For the most part of 2012, I was the primary carer for a terminally ill family member but now I am refreshed and extremely excited to be back in full time employment and would love to secure a permanent position within a reputable company.

A stairlift company providing customers with safe and reliable solutions in their homes.I was approached by the CEO to set up the contact centre from scratch.• Writing of all guidelines, procedures and processes• The recruitment, training and management of 12 customer advisors • Setting and meeting performance targets for speed, efficiency, sales and quality• Monitoring contacts to minimise errors and track advisor performance• Reviewing performance, identifying training needs and planning training sessions• Coaching, motivating and coordinating bonus, reward and incentive schemes

A specialist Insurer for personal gadgets used outside of the home primarily protecting Smart Phones and Tablets.• Responding to all business enquiries by email and telephone • Liaising with the underwriters of the scheme• Generating and senting out quotes• Set up policies and invoicing companies

Sky Betting & Gaming are a subsidiary of BSkyB, which allows betting and gaming online rather than operating through high street shops.I had 5 Team Leaders report directly to me and overall responsibility for their teams and the day to day running of the centre. • Involved in the recruitment and selection process of all advisors• Setting performance targets for efficiency and quality• Monitoring contacts to improve quality, minimise errors and track performance• Reviewing performance, identifying training needs and planning training sessions• Conducting regular 1-2-1 meetings and half yearly appraisals• Coaching, motivating and development of team and coordinating bonus, reward and incentive schemes• Optimising staffing levels and completing monthly rotas• Completing timesheets monthly for payroll• Dealing with all HR issues including absence and disciplinaries• Recording statistics and the performance levels of the centre and preparing reports• Forecasting and analysing data against budget figures on a weekly and monthly basis• Communicating results and any business changes to team • Improving performance by raising efficiency and sourcing new equipment to enable this• Dealing with all escalated customer complaints and regularly liaising with regulatory bodies and other business associates• Devising strategies for resolving customer and team queriesKey Achievements• Winner of a Sky High Achievers award for two consecutive years, 2007-2008• Winners of a Team Sky Award for teamwork in 2009• Managed the transition form call centre to contact centre in 2009 • Played a vital role in the restructure of the Contact Centre in 2010 as well as relocate the teams from Harrogate to Leeds• Consistently and substantially exceeded quarterly targets in Customer Satisfaction surveys over a 3 year period

Sole responsibility for the management of 18 customer advisors including the recruitment and selection process, performance management, dealing with sickness, absence and disciplinaries and delivering training.

My duties involved the effective handling of queries over the phone and by email from customers across all platforms, generating and sending out customer’s statements fortnightly, mail merges and letter writing. I was also involved in the training of new starters.

Gained consistent promotions from Sales Consultant to Branch Management by demonstrating high levels of customer service and out performance of sales targets.

Recruited as a Cashier, promoted to Assistant Manager within months which involved regular management cover.