Emma Freeman Email & Phone Number

Edmonton, Alberta, Canada

- Managed direct reports performance and personal development, via scheduled 1:1s, as well as regular quarterly and annual reviews.- Scheduled team members on a monthly basis, ensuring the fast-paced environment of a call center was maintained, whilst allowing employees the downtime and wellness breaks needed to perform.- Carried out in-depth analysis and investigation of customer accounts, complaints and issues, ensuring an optimal resolution was met for both customer and company, to… Show more - Managed direct reports performance and personal development, via scheduled 1:1s, as well as regular quarterly and annual reviews.- Scheduled team members on a monthly basis, ensuring the fast-paced environment of a call center was maintained, whilst allowing employees the downtime and wellness breaks needed to perform.- Carried out in-depth analysis and investigation of customer accounts, complaints and issues, ensuring an optimal resolution was met for both customer and company, to guarantee fantastic service and positive results relating to BBB cases.- Regularly assisted with other departments escalations and investigations, oftentimes being the solo supervisor in the evenings, and during vacation periods for colleagues.- Documented, outlined, recorded, and updated processes, within newly developed company LMS system.- Investigated and reported on department performance, and key KPI data, on a weekly and monthly basis.- Approved vital payroll information, such as commission and timesheet data.- Carried out additional responsibilities, such as developing training programs, general agent coaching, regular training sessions for Customer Service. Show less

Edmonton, Alberta, Canada

- Assisted customers in a timely manner, when they called into the Customer Service and Commercial Queues, and consistently provided a one-call resolution for any concerns or issues.- Sought to verify, understand and identify deeper customer issues, in order to give exceptional customer service.- Took on additional responsibilities as a Senior representative, including customer escalations, agent scheduling, agent coaching and training of new hires.- Worked in the Technical Support… Show more - Assisted customers in a timely manner, when they called into the Customer Service and Commercial Queues, and consistently provided a one-call resolution for any concerns or issues.- Sought to verify, understand and identify deeper customer issues, in order to give exceptional customer service.- Took on additional responsibilities as a Senior representative, including customer escalations, agent scheduling, agent coaching and training of new hires.- Worked in the Technical Support department to assist with staffing issues, and develop product knowledge, to better assist customers.- Participated in the Health and Safety committee, and led company-wide meetings with the intention to educate on processes, procedures and policies.- Collaborated effectively with other departments in order to update billing information, schedule service calls, and find and apply technical solutions, where appropriate. Show less

Guildford, United Kingdom

- As the project manager for two of AssessTech’s core products, AssessBook (Learning Management System) and AssessTube (Video Hosting System) I was responsible for organising the development, implementation, & rollout of the technology. This position focused on encouraging the transition to e-learning within the UK railway. Following implementation stages, I subsequently managed the bespoke configuration of the platforms, for several major railway companies, including; GWR, Heathrow Express, &… Show more - As the project manager for two of AssessTech’s core products, AssessBook (Learning Management System) and AssessTube (Video Hosting System) I was responsible for organising the development, implementation, & rollout of the technology. This position focused on encouraging the transition to e-learning within the UK railway. Following implementation stages, I subsequently managed the bespoke configuration of the platforms, for several major railway companies, including; GWR, Heathrow Express, & SWR. I also provided full helpdesk and systems support, to internal & external users. - Working closely with the internal training team, as well as external customers, I created a full suite of training content for AssessBook, using SCORM packages, & was responsible for organising face-to-face, & online training for users.- I was also highly engaged in the rebranding of the two aforementioned core products, to make them more accessible. I fed in a variety of ideas & suggestions to make the solutions more engaging, & customer focused. Show less

Farnborough

- On-top of regular duties, such as; stocking up, changing ale & lager barrels, cleaning, & selling alcoholic beverages, I also opened up the bar, & closed it. Ran end of day, & end of week processes.- Delivered high-quality customer service, & often had a rapport with regular customers, remembering key details about their lives, & preferred beverage of choice.- Worked both solo & team shifts, showing ability to take control of the bar when necessary, but also able to collaborate… Show more - On-top of regular duties, such as; stocking up, changing ale & lager barrels, cleaning, & selling alcoholic beverages, I also opened up the bar, & closed it. Ran end of day, & end of week processes.- Delivered high-quality customer service, & often had a rapport with regular customers, remembering key details about their lives, & preferred beverage of choice.- Worked both solo & team shifts, showing ability to take control of the bar when necessary, but also able to collaborate effectively with others.- Waitressed on weekend & lunchtime shifts, taking, & delivering food orders to the appropriate people. Show less

Camberley

- Had a number of responsibilities over the years, working on the tills, putting stock out, looking after the children’s section on the weekends, creating beautiful, unique & imaginative table displays.- Used the company stock & range management system, Phoenix, to carry out many complex customer service processes, such as customer orders, branch transfers, returning stock, & refunds.- Took stock deliveries when they came to the branch, checking them in with a hand-held stock… Show more - Had a number of responsibilities over the years, working on the tills, putting stock out, looking after the children’s section on the weekends, creating beautiful, unique & imaginative table displays.- Used the company stock & range management system, Phoenix, to carry out many complex customer service processes, such as customer orders, branch transfers, returning stock, & refunds.- Took stock deliveries when they came to the branch, checking them in with a hand-held stock device.- Assisted with the organization of events such as Surrey Heath Literary festival, & many author signings, ensuring that they went smoothly, & were an enjoyable time for all.- When there were staff issues, with branches being short-staffed, I covered shifts at a number of branches, including, Guildford, Woking & Godalming, showing an ability to be flexible, & work as part of team where unfamiliar surroundings & members are. Show less

Apprenticeship, Advanced Apprenticeship In It, Software, Web, And Telecoms Professionals, Pass

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1 Year Qualifications AS Photography - B AS History - C 2 Year Qualifications A2 English Language - A A2 Law - B A2 Computing - C

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AS Philosophy - B GCSE English Language - A* GCSE English Literature - A* GCSE Physics - A* GCSE History - A* GCSE Religious Education.