Fiona A Email & Phone Number

BT Business Broadband Technical HelpdeskDay to day management of a team of 21 CSAs, extracting the best possible performance through coaching and continuous development, as well as dealing with any personal issues that may arise.Continually reviewing and monitoring work performance of all CSAs against agreed KPIs, instigating appropriate corrective action whenever necessary.Pro-active floor and team management, ensuring CSAs adherence to the schedule and other key metrics to preserve KPI performance.Report preparation and analysis for both on site functions and the client.Conduct regular performance reviews, giving and receiving constructive feedback. Create Personal Development Plans based on individual strengths and weaknesses, and innovate and implement coaching methodologies based on individual performances.Management of absence and attrition, through "back to work" and exit interviews.Carry out formal disciplinary investigations for Products Specialists and CSAs, and give outcomes of these meetings.Tracking and management of FTE figures via maintenance of the team-list.Attended a wide variety of meetings and "hot-houses" with the client, to share best practice, develop new tools, and drive positive change within the business.Direct involvement in recruitment and selection of CSAs for my own team, and the campaign as a whole.

• Supervising a team of 15-25 store assistants• Assisting the Manager of the store with day-to-day tasks• Responsible for counting tills at the end of the day and preparing the takings for the security company to collect the following day.• As a key holder for the store I was responsible for opening/closing the store on time.• Responsible for ensuring that the orders were input into the system on time and that the correct amount was ordered.• Ensuring that merchandising was correct and done on time• Assisting the manager in interviewing possible candidates.• Ensuring that store assistants were rotating stock.• Involved with conducting disciplinary meetings and investigations

Bsc Hons, Sports Coaching With Development

Activities and Societies: Canoe Slalom

Education record