Elaine Warwick Email & Phone Number

Coventry, England, United Kingdom

Coventry, United Kingdom

Coventry, United Kingdom

Manager of a Customer Service team who provide reactive and proactive telephone email support for over 1800 centres worth a total of £10 million.Promoting outstanding Customer Service that was pivotal in achieving a growth of 7% revenue.Responsible for the managing the team’s performance from an initial back log of 1500+ emails dating back 3 weeks with an SLA of 40% (resulting from an internal Business transition)to achieving an SLA of 95% . This was achieved within a period of 10… Show more Manager of a Customer Service team who provide reactive and proactive telephone email support for over 1800 centres worth a total of £10 million.Promoting outstanding Customer Service that was pivotal in achieving a growth of 7% revenue.Responsible for the managing the team’s performance from an initial back log of 1500+ emails dating back 3 weeks with an SLA of 40% (resulting from an internal Business transition)to achieving an SLA of 95% . This was achieved within a period of 10 working days.Highest performing team within the division• Supporting team through a skills matrix and recruitment on work related qualifications• SLA achievement – 95%• Successful management of underperforming staff Effectively managing the divisions budget• multi-skilling individuals• Recruiting for FTC rather than Full time roles• Developed innovative ways for working within our current approvals process by making the process LEAN. Resulting in a reduction on our response time to customersKey player in a major business transition project involving integration of different systems and platforms.Successfully managed a relocation of Coventry office to Rugby without any derogation to the levels of Customer Service provided. This was achieved by• 1-2-1s • Supporting new members of staff in different locations See less Show less