Gigna Kumar Email & Phone Number

Bedford, Bedfordshire, United Kingdom

Brackmills, Northampton, United Kingdom

• Owned, managed & resolved Director Complaints and escalations within Service Level Agreements and Service Guidelines across multiple channels (email, letter, telephone, social media). • Created a complaints management tool & tracker enabling correct prioritisation & faster customer resolution resulting in 80% of complaints resolved within 2 months of the tracker being created. • Coached, developed & trained new teams into the complaints arena and provided ongoing support to empower… Show more • Owned, managed & resolved Director Complaints and escalations within Service Level Agreements and Service Guidelines across multiple channels (email, letter, telephone, social media). • Created a complaints management tool & tracker enabling correct prioritisation & faster customer resolution resulting in 80% of complaints resolved within 2 months of the tracker being created. • Coached, developed & trained new teams into the complaints arena and provided ongoing support to empower the team to manage difficult conversations.• Worked with colleagues at all levels, internal & external parties, ensuring workload is prioritised with individual & company targets• Ensured customer management systems are updated accurately and comprehensively across all areas.• Contributed to continuous service improvement by sharing feedback and learning from route cause analysis, reducing future complaints demand.• Liaised with external regulatory bodies, such as The Furniture Ombudsman & Citizens Advice Consumer Service to ensure customer issues are resolved fairly & satisfactorily. Show less

Northampton, United Kingdom

• Lead & developed advisors through regular weekly coaching, meetings and 121s, driving great performance • Performed daily on the spot call observations, provided coaching around the customer's experience and how to improve & maintain above target. Also set regular motivational incentives which created a sense of competition & drive within the team. • Liaised with real time planning to ensure call forecasts were correct and managed service levels through proactive people management… Show more • Lead & developed advisors through regular weekly coaching, meetings and 121s, driving great performance • Performed daily on the spot call observations, provided coaching around the customer's experience and how to improve & maintain above target. Also set regular motivational incentives which created a sense of competition & drive within the team. • Liaised with real time planning to ensure call forecasts were correct and managed service levels through proactive people management, ensuring advisors are working productively throughout the day. • Responsible for setting up, writing training material and providing training to advisors on how to use new systems in various sites.• Coached advisors on how to influence customers wishing to cancel their order to stay with the company. Achieved a consistent 70% retention rate as well as finding further opportunities to upsell additional products and renewing services. Show less

Certificate In Electro Technical Technology, City & Guilds 2330 Level 2

As Levels, Business Studies, Accounting, Law & Psychology

Gnvq, Business Studies, Merit