Christopher Lacey Email & Phone Number

Ellesmere Port, Gb

Warrington, England, United Kingdom

Alongside the Operational Team Leader role I now also manage the relationships between CMS and our client’s suppliers for clients such as BP, Matalan, Monsoon, Saffron Building Society, Market Harborough Building Society, Accor, Marriott, United National Bank and two international clients (US) Floor and Décor and Chico's. This includes developing and maintaining strong relationships with our clients to ensure that the agreed service levels are met, resolving any issues that arise in their… Show more Alongside the Operational Team Leader role I now also manage the relationships between CMS and our client’s suppliers for clients such as BP, Matalan, Monsoon, Saffron Building Society, Market Harborough Building Society, Accor, Marriott, United National Bank and two international clients (US) Floor and Décor and Chico's. This includes developing and maintaining strong relationships with our clients to ensure that the agreed service levels are met, resolving any issues that arise in their supply chain by working with key business executives and preparing analytical performance reports concerning supplier’s performance and due to this I have consistently achieved 100% contract renewals.One aspect of my role that I enjoy is to identify any new business opportunities among our clients whether this be cross selling the latest product that CMS has developed or negotiating with different suppliers ascertaining the best products/services they have to offer enabling the client to have a tailored cost effective service. In January of 2018 I ran a rescheduling project saving Accor, Marriott and BP over £100,000 in scheduled carrier services alone.Monthly invoicing was required for all of the above contracts, this would involve calculating the amount of services received ensuring the correct amount was charged for each individual service then raising additional credits with the supplier when a service was missed or incorrectly charged before providing payment approval to the client. Show less

Warrington, England, United Kingdom

Responsible for managing a team of 7 Operational Analysts ensuring that they all provide an excellent service to our clients and deliver the services required by each individual contract. This involves working with the Board and Managing Director on the strategic development of how the team operates, setting targets and then working with each individual in the team on their personal development plan setting clear and concise objectives and motivating them to exceed their goals.To ensure… Show more Responsible for managing a team of 7 Operational Analysts ensuring that they all provide an excellent service to our clients and deliver the services required by each individual contract. This involves working with the Board and Managing Director on the strategic development of how the team operates, setting targets and then working with each individual in the team on their personal development plan setting clear and concise objectives and motivating them to exceed their goals.To ensure that each team member is meeting the expectations set out in their development plan I conducted monthly 1-2-1 reviews where we would assess their performance, productivity and discuss how they can achieve the next goals set out for the following month.I also manage performance issues and any challenges that arise within the team, offering support for call escalations if the client is particularly unhappy, requiring reassurance that their issue is being dealt with at the top level providing further complex explanations or structure to resolve the more complicated queries that one of the team is unable to deal with. Complaint handling has been involved in a large proportion of my career so far and I find providing the client with a high level of support and due care builds trust and longstanding relationships. Show less

Warringon

As an Operations Analyst my core responsibilities involved servicing our clients who use the CMS web portals to place their cash and FX orders. This enabled me to develop strong analytical, communication and negotiation skills as I examined user’s requests and discussed their requirements with them. Other aspects of this role included:• Organisational and customer service skills: I managed our client’s relationship with the Cash in Transit and Bank suppliers. This involved managing… Show more As an Operations Analyst my core responsibilities involved servicing our clients who use the CMS web portals to place their cash and FX orders. This enabled me to develop strong analytical, communication and negotiation skills as I examined user’s requests and discussed their requirements with them. Other aspects of this role included:• Organisational and customer service skills: I managed our client’s relationship with the Cash in Transit and Bank suppliers. This involved managing multiple email in-boxes and escalating complaints to the highest level with the Clients supplier so the issue raised was resolved in a timely and effective manner. • Analytical skills – used to produce cash orders for sites around the world, taking into account recent trends, seasonality and global and national events.• Reporting: I created ad-hoc and regular reports for all FX, ATM and Retail clients based on their individual requirements • Researching: searching for worldwide events to keep the team updated with possible factors that will affect cash demand Show less

Chester

Transition team leaderMy role would include managing a team of up to 15 trainees’, ensuring they were well prepared to be transferred to a floor team within a 3-week period. I was required to manage performance and activities of subordinates on a day-to-day basis, estimating the resource needed to achieve agreed targets and objectives. Daily tasks would include managing productivity, ensuring company procedure was understood & followed by all team members and be on hand to provide extra… Show more Transition team leaderMy role would include managing a team of up to 15 trainees’, ensuring they were well prepared to be transferred to a floor team within a 3-week period. I was required to manage performance and activities of subordinates on a day-to-day basis, estimating the resource needed to achieve agreed targets and objectives. Daily tasks would include managing productivity, ensuring company procedure was understood & followed by all team members and be on hand to provide extra training and/or coaching where appropriate.Other tasks would include maintaining an up-to-date knowledge of internal policies and processes, continuously review operations and recommend improvements as they were identified. Show less

Chester, England, United Kingdom

For this role I would oversee any system updates that the bank were pushing through overnight, coach individuals on their development areas, complete all admin for the team, resolve customer complaints during the night, update the site leaders on performance, system issues and call drivers each morning. Overall, I would be the foremost responsibility during the night shift

Chester, England, United Kingdom

Core responsibilities included communicating with customers via live chat and secure email regarding their account queries and complaints then resolve any issues they may have. Providing customers with all relevant information to service their accounts correctly, ensuring customer accounts were accurately updated and all relevant financial information had been given. On a daily basis I would work with numbers/accounts, deliver an exceptional service for clients in a timely manner, complying… Show more Core responsibilities included communicating with customers via live chat and secure email regarding their account queries and complaints then resolve any issues they may have. Providing customers with all relevant information to service their accounts correctly, ensuring customer accounts were accurately updated and all relevant financial information had been given. On a daily basis I would work with numbers/accounts, deliver an exceptional service for clients in a timely manner, complying with FSA guidelines while adhering to a rigid set of company policies, processes and procedures. Additional roles within Secure Messaging/Live Chat; System testing Creating official message templates for the business Coaching fellow and new associates to help them achieve their targets Show less

Chester

Based on my exceptional performance, I was promoted to the “Super Achiever Team” within the customer service (TACS) department. The performance areas I excelled in included exhibiting a strong desire to achieve results, consistently exceed monthly targets, produce error free work and take full ownership of client issues. During my time within the team, I would provide manager cover anywhere within the TACS department and telemarketing. Additional roles within super achiever… Show more Based on my exceptional performance, I was promoted to the “Super Achiever Team” within the customer service (TACS) department. The performance areas I excelled in included exhibiting a strong desire to achieve results, consistently exceed monthly targets, produce error free work and take full ownership of client issues. During my time within the team, I would provide manager cover anywhere within the TACS department and telemarketing. Additional roles within super achiever team Complete all aspects of a manager role including coaching, complaint escalations and employee administration  Build and sustain key client relationships with the bank Leading on new initiatives and projects Actively contribute to department manager meetings Show less

Chester

Speaking to customers regarding their account queries & solve any issues, ensure customers have all relevant information to service their accounts correctly, update customers information accurately, ensure complaints are dealt with in a timely manner whilst adhering to FSA guidelines and delivering an exceptional service for customer and clients