My main responsibility is to focus on the customer journey, identifying CX best practices using TalkDesk's Cloud Architecture and shaping the future of experience while building lasting relationships with the internal and external stakeholders. responsible for configuring and maintaining hardware and software within the corporate telephony environments Talkdesk while supporting our global operations. Instrumental in looking after and making decisions around the organisation’s… Show more My main responsibility is to focus on the customer journey, identifying CX best practices using TalkDesk's Cloud Architecture and shaping the future of experience while building lasting relationships with the internal and external stakeholders. responsible for configuring and maintaining hardware and software within the corporate telephony environments Talkdesk while supporting our global operations. Instrumental in looking after and making decisions around the organisation’s telephony platform and evaluating new and existing services to provide feedback, guidance, and suggestions in line with our roadmap. Celebrations would include a strong performance in onboarding, process improvement, change management for successful completion of a cloud-based solution on a global scale. Show less

My main responsibility was leading and supporting Customer Service operations and managing all touchpoints involved. Leading and developing a team of 37 agents with several team leaders and senior agents to manage performance, KPIs and ensure SLAs are hit across our portfolio of clients.responsible for managing client service reviews and driving team success, performance develop, cross sell, up sell and offer additional services for our clients in-line with our road map.

A great customer experience. That's what our drivers are out to deliver.From loading up, fuelling and checking the van for the next route, or giving a customer a call so they know what time their shopping will arrive, everything we do is with our customers in mind.Join our growing delivery team, and you'll be the face of Asda for our home shopping customers. You're in the driving seat, spending your day greeting our customers and delivering their shopping on-time with lots of… Show more A great customer experience. That's what our drivers are out to deliver.From loading up, fuelling and checking the van for the next route, or giving a customer a call so they know what time their shopping will arrive, everything we do is with our customers in mind.Join our growing delivery team, and you'll be the face of Asda for our home shopping customers. You're in the driving seat, spending your day greeting our customers and delivering their shopping on-time with lots of Asda personality.After some time being away on dependants leave, I needed to get back out into a working role and for that to become part of my daily routine. Show less

I am happy to discuss in more detail.

My main responsibility was the management of 50 FTE with 5 direct reports. Delivering excellence through installation and management of therapy solutions to over 12,000 Oxygen patients.responsible for configuring our telephony platform IPScape to improve performance, KPI’s and the customer experience within the Patient Support team, Planners, Coordinator and our escalation team.Working closely with the Depot Manager & Regional Services Manager to ensure our home care Technicians… Show more My main responsibility was the management of 50 FTE with 5 direct reports. Delivering excellence through installation and management of therapy solutions to over 12,000 Oxygen patients.responsible for configuring our telephony platform IPScape to improve performance, KPI’s and the customer experience within the Patient Support team, Planners, Coordinator and our escalation team.Working closely with the Depot Manager & Regional Services Manager to ensure our home care Technicians are supported to manage their deliveries, installations, removals, risk assessments and servicing of oxygen products for NHS patients Show less

My main responsibility within Voice Services Department was to work with the Business Development Manager and Associate Director of Estates & Facilities to support, Initiate and plan major projects in conjunction with the Service Delivery plan.Successfully supported transformation of a Switchboard environment into a 50 seat Contact Centre and aligned the training and development to the trusts core values Kind, Safe & Excellent which led to the Trusts first entry in Top 50 Call Centres… Show more My main responsibility within Voice Services Department was to work with the Business Development Manager and Associate Director of Estates & Facilities to support, Initiate and plan major projects in conjunction with the Service Delivery plan.Successfully supported transformation of a Switchboard environment into a 50 seat Contact Centre and aligned the training and development to the trusts core values Kind, Safe & Excellent which led to the Trusts first entry in Top 50 Call Centres for Customer Service in 2011.The Contact Centre handles two million calls per year, the centre, which is classified as small with its 50 seats, was awarded 23rd place alongside companies including Virgin Atlantic, Coca-Cola and Sky. This placement represents a three-point improvement over 2012, and a 20-place improvement over 2011. Show less

As part of the service delivery team for the management of 60 staff members. I was responsible for the appraisal and target objectives for staff related to an individual’s probationary period and KPI progress.Led the assigned team by example, providing motivation and management of the staff in order to maintain required levels of retention, attendance and operational excellence while maintaining a proactive approach to the delivery of all client activity.

My main responsibility was part of a team to successfully migrate Crawley based operations to an outsourced financial specialist in Milton Keynes. My focus was to support and feedback to operations manager regarding the implementation, system deployment of a120 seat operation covering Sales through service, Customer service, Complaints and Admin My key areas were to demonstrate and delivering training programs to achieve company targets on the following: escalation handling… Show more My main responsibility was part of a team to successfully migrate Crawley based operations to an outsourced financial specialist in Milton Keynes. My focus was to support and feedback to operations manager regarding the implementation, system deployment of a120 seat operation covering Sales through service, Customer service, Complaints and Admin My key areas were to demonstrate and delivering training programs to achieve company targets on the following: escalation handling, sales through service for PPI Sales, Fraud Prevention through quality reviews responsible for Identifying system and process issues and working with IT support for updates, and monitoring compliance. Show less

Responsible for dealing with inbound calls/account queries managing 70+ key accounts on a daily basis. Exceeding internal Sales targets by tailoring products and services to meet customers’ individual needs. A point of escalation within the team for dealing with customer complaints, taking ownership of problems and resolving them to a mutually satisfactory solution.

management and forecast / scheduling detailing previous and current week’s performance and forecasted performance of remainder of current week and next week, while also identifying risks- Manage intraday staffing levels - Monitor real-time staffing Adherence- Clearly and quickly communicate identified issues or other risks to management and other team members- Actively involved in process improvement and KPI development