• Managing, leading and mentoring a team of 20+ customer service advisors. • Responsible for ensuring my team of advisors have the tools and skills needed to support our consumers in various scenarios; are meeting all targets expected of them in terms of quality, service levels and accuracy; and managing workload and task assignment to ensure that the team works effectively and efficiently. • Being a true ambassador for the client and for Comdata and a key contact for the stakeholders. • Working towards delivering KPI’S. • Identifying training needs for the customer care agents and senior agents. • Develop and improve processes and ways of working. • Ensuring all SLA’s are within target whilst delivering the highest level of customer care. • Maintaining a professional relationship with the client at all times with regular calls and updates. • Presenting the performance levels figures to the client once a week and discussing areas of improvement. • Being the point of escalation at all times. • Managing the team lunch breaks, holiday requests and sick leave/absences. • Motivating, incentivising and pushing the team to deliver 100% each and every day.

• Dealing with customer enquiries and issues. • Making outbound sales calls to try and sell the Sodastream concept. • Dealing with email tickets and issues and responding within 24 hours. • Escalating issues to senior management where needed. • Motivating my peers and ensuring a positive environment.

• Working as a hospitality manager, providing excellent customer service across three restaurant venues. • Managing and facilitating the flow of the restaurant and venues. • Communicating and coordinating all staff members across all sites.