Izzy Beresford Email and Phone Number

During this term in office, I furnish robust support to over 300 engineers in UK and Ireland, whilst serving 24 hours and 365 days at call centre. Moreover, I pursue rules and standards through cohesive plans with a focus on target-driven SLA's and KPI's. In the meanwhile, I initiate and implement monthly 121's, whilst grooming professional skills of staff through proper training and mentoring. In order to realize operational needs, I steer and guide on certain initiatives for viable… Show more During this term in office, I furnish robust support to over 300 engineers in UK and Ireland, whilst serving 24 hours and 365 days at call centre. Moreover, I pursue rules and standards through cohesive plans with a focus on target-driven SLA's and KPI's. In the meanwhile, I initiate and implement monthly 121's, whilst grooming professional skills of staff through proper training and mentoring. In order to realize operational needs, I steer and guide on certain initiatives for viable policies/procedures to meet operational needs. With a focus on service improvements, I identify and resolve intricate issues to develop and implement processes. I oversaw client reports for key clients, including Oxford University.My proudest achievements during this job role are:• I managed and minimized overheads by 33% by employing performance statistics and natural wastage, whilst maintaining industry standard as per SLA's.• I ensured customer service continuity by establishing business continuity for the call centre's remote operations during the covid pandemic.• I planned, oversaw, and established 24-seat national call centre, whilst also managing recruitment and ongoing training.• I steered and guided the team to streamline administrative processes for over 300 engineers, serving over 4000 lifts across UK. Show less

Drawing upon this job role, I recommended and created service centre processes, manuals, governance, and operational documents in relation to client ready form and cognisance of GDPR. Furthermore, I groomed professional skills of team to resolve complex inquiries of subtle nature. In order to have continuous improvement, I managed platform's performance, whilst analysing services to find possibilities; manged UAT for system updates; uncovered and resolved abnormalities and devised ways to… Show more Drawing upon this job role, I recommended and created service centre processes, manuals, governance, and operational documents in relation to client ready form and cognisance of GDPR. Furthermore, I groomed professional skills of team to resolve complex inquiries of subtle nature. In order to have continuous improvement, I managed platform's performance, whilst analysing services to find possibilities; manged UAT for system updates; uncovered and resolved abnormalities and devised ways to combat fraud detection.My meritorious achievements for this job role were:• I acted as a representative for team; formulated performance metrics to improve performance.• I delivered exceptional services in setting up a service centre to facilitate appointing staff, digital business, and proper arrangements for training.• I ensured complete provision of operational performance with regard to sensitive data. Show less

During this term in office, I mentored 20 team members in diverse ways. Moreover, I put my constructive input on multiple tasks such as two direct reports, performance criteria, team reviews, bonuses on better performance, learning/ development programmes. On the other hand, I collaborated with management by providing viable business plans and corporate development initiatives.My key accomplishments during this job role were:• I attained world class rating related to staff engagement… Show more During this term in office, I mentored 20 team members in diverse ways. Moreover, I put my constructive input on multiple tasks such as two direct reports, performance criteria, team reviews, bonuses on better performance, learning/ development programmes. On the other hand, I collaborated with management by providing viable business plans and corporate development initiatives.My key accomplishments during this job role were:• I attained world class rating related to staff engagement as well as survey conducted for satisfaction rate.• I provided valuable support by managing call centre and responding to 500 to 1000 calls per day, whilst responding to 90% calls in a short span of 20 seconds. Show less

During this term in office, I provided excellent services in managing ISO 9001:2008 functions such as internal auditing, training materials, issuance of certificates, and skills cards.