I am a performance manager and product leader across travel insurance, health and protection, and accidental death insurance; directing and managing a multidiscipline cross-functional team of inbound call centre agents. I am constantly called upon to step in as Operations Manager and assume management responsibilities including setting departmental targets, reporting to senior management and stakeholders, productivity assessment and Service Agreement alignment, and Department Supervisor management and oversight. I am operation Lead for customer feedback and complaints analysis forums, and ensure process evolution constantly drives customer satisfaction. I recruit, train, manage, and mentor agents and supervisors, manage new product launches, and troubleshoot systems and service to maximize performance and efficiency. Ability to lead large teams while focusing on individual agents and service delivery improvements.Key Accountabilities:✯ Delivery of key performance drivers (retail premium, conversion, productivity, efficiency, service delivery) to exceed team targets.✯ Develop and manage a rich and engaging team culture; coach, monitor, and support individual employees.✯ Ensure TCF is intrinsic through constant auditing and customer feedback analysis.Key Accomplishments:✯ Created department incentive and engagement programs to increase compliance, efficiency, and net promoter (NPS) scores✯ Developed and managed sales software and scripts, driving productivity and efficiency almost 20% higher.✯ Set company record leading a team of 10 agents to achieve of £1million GWP of inbound sales in a six month period.✯ Spearheaded the Operations Team through major product launches including recruiting and training new staff, building new sales scripts, and creating new software, all under-budget and on-time.✯ Stand-in Operational Department Manager, direct up to seven Team Leaders with 70 FTE agents; recognized for a high-level of efficiency and transparent leadership.

I spearheaded quality and performance improvements as well as increased staff morale and openness to coaching and support. I provided expert coaching to struggling agents and teams across multiple customer service and technical departments. I integrated into a department with a negative attitude towards coaching and managed resistance by delivering a concise and user-friendly system for gaining customer feedback and a transparent approach to improvement that led to a complete change in staff attitude, performance, and customer service delivery.Key Accomplishments:✯ Established a unique customer feedback survey process within the telephone claims team and feedback forum.✯ Delivered consistent compliance targets of 90%+ and overall agent attitude improvement after coaching & support.

I led the oversight of call centre teams with a focus on performance, compliance, and conversion rates. I conducted random QA assessments on calls, mentored and coached agents, and implemented new call centre guidelines designed to deliver results within targets-ultimately led to the highest retail results for the department. Key Accomplishments:✯ Created a user-friendly universal call guide for agents resulting in the departmental achievement of 90%+ compliance target whilst maintaining quality standards and service.✯ Increased struggling call centre conversion performance rate by 15% within one week of coaching; overall compliance scores reached 93% with a conversion rate of 36%.