Francesca Rea Email & Phone Number

Liverpool, United Kingdom

Liverpool, United Kingdom

Originally tasked with the management of 30 people within a customer service and administration department in a merchant acquiring environment. My role was to ensure all processes were fit for purpose, that new processes developed had effectiveness and efficiency at the core and all members of staff had the tools to do the jobs asked of them. As the role evolved I took control of not only the application, boarding and deployment process but also building relationships with our self-employed contractor team. This has allowed me to enhance my people management skills in a different environment (managing differing motivations and goals) as well as building on my rigorous attention to detail when it comes to checking for Fraud and other deceptive practices.My Core duties include:• Provide full customer service for the businesses customers directly and via my team.• Implement and manage the collections process. • Create and implement processes and procedures for a quickly expanding business.• Manage staff both on site and in the field ensuring that sales were completed, administrative processes finalised, and products ordered and delivered in line with industry standards as well asbanking regulations that include PCI DSS, Anti Money Laundering and Prevention of Financial Crime.• Assisting in the building and deployment of the recruitment strategy for all staff and making sure we meet regulatory compliance standards.• Complete financial management for the business on a monthly basis to include financing submissions which fed into cash flow projections.• Building relationships with other businesses and stakeholders that include referral partners and self-employed contractors.• Reports on process wins and failures, people management and industry updates to the directors of the business.

Liverpool, United Kingdom

Whilst at BT I greatly enhanced my customer service skills originally being deployed in the Chairman & Chief Executives Office. This role gave me the extra confidence I needed following the transition from Vodafone exposing me to different management styles (such as lean management) and allowed me the opportunity to develop my wider team development skills in an environment already filled with highly skilled team members. In 2010 a move to Openreach gave me access to BTs corporate customers (Sky, Talk Talk).My Core Duties Included:•Work on behalf of the Chairman and Chief Executive when dealing with escalated complaints and report back to them the outcome of the situation.•Managing and coaching a team of complaint handlers and admin staff in the Chairman and Chief Executive Complaints Department•Provide coaching and development for team members and Performance Management.•Follow and implement formal processes including disciplinary and suspensions.•Implementing coaching processes for the department and organising the coaching pool to ensure completed each week.•Hold performance meetings with managers to enable all individuals to be managed to a fair and standard framework.•Identify abd organising training for the department.•Report plans and presentations for my team to senior management and so they are aware of my quarterly goals and targets and how I am to achieve them through strategic programmes and setting SMART objectives.•Building relationships with external governing bodies and hold weekly conference call meetings to discuss how BT can improve their customer service and the barriers we are facing from the external bodies.•Transition and maintenance of a newly appointed team in Liverpool.•Dealing with process creation, target setting, monitoring and adaptation,•Working on my own without the reassurance of an established team or manager to fall back on. Taking a leading position on decision making rather than following decisions made.

Stoke-On-Trent, United Kingdom

Vodafone gave me the first opportunity in management I had after leaving University. Whilst studying I had worked for them in a part time advisor's role - Vodafone saw the potential and recommended me to the management programme. My duties included:•To provide ongoing leadership and coaching to the customer services advisors in my team of 12. Coaching is an essential feature as it ensures all operational objectives and performance standards are met according to the Company expectations and specifications.•Accountable for managing my team's retention and therefore to help by listening and attempting to solve any problems they may have so they stay with the company. This included anything from problems within the work place and not being able to achieve the required KPIs to issues at home such as domestic violence. I also used computerized systems for tracking service, quality, employee performance and productivity goals as well as researching information and troubleshooting.•Handled non-routine situations that require immediate adaptation of response or extensive research to resolve such as any difficult customer's advisors in my team have who request to speak to a manager and to resolve their situations.• Involved in the recruitment process and took part in the assessment days aiming to recruit the most suitable candidates for advisor roles within Vodafone.• Within my time at Vodafone I helped to develop no less than 4 advisors to be promoted to another department to advance their careers.•Responsible for helping with the training and development of new recruits from their first day taking calls from customers until 5 weeks later when they joined their new team. From this point they were fully competent in understanding how to use the computer system as well as using alternative empathetic skills dependent upon the customer.