engagement to appropriate behaviour management within a professinal Contact Centre environment. Managing call queues and flows; Client expectations and SLA's; responsible for delivery of varying SLA's across multiple Clients on a daily basis. Ensuring all 25 plus Clients recieve the best level of service across the board. Responsible for delivering Quality Assurance expectations, liasing with the Client Care Team, Training Team, IT and directly manging Client relationships. B2B communications with Clients including Weekly and Monthly conference Calls to sustain and /or improve levels of service delivered to all of our valued clientele. Instrumental in delivering positive change management in the ever fast paced and rapidly evolving Contact centre Environment.

Responsible for implementing a series of projects within the business to enhance effeciencies and comoliance with FCA Regulations including ensurung business readiness for FCA Transparecy, Vulnerable Customers, integration of new systems including training material, working closely with Learning and Development to ensure effective change management and sufficient support structures for new system release. UAT of processes and business training requirements.

Drive performance of an Outbound Team to provide appropriate leads and opportunities to the Sales floors across multiple sites by qualifying data lead sources and warm transfers of customers into appropriate departments. Sustain consistent levels of Quality Assurance through feedback, 121's and Annual Appraisails. Manage the team through a consistently changing environment together with multi skilling Agents on insurance products and multiple systems. Drive performance through incentives, engagement and utilising emotional intelligence to enhance induvidual performance to meet and exceed targets on a monthly basis. Continuously improve the job role, develop inter departmental relationships and support the Sales floor SLA's on all levels.

Manage a team of Agents effectively to deal with high volumes of Customer calls involving transactions on their policies. From changing details to converting New Business policies and Renewals. I motivate, manage and discipline to produce a highly effective work force in a busy and target driven environment. Managing each Agent on a personal and individual level to a team and department level. I communicate effectively and not shyly with all levels of management in order to provide a positive working environment whilst seeking to improve current processes for Business efficiency.I started as a Customer Services Agent in September 2012 and worked my way up to Senior Advisor within 6 months and 8 months after that I was promoted to Team Manager. I have held various roles within the Company from Customer Services Agent to becoming part of the Technical Team which evolved into the Insurer Referrals Team. My main role for the Insurer Referrals Team was to compile data reports and work and improve queues of undisclosed claims and diarise actioned policies, from additional premiums to possible cancellations. I was then promoted to Senior Advisor under a brand new Manager and was instrumental in the development of a brand new team of 14 Agents whom most of which had nearly or no Insurance experience and making them into a high performing team. I was responsible for coaching and leadership, stats reporting and individual management and development amongst other things including liasing closely with Management and Real Time to effectively run the team within the department. I have been involved in various aspects of the business including being moved from departments to effectively improve Average Handling Times and Quality. I was then promoted to Team Manager in October 2013 to the present.

• The day to day maintenance of the Professional Shop e-commerce website.• Dealing with orders placed online and keeping in contact with the customers informing them of any delays or issues with their orders.• Updating of offers, stock levels and any relevant information and technological systems to improve the website performance.• I am responsible for tee bookings, every member and corporate member has to book a tee time through the professional shop.• Making sure buggy rentals run smoothly.• Responsible for the shop merchandising, making sure the stock looks tidy and presentable.• Provide a high level of Customer Service to members, corporate visitors and anyone whom enters the shop.• Responsible for the ordering of equipment, clothes etc. across 4 stores in the South West• Dealing with returns or any other issues concerning members or customers across the 4 sites.• Keeping in contact with the 4 other stores on a daily basis to ensure the smooth running of daily operations and to keep them informed of any issues or delays with their customer orders.• Day to day administrative tasks associated with ordering of goods, returns, processing website orders, running competitions and looking after the interests of customers and members alike.• In constant communication with the Golf Club office to help maintain a healthy relationship and identify possible procedures and systems to improve day to day operations.

• Correctly identify the correct materials as per order.• Pick, weigh and measure correct materials including metals, plastics and sheet metal• Correctly fill in paperwork accordingly, including weight and length of materials and initial paperwork when complete.• Ensure that correct orders were loaded onto the corresponding wagons.• Ensure correct details, such as cast numbers etc required were provided in the appropriate areas of each sheet.• Restocking the warehouse with daily deliveries identifying the correct metals with corresponding bays and filling out the appropriate corresponding paperwork.