Chester Adult PHAB club is a charity for people with and without disabilities (Registered Charity No: 1053838). It is an independent charity affiliated to National PHAB. I volunteer and;• Help the club in bag pack events at various stores across Cheshire and North Wales to raise funds.• Organize and represent the club to showcase the services and volunteering opportunities relating to wellbeing and equality at University of Chester and Chester Library.• Re-designed the Club’s website and made significant improvements. Also volunteer as a website administrator and make regular updates to the website (featured in The Standard newspaper)• Designed Marketing board, Leaflets, Banner and ID cards for all the members and Volunteers of the club.• Attend monthly social event of the club at local pub to find out about events and activities and meet friendly like-minded people with and without disabilities.• DBS checked.I also volunteer as a Carer few hours a week with one of the members of the club to help him live his life independently.

I was responsible of managing a Team of over 60 operative generating direct sales and leads for various Clients based in US. Making sure the Daily Sales and Revenue targets are met without compromising the Quality of the leads and customer satisfaction.Duties:• Managing the daily running of the call centre.• Carrying out performance reviews.• Setting and meeting performance targets for speed, efficiency, sales and quality.• Coordinating with supervisors, team leaders, operatives and third parties to gather information and resolve issues.• Monitoring random calls to improve quality and minimise errors.• Coordinating staff recruitment and liaising with HR staff.• Reviewing the performance of staff, identifying training needs and planning training sessions.• Handling the most complex customer complaints or enquiries.• Coaching, motivating and retaining staff.Achievements:• Started a new Mortgage campaign (Home 1st Lending) and increased Sales and Revenue by 60% within the first month.• Implemented new web based dialler System successfully.• Generated 300 leads on daily basis for Quicken Loans Mortgage campaign with 60 reps with an LPD of 5 straight after taking over the campaign.• Presented with Top Dog award from the CEO for “Developing People”.

I was responsible of supervising a team of 30 call centre operatives for an Auto Insurance lead generating client based in US.Duties:• Monitor all calls to ensure that due procedures and quality standards are strictly adhered to.• Facilitate and organize mentoring and training session for all agents and participate in recruitment of new call centre agents.Achievements:• Implemented new Daily Reporting Format Company wide.• Given an opportunity to be an acting Director of operations of over 250 employees for 3 days in the absence of the higher management and successfully achieved 22% increase in Revenue compared to previous week’s results.• On the success of above results, I was promoted to Project Manager.• Presented with Top Dog award from the CEO for “Results, Attendance and Quality”.