Harry Fairhall Email & Phone Number

Chelmsford, England, United Kingdom

Essex

I was responsible to lead, coach and motivate a team of experience and new associates to meet and exceed business objectives. To create a culture of pride, commitment and customer focus in every aspect of their role. I supported a Team Manager in the oversight of my team and delivery of service's to clients and customers.I supported operational management as well as overcome customer objections by handling calls that have escalated from an associate due to customer dissatisfaction.I assisted in the planning and implementation of agreed initiatives as well as review and understand Ml data.I was a referral point for associates meaning I have to ensure I am Visible and approachable at all times. If I needed to step away from my desk, I would make the associates aware whom they can refer to.I was responsible for enhancing the training material for companies that are not trained as part of the induction process as well as supporting the Team Manager with new starter sign offs and cross skilling existing staff to the companies I am responsible for.If needed I would assist the associate’s and managers with call volumes by receiving calls from customers who need assistance. I delivered coaching on a daily basis to all of my associates as well as help with the development of those who are not at the quality they could be.During my time as a Team leader, I liaised with several other departments to remodel our company knowledge center, creating a new walk-through so information is easily accessible for the associates and to ensure that all information is correct as to give our customers the best possible service. I was acknowledged for my hard work and dedication by one of the companies I am responsible for and was awarded in recognition for my dedication at customer service, the work I did for our knowledge center and for initiating a project regarding uncollected direct debit payments.

Essex

My role as was a trainer for new associates joining the business with 5 other STA's. My duties included teaching the new employees about the business and developing them into confident and competent members of staff.We would start the new associate's journey by teaching generic procedures and processes that are used over all management companies and then move onto teaching them how to use our systems.In whole this part of their journey would take 5 working days. After this we would teach the associates about their allocated management companies, explaining the processes and procedures of that was specific to the company they would work for.This means I would need to keep up to date with any changes and become an expert in the companies I taught. I would coach on a daily basis and quality check their work and the new associates phone call quality when speaking to clients.I had to learn to adapt my training style to match the person I was coaching as well as adapt to any changes that came through.We would always look at ways of improving the training journey for our new associates.During my time as a STA I created a new diary system to help us keep track of what each STA had to do, where they needed to be and with whom.I also proposed a new training journey for our new starters that we all agreed to and worked together to make this possible, changing the training material to match that of each company we taught. This practice is still in effect at present.

Essex

I was asked to take on this role for a short period of time while a member of the team was briefly out of the business. During my time in this role I was given a project to improve certain procedures and create a new guide's using Business Optix. I helped create a tool to collect information from several different sources into a single place so the management team could see any trends of the data. I was also asked to assist with the day to day tasks of the Admin team such as;• Quality check escalated calls. Did the associate or the manager close the call correctly to ensure work is raised for all applicable departments and any complaints are raised within the correct timescales?• Receive, log, investigate and escalate errors and corrective actions that had been identified.• Listen to calls to clarify details of work raised by client services voice. Check if clients cheques have been cashed upon request.• I would move any work items with financial implications to the top of the work queue.

Basildon, England, United Kingdom

I provided an effective & efficient service function to customers, mostly by telephone, but by any appropriate means of communication, to greatly enhance the reputation of the SS&C and the management companies we administer as a truly customer focused Company. I would respond positively to the goals of the Contact Centre, support colleagues, and actively add to the success of the overall Contact Centre. I attended and actively contributed to team meetings. I assisted every area of the business to improve overall customer service. I had to be committed to putting the customer first and providing an excellent customer service at all times. This would include calling following certain steps all the way through ensuring clients is kept updated. During my time in this role I had created a tool for the team to use to help make their day to day work life simpler by collating information, asked on a daily basis, into one place. I also took the role of the R&R rep (Rewards and Recognition) and the SID Rep (Suggestions, Improvements and development). For these role's I created tools to have the data, collected from different sources, in a single location. I was also nominated by my team to become the R&P (Resource and Planning) Liaison for my department.