Jan Carr Email and Phone Number

Having worked at Virgin Money for 13 years, I have gained a wealth of experience and track record in Coaching, Managing, Training and Facilitation, across a full time and part time basis. Latterly a Coach within the Customer Improvement area. Liaising with stakeholders and colleagues, determining key areas of focus via facilitation, formulating a plan, negotiating parameters, through to then writing, implementation and delivery of training for the Customer Relations team. 5 years within Credit Card Department from inception to October 2019 - Dedicated to providing quality coaching and development, knowing people are our greatest asset. Success is celebrated and a motivating environment for development supporting team managers and colleagues alike. Feedback provided in the three core areas of Customer Experience, Compliance and Control Assurance, all supporting the company values, completed within a solid framework and adhering to GDPR standards. Continuous improvements identified, facilitated and solutions implemented all to make the customer journey exceptional. Ongoing communication via buzz sessions and training sessions to build knowledge and succession planning. 4 years - Branch Manager within the Branch Network. Managing team to provide excellent customer service on a face to face basis, covering Savings, Current Account, Investments and Insurance. Developing and coaching of all colleagues, in all areas connected to bank life, progression all within the necessary framework however not hindering a creative flair. A further 4 years in other roles within Virgin Money - Customer Service and Sales Manager within Contact Centre and Customer Service and Sales Coach within HR function.

I managed the Customer Service and Call Centre Operations for ScS controlling a budget of £1,000,000 ensuring costs in resource, materials, incentives were performing effectively comparing forecast with actual and generation of revenue via debit calculations to suppliers. Excellent Customer Service was delivered to the 81 stores across the UK, with anticipated growth being 20 stores per year. This incorporated 40 FTE and 20 Furniture Suppliers, working closely with the Upholsterer Manager and have a dual responsibility for the 25 upholsterers continuously striving to achieve service level agreements including one call resolution and first time hit ratio.I reported to Operations Director, latterly Head of After Care.

I proactively managed a department incorporating 7 Team Supervisors, 14 Senior Coaching Advisors and 105 Customer Service Representatives. Total Headcount 126 reporting into a Customer Service Manager. Responsible for the delivery of the POP (Promotion of Orange Products) via campaigns, training and ongoing development to ensure customers received superb customer interactions and had available to them the services that best suited their needs. This supported our mission statement of 'The future is bright the future is Orange', whilst gaining maximum retention, reducing churn enhancing loyalty. When delivering excellent customer service, this was measured by customer satisfaction targets and feeding back on process issues that affect our customer transactions whilst providing ongoing support to influence customer interaction. Overall goal to promote ‘One Call Resolution’ whilst working alongside the Caress Team (Customer Satisfaction Survey).I effectively lead, coached and developed Team Supervisors to excel in all efficiency areas together with people management incorporating absence and attrition along with people satisfaction. This was evident in all teams, whilst I also interacted, communicated and lead my department to ensure a positive working environment for all, with proven results. Service Levels were managed on a continuous basis via monitoring resource against customer service levels and call queue performance with a view to continual operational improvement, effective customer experience from each team player.