Jane Langan Email and Phone Number

One novel written, three others in progress.

Vintage Books, Crockery, Kitsch Cats plus Gifts from East of India and handmade candles, cards, bath salts, necklaces and much more....

Operational Management of 50+ FTE delivering exceptional customer service whilst being the Regulator of choice

Strategic management of the Contact Centre

LloydsTSB Autolease(Eleven month contract - finished early to take maternity leave)Day to day running of the Bank Team (looking after internal customers) including appraisals and disciplinary procedures.Took an under performing team of ten and improved level of service, by introducing new procedures and flexibility across the team.Created Pool Training Pack so that all members of the team could assist with Pool Car Queries.Created a FAQ's document for all of Customer Services so that they could respond and assist with Bank Team calls.Assisted with Lean Process to improve efficiency within Customer Service, looking specifically at improving levels of renewals.Worked with the other Team Leaders to improve the appraisal process and strategy for career progression.

Implement Support, ensuring a seamless transition from project to business as usual for all support groups within Service Delivery.Proactively identify areas for improvement and take the relevant steps to ensure continuous improvement.Implemented and embedded Support on the following Projects: Upgrade from NT to XP for all PC's in the Britvic EstateRelease 2, 3.1 and Release 6 of SiebelRebuilds IT Products CatalogueRoot FixesPentabletsPentablet Upgrades to XPThe Broadband SolutionThe change from one Corporate Credit Card to anotherCreated Call Flows, Updated SLA Documentation and call logging system, updated all Change Requests from NT to XPScheduled trainingNegotiated Citrix Support contract with SCCPresented to, updated and agreed processes with Service Delivery Managers and staff

I was responsible for providing quality data, first time, every time. This included:Car List's for our Key Accounts customers, providing details of new vehicles available, including discounts, residual values, service budgets etc.Realisation of new models and specials on to our bespoke systemProviding QuotesSale & Leaseback UnitI was progressing a project to get our data stream from CAP to our systemsI set up the Sale and Leaseback Unit including, processes, stats and communication to the Business.Initiated a Pricing Bulletin for our customers, which could be found on our Intranet.Started regular communication meetings with Customer Services to improve service, aid communication and raise issues in an open forum.Budget Management and recruitment of personnel.Attended regular meetings with manufacturers to help improve our relationships and increase accuracy of data provided.

Managed, motivated and cross-trained an under achieving team to improve performance, flexibility analysis on starting 35% on leaving 72%.Managed complaints to completion, improving customer satisfaction.Completed and documented processes, service level agreements and updated ISO documents.Arranged training for team in basic word, excel and Alfa (internal system), plus customer service training.Monthly reconciliation of data to help reduce fines and improve delivery of service, particularly around Road Fund Licences.Supported Manager to achieve improved results within the department, took over the Managers position in March, when he was seconded to another project. Took a course in Kepnor Tregoe Project Management, I used these techniques to handover Fleet Administration and in my new role for other projects.

Exceeded objectives as an IT Analyst, resulting in promotion to Team Leader, a post I held successfully for five years.Responsible, as part of the senior management team, for improved delivery of frontline fixes to 75% of 700 daily calls, whilst continually achieving SLA's. Identified the need for, and produced, a new starter manual to provide fixes for core subjects and enable staff to attain competency levels.Handled performance issues effectively, resulting in a marked improvement of productiveness.Provided assistance to the Help Desk Manager, advising them on technical issues and supporting them during meetings.Actively involved in recruitment assessment centres and interviews to ensure high retention levels of quality staff were maintained.Updated or produced procedures where necessary to minimise repeat of escalated calls, communicated procedures via the intranet, email or training, depending on requirements.Produced reports, including weekly and monthly KPI's and trend analysis, with additional bespoke reporting for strategic management of the business by Board Level Executive Team.Created six monthly Best Practice Workshops to provide an open forum to air grievances, reinforce SLA's, KPI's and Customer Charter and any current business issues. The workshops contributed to improved motivation and performance levels.Managed third party service providers when issues arose, chaired and participated in service review meetings

I worked in a number of City Centre Branches, maintaining high levels of prompt service and accuracy, to a range of customers whilst minimising queue waiting times.Dial