David Watterson Email & Phone Number

Manchester, England, Gb

United Kingdom

Manchester, England, United Kingdom

Hyde, Greater Manchester, United Kingdom

Working closely with the Head of Email Communications and Customer Service to ensure targets are met and exceeded.Liaising with Supervisors and Management of other departments to make sure that the companies KPI’s are achieved and we meet customers’ expectations. Leading a team of up to 15 agents within a structures Target Driven EnvironmentSupervising a department during variable shifts to ensure standards are maintained and the targets achieved.Supplying up to date information to the team to ensure all information being given is accurateSending regular updates to the team and providing feedback where needed to ensure the continuation of the teams profitability.Actively promoting new business for the company and ensuring the relevant and correct information is provided to the customers.Collating information using automated reporting systems to monitor the productivity of the teamAssisting with the Development and Implementing the new reporting system, Tableau, for the departmentAnswering enquiries made by the members of the team with the focus on accuracy and business retention.Completing Return-to-Work forms, monitoring absences and lateness for the team.Conducting one to one meetings with agents to feedback issues and to offer additional training where required.Holding formal meetings and disciplinary meetings when required to ensure appropriate action is taken and all legal requirements are adhered to.Handling escalations via both email and telephone with the view to ensure the respectability of the company is maintained while also ensuring the terms of all agreements are being upheld. As part of the ongoing AB Test taking place I have also gain knowledge or processes and procedures of the reservations floor and assist in any way possible to support the running of the overall departmentEnsuring Email Per Hour KPI is consistently hit by all agents while ensuring ongoing training to develop agent further

Cheadle, Cheshire

 Using an automated dialling program to call existing AA members to promote and sell further products and upgrades. Contact Breakdown members at their renewal date to promote upgrades and secure renewal of membership. Contact previous members to rejoin the company and organise the payment of this membership. Contact AA insurance members to promote the breakdown service and secure the sale. Process all sales using three internal systems: Guide, AFE and Softphone. Ensure that the reputation of the company is upheld at all times and follow strict FSA guidelines on all occasions.