Christopher Blake Email & Phone Number

Dublin

Dublin

National Manager for both ROI and NI client retention and satisfaction teams ensuring both teams deliver a premium service to our customer base through high quality service deliveryRe-located from London to raise a family here in Ireland, I have adapted to both a new client base and the management of a new team with a natural ease which I attribute to my strong interpersonal skills and ability to inject drive and passion into my staff with a winning mentality which is shown in my teams collective and individual improved result since my arrival . Tenacious and successfully proven manager who quickly identifies a team’s strengths and weaknesses with excellent communication skills at all levels of business. Comfortable in making the big decisions to enable your business’s vision to be delivered and shared with your customers whilst continually looking to drive my team forward through individual and collective excellence• Management of both our ROI and NI retention teams ensuring that all retention sales targets are met through our field and office based consultants. • Ensuring that all service delivery targets are successfully delivered through management and continual development of retention and customer service teams.• Working with account issues at director level through face to face meetings for many of our high end clients with a view to build key relationships from a negative starting point to a positive outcome

Current role is National Customer Service lead for Mazda dealerships in Scotland working as an escalation point and problem solver in conjunction with retail service managers at dealership level.• Worked in every aspect of customer service from agent level to team manager which was invaluable in understanding the needs for each individual enquiry or complaint • Current role is national customer service lead for Mazda dealerships in Scotland working as an escalation point and problem solver in conjunction with Retail service managers.• Provide support to the managerial team in our contact centre for any escalations they may have• Dealt with multiple customer escalations on daily basis using some of my call handling techniques as examples during feedback sessions from the agent who has initially raised the escalation.• Delivered all types of complex responses through E-mail, written correspondence and Telephone • Creation of the delivering customer excellence objective which was a module created for my agents to improve there overall quality in delivering customer service and helped improved overall productivity

• Team manager for four years following promotion from Senior position after six months in leading automotive account for the business.• Successfully led a team of fifteen agents overachieving on our Weekly, Monthly and quarterly SLAs and KPIs.• Managed a team of fifteen inbound/outbound case managers ensuring quality assurance was maintained through weekly reviews and monthly KPIs with both praise and development issues addressed during these review processes.• Created a Personal development plan within the team whilst offering further training through national vocational courses improving the attrition rate by 10% year on year.• Long term strategic position of any team I have managed is offering the chance of personal development whilst looking for driven and hungry people during my recruitment process.• Overseen and delivered termination process for agents who have not performed to the required standards needed for the team’s delivery• Creation of fortnightly open forum for the team where discussions take place on overall performance in a social environment.• Monthly reviews with client with regards to overall performance and a further presentation to Managing director and senior figures within the business to discuss monthly operations and overall budgetary review with workforce planning to discuss productivity.

• Worked in every aspect of customer service from agent level to team manager which was invaluable in understanding the needs for each individual enquiry or complaint • Current role is national customer service lead for Mazda dealerships in Scotland working as an escalation point and problem solver in conjunction with Retail service managers.• Provide support to the managerial team in our contact centre for any escalations they may have• Dealt with multiple customer escalations on daily basis using some of my call handling techniques as examples during feedback sessions from the agent who has initially raised the escalation.• Delivered all types of complex responses through E-mail, written correspondence and Telephone • Creation of the delivering customer excellence objective which was a module created for my agents to improve there overall quality in delivering customer service and helped improved overall productivity

Master'S Degree, Human Resources Development, Upper Second Class With Honours 2:1

Activities and Societies: Roehampton university football team

Education record

Education record