Hazel Thomas Email & Phone Number

Newbury, Berkshire, United Kingdom

° Training Consultant for craft apprentices° Member of the delivery team for 'on-boarding', L2 Customer Service Practitioner Standard and internal Skills and Behaviours award. ° Achieved three level 3 NVQs within 12 months: ° L3 Award in Education & Training from Highfield, Achieved April 2019 ° L3 Certificate in Assessing Vocational Achievement from Highfield, Achieved January 2019 ° L3 Certificate in Advice & Guidance from Pearson, Achieved July 2018

Newbury, Berkshire, United Kingdom

Managing up to 50 wholesale accounts in South of England, Wales, N.Ireland & IrelandCreated and implemented training plans for new employees within the Customer Service team. Provide product and system training for new employeesSage Super User. Alongside CS manager, Created user manuals from scratch for use in training the rest of the CS team on the system in preparation for the go live date. Aided the implementation of the Sage CRM. Fire Marshall First-aider

Managing the customer experience for 50 Key Accounts from the south of England.Processing and tracking orders until delivery for Key Accounts.Answering calls from Wholesale customers and end users; responding to a vast array of queries in a team that takes over 80% of incoming calls to the business.Providing timely responses to wholesale customer and end user letters and emails.Attending trade showsManaging the debit and credit procedure for Key Accounts with over 95% completion within 30 daysReporting on key account progress in line with individual and company targets

Taking complaint escalations from customer service advisors, working with the customer to find a mutually benefical resolution. Communicating with customers via telephone, email and post in relation to ongoing and resolved complaints. Assisting advisors with their calls and sharing best practice. Ensuring that all complaints are managed in line with OFGEM regulation and complainy policy.

Listening to agents calls and providing coaching in relation to the sales cycle to improve their sales success and sharing best practice. Ensuring that all calls were handled in relation to OFCOM regulation and company policy. Reporting sales stats to the Sales Manager. Completing working hour speadsheets, and completing return to work interviews with advisors to be reported to HR. Providing motivation during team buzzes, advising on the position of the team in relation to ongoing incentives, and on how the team were performing compared to the other sales teams. Entered team leader training January 2013 where I was given the graduation bay to look after, performing all duties of a manager with the ability to report any problems to a manager mentor.

Newbury, Berkshire, United Kingdom

Critical Care product group

• Managed and processed telephone and email orders within 2-4 hour SLAs• Built and maintained relationships with main contactsAssisted in the migration of existing Small business and Public Sector accounts

Primary Practice, Education, Diploma Of Higher Education In Primary Practice

Activities and Societies: Fair Trade Volunteers

Education record