Hetal Jethwa Email & Phone Number

Remote

Managing a remote team of Customer Service agents

Watford, United Kingdom

• Coach and develop a team of 12 Advisors to take ownership to make real time decisions
• Ensuring customer queries are answered with the aim of first contact resolution then responded to within an agreed response time
• Achieve KPI’s whilst maintaining excellent quality, including CPH, FCR, NPS and the quality of responses customers receive
• Work with the Implementation Team to test new and existing Customer Care processes
• Brief/Debrief teams on changes and new processes throughout the shift
• Set clear objectives and conduct weekly quality checks with my team

Westgate

• Key responsibilities
• Deputise for the Centre Manager and provide support.
• Leadership and management of all staff engaged in B2B research within the centre.
• Responsible for managing all B2B projects, including International projects during fieldwork to tight deadlines for large multinational clients as well as research on behalf of the government.
• Performance Management of direct reports from Shift Manager to Supervisor level.
• Resourced, planned and booked interviewers to ensure project finished to budget and on time.

Wembley

• Key responsibilities
• Responsible for managing all B2B projects during fieldwork to specification, tight deadlines and budget for large multinational clients as well as research on behalf of the government.
• Managed multi country ad hoc and tracking projects across various different languages with various high level respondents like board members and CEO’s from big multinational companies to respondents working in the.
• Forward plan to ensure the correct amount and quality of resource is available for future B2B workloads.
• Ensured all B2B work was carried out with the right performance and quality standards set by the business.
• Created Supervisor rota weekly and allocated Supervisors to projects.

Wembley

• Key responsibilities
• Supervisor for business and consumer projects.
• Ownership of the day to day delivery for one or more projects.
• Ensured strike rates are met within a set budget by setting challenging targets for the team.
• Ensured quality control targets were met and managed the quality team assigned to each project.
• Provided feedback on project progress and fieldwork.

Richmond

• Key responsibilities
• Responsible for monitoring the quality of interviewers.
• Supported interviewers and new starters.
• Motivated interviewers.
• Supported Supervisors in their day to day tasks.

Richmond

• Key responsibilities
• Cold calling businesses and households with the aim of completing a research study.
• Working on behalf of international firms as well as government departments and other ad hoc projects.
• Maintaining a positive tone and attitude at all times.
• Successfully inputting and dealing with confidential data on a daily basis.

Bachelor Of Arts (Ba), Business Administration, Lower Second Class 2:2

Btec Higher National Diploma, Business And Finance, 2 Distinctions, 3 Merits And 1 Pass