Manage a Contact Centre team of 12 customer service agents within a department of 35 FTE, where work on behalf of a client Closebrothers within the motor finance industry delivering seamless customer service to the company’s client base.Key Contributions: Won employee of the month on a number of occasions, nominated by employees across the whole business. Responsible for the day-to-day resourcing and scheduling of work for all department employees to ensure all tasks are delivered… Show more Manage a Contact Centre team of 12 customer service agents within a department of 35 FTE, where work on behalf of a client Closebrothers within the motor finance industry delivering seamless customer service to the company’s client base.Key Contributions: Won employee of the month on a number of occasions, nominated by employees across the whole business. Responsible for the day-to-day resourcing and scheduling of work for all department employees to ensure all tasks are delivered to meet the client’s needs and targets consistently. Deal with high complex customer issues through acting as an escalation ensuring I resolve their issues in an efficient and timely manner. Achieved strong leadership engagement survey results yearly through delivering a high level of people focus through developing, coaching and mentoring my people exceeding business performance metrics but also supporting succession planning Show less

Through-out my experience in this enterprise, I have spearheaded and led processes of eight managers, six seniors and 130 agents in the national deployment / Contact centre delivering seamless customer service to the company’s client base. In order to achieve annual budget and gain profit optimisation, I have deployed effective change management initiatives. Also, I have scheduled and assigned 120K customer claims on annual basis to the company’s 650 engineers covering water supply, plumbing… Show more Through-out my experience in this enterprise, I have spearheaded and led processes of eight managers, six seniors and 130 agents in the national deployment / Contact centre delivering seamless customer service to the company’s client base. In order to achieve annual budget and gain profit optimisation, I have deployed effective change management initiatives. Also, I have scheduled and assigned 120K customer claims on annual basis to the company’s 650 engineers covering water supply, plumbing and drainage trades. In addition, I have elevated productivity across different business functions through establishment, development, and engagement of a high-calibre workforceThe following are highlights of the value I’ve brought my clients: Delivered duties as a Director for six months in the national deployment centre for the UK and successfully supported higher management in the closure of the Banbury Site. Deployed process improvement and increased department engagement scores by 26 points within the first year. Continuously imparted the businesses telephony metrics KPI’s for the customer, colleagues and engineer lines and resulted better experience for company’s partner Aviva. Ensured conveyance of effective customer service and decreased the contact centre attrition rate from 40% to 15% within the first year. Generated £500K cost savings per annum as a result of introducing multiple digital platform transforming the customer service experience. Achieved regulatory improvement of 25% and refined customer service levels by 50% through execution of the business ‘Training and Competence” frame work in the department Improved the Gas trade productivity by 10% when the business acquired HES, through working together with colleagues to share operational best practices and implementing Field and contractor initiatives. Show less

As as an Operational Regional Manager, my primary duties involved but not limited to the administration of operations team across different regions consisting of eight team manager and 130 field based engineers delivering services to the company’s customer base of 83K to 95K. Also, I have developed, executed, and reviewed operational policies as well as planned, forecasted and monitored expenditures budgets up to £100k to £150k per annum. Furthermore, I have trained and developed over 40… Show more As as an Operational Regional Manager, my primary duties involved but not limited to the administration of operations team across different regions consisting of eight team manager and 130 field based engineers delivering services to the company’s customer base of 83K to 95K. Also, I have developed, executed, and reviewed operational policies as well as planned, forecasted and monitored expenditures budgets up to £100k to £150k per annum. Furthermore, I have trained and developed over 40 professionals from different departments as a part of succession planning. One of my key-accomplishments in this company involves the generation of £2.6M annual savings by supporting transformation to the business London operating model through efficiency improvement initiatives. The following were the highlights of the value I’ve brought the organisation: Drove operational performance and successfully generated £750K cost savings per annum through introduction of an operational management system. Collaborated with contractor counterpart to pool resources and the shared best practice delivered a £500K cost savings on yearly basis. Attained improvement across national sales performance by 200% along with a better RPU in value of £500K by coordinating processes and liaising with sales teams. Successfully deployed a van stock management system and improved the regions stock management by 25% in the first two year of implementation. Delivered efficient duties while on national and department safety champion role for 5, resulting in a 20% decreased accident rates, 300% near miss reporting increase, and improved safety leadership capabilities across all management levels. Created and built a quality and safety risk management program for all internal and contractor engineers driving training, mentoring and coaching when deficiencies are identified in the competence framework. Show less

As a regional coach, I was tasked with the enhancement and maintaining of the company’s internal and operation’s capacity by driving the efficiency of existing organisational processes and procedures. I have acted a point of contact between field work forced and the wider supply chain to ensure effective delivery of customer service. Delivered effective project management across complex national projects with multiple key stakeholders and also I have supported managers via performance… Show more As a regional coach, I was tasked with the enhancement and maintaining of the company’s internal and operation’s capacity by driving the efficiency of existing organisational processes and procedures. I have acted a point of contact between field work forced and the wider supply chain to ensure effective delivery of customer service. Delivered effective project management across complex national projects with multiple key stakeholders and also I have supported managers via performance management cases to improve their team’s performance and exceed company’s established KPI’s.The following were the highlights of the value I’ve brought the organisation: Developed and organised workshops as well as created and introduced a management development programme for employee’s professional development. Improved overall productivity in business operations as well as customer service levels by deploying monthly manager performance review programs and executing SMART objectives across the performance. Achieved promotion to regional manager within a year as a result of exceptional work ethic. Show less

Led and managed a diverse team of 20-35 field base engineers across the Hertfordshire and Bedford area to install and service all Sky TV products and services to a customer base of 15,000 to 40,000 pa.