Jas Bhogal Email & Phone Number

Telford, GB

Birmingham, England, United Kingdom

• As part of the command team, responsible for over 290 contact handlers/supervisors split over two sites, operating 27/7 providing a critical emergency service to the region of West Midlands. In recent months was also.
• Led, developed, and implemented a new virtual recruitment process to sustain recruitment throughout the pandemic, resulting in continuation of service delivery throughout
• Following the pandemic developed a critical plan to encompass the key learning throughout the national pandemic, which has now been incorporated in the departments Business Continuity Plan.
• Development of new digital channels include Live Chat and on-line reporting to provide comprehensive channel choice to the citizens and the demographics of West Midlands region
• Developed and secured executive approval to implement a new approach to ‘service delivery officer’ roles within the department, which resulted in an uplift of 40% of more resources for these roles
• Led and implemented a new performance management framework that includes both quantitative and qualitative measures to drive contact centre performance and sustain improvements

Codsall - West Midlands

In this role I have consistently demonstrated strong aptitudes in managing customer service and ICT delivery as well as developing innovative Business Transformation and Corporate Change Programmes. I secured business case approval and funding for delivery of an Agile and Digital Transformation initiative by March 2020 (negotiating successfully with all.

Codsall, West Midlands

I played a central role in the successful development and implementation of a customer service excellence strategy as well as a customer digital strategy, (reporting jointly in both instances to the responsible director and CEO) and also delivered sustained performance improvements within the Contact Centre and created a new Customer Feedback Policy, in.

Coventry, United Kingdom

I developed a new and better customer focused culture, an innovative customer complaints policy and secured council wide implementation of a new customer charter; worked in close collaboration throughout with executive management and all key stakeholders (including trade unions); had local responsibility for more than 100 members of staff (divided between.

Oldbury, West Midlands

In this role, I worked closely with the Councils strategic partner British Telecom (BT) in business process re-design to facilitate new service/business migration into the corporate contact centre. This included the development and approval of a robust methodology to aid a smooth transition to the corporate contact centre. I was also given extra.

Oldbury, West Midlands

Key responsibilities included facilitating a debt recovery service, and general customer service delivery through multiple customer communication channels. Namely, face to face, telephone, email and written communication. This included responsibility for the recruitment, training & development for over 55 staff members who were located over three different.

West Bromwich, West Midlands

Demanding a high level of analytical ability, this role combined a comprehensive technical knowledge of call centre technology with a requirement to communicate key information and recommendations to relevant individuals/teams, including senior management. The position operated at a decision maker level within the Contact Centre on matters relating to.

Associate’S Degree, Business Administration - Post Graduate Certificate (1 Year Study), Pass

I studied business Studies and Law. I than went on and completed a post graduate certificate in Business Administration

Bachelor’S Degree, Business Studies With Law (Combined Studies), Upper Second (2/1)

Associate’S Degree, National Diploma In Business And Finance, Merits And Distinctions