Responsible for a team of Customer Service Specialists, dealing with inbound and outbound Customer contact, proactively resolving issues and encouraging self service. Using Salesforce, CRM and Contact Centre Telephony to monitor Service Levels and run daily reports on team performance. Part of a wider Customer Service team of 150+ people with an overall budget of £12m, supporting businesses with revenues of £400m. Overall the teams handled half a million customer contacts a year and I increased my teams NPS from -10 to +85.Key Achievements include: • 5 in end of year rating, on a scale of 1-5, for three of the last four years putting me in the top 2% of the company worldwide. • Led and motivated my team to achieve the highest NPS score of all Customer Facing teams, improving the score from -10 to +85. • Project Managed divisional upskilling by creating a training package to enhance and develop peoples written communication to Customers to ensure e-mails were sent to a high standard and Customers had the best possible experience. The package saw an increase in quality. • Created and managed a Buddying Programme so people could swap roles and develop more empathy for colleagues at different stages of the Customer Journey. Initially developed for our office but rolled out across all of the UK sites.• Designed a Quality framework to assess customer interactions, monitor quality scores between teams and deliver effective feedback, whilst maintaining a coaching nature to enhance motivation. The outcome was Specialists were more engaged, quality was increased across all teams and customers fed back an improvement to the service.• Mentor for all new Managers, clarifying expectations of the role, creating individual PDP’s, completed regular reviews and feedback sessions and assessed their stepped increase. • IIP champion for the Manchester office, leading on improvement projects and supporting other areas of the business with their initiatives.

1 of 7 Team Coaches, in a completely new role to our business. Main task was to encourage and coach the Agents into providing the best possible service to the Customer. This involved side by side coaching, creating action plans and assessing afterwards. Deputising for my Team Leader and supporting teams with their knowledge. Assessing agents calls and emails to a criteria and feeding back in a constructive way.Key Achievements• First coach to be promoted to Manager and given a Pilot team who were testing the Account Services model, which proved to be successful and was rolled out across the whole of Customer Services.• The team became the highest performing team across the office, and some were taken onto the Pilot team which became a permanent role.

Working in the Edexcel Contact Centre initially taking first line calls and then working for the Customer Support Team. This entailed replying to incoming e-mails from customers, distributing communications to the contact centre in a timely manner and resolving customers call logs within the agreed SLA. Key Achievements• Moved onto the Support team within 12 months of starting the CSS role to provide product and process knowledge to front line staff. The support team then became a permanent fixture in the Operation until it moved to an Account Services model. • Took the lead on bringing new processes under the team such as post, email tracking and replying to Customers emails to ensure the team became a permanent fixture.

A seasonal job on a large and busy campsite in the South of France. Ensuring the cleaning standards were met by my team, accommodation needed to be prepared on time with the necessary equipment whilst developing the skills of my team. Key achievements:• Rated 2nd best campsite across all KeyCamp sites for 2006 based on cleanliness of accommodation, friendliness of staff, willingness to help and quality of local information.• Implementing fortnightly 121’s for all team members which my Area Manager then asked all teams to complete within her area resulting in less staff attrition.