The team and I monitor over 1000 different customers ranging from large scale construction sites and private estates to small businesses and residential properties. Working the night shift is when a bulk of the criminal activity will occur so having my wits about me and being able to react quickly is essential. So far I have managed to prevent 4 separate large scale theft attempts with a total asset loss prevention of £450,000. Along with providing customers accurate reports of any CCTV/Alarm activity I have been engaging clients with my customer service skills to further build trust and rapport, which has helped to extend and expand current contracts. I have used my previous work experience to advantage in helping me to learn how to operate 2 separate alarm systems and analysing data provided to maximise the service provided and limit the cost to the business

Working in a fast paced sales environment helping clients to claim back money for mis-sold PPI. I speak with 15 – 20 clients a day and am tasked with obtaining all relevant details to put forward the best possible case to help clients get their money back. Whilst helping clients put together the strongest case possible with a view to successfully reclaiming their money, I was generating new business via the company recommend a friend scheme.I have finished 138% of target for the year and generated over £200,000 in new business. I was invited to the company awards in my first quarter due to outstanding performance and have been commended as one of the top referral generators in my business area

In my current role as Team Manager, I drive and inspire teams of 12 people who are tasked with answering up to 50 general enquiries calls a day after completing 4 weeks classroom training. I ensure that my team are fully engaged with the best practice and standards of service, by engaging in one to one coaching sessions and consistently improving sales and service performance to finish each year a minimum of 15% above target.Hosting welfare reviews to minimise stress impact of the business to my staff, which not only slashed staff turnover by 50% but also saw a significant reduction in anxiety and depression and work related stress sickness cases. Utilising call assurance checks to drive a 38% increase in compliance with a latest end of year score of 98%. Creating and delivering buzz sessions and various training and learning activities which have ensured my team are within the top 3 performing teams for the last 3 years running, this has been achieved by analysing and interpreting data to highlight key areas for improvement. My hands on approach and fiery passion is how I engage my staff to promote our additional energy, telephone and broadband products to as many customers as possible. Focusing on my lowest performers I have continuously smashed sales and service targets by as much as 40% whilst reducing call handling time by up to 8 minutes per call. I regularly take calls to demonstrate being able to identify opportunities and capitalise on them whilst delivering a fantastic customer experience. I pride myself on not only being a leader for my team but a trusted developer.

In my position i am working among 7 or 8 teams and in the call center environment i am up on my feet most of the day, ensuring all staff members are happy, keeping up performance,confidence and delivering 5 star customer service. I am targeted with overall team performances and am very passionate about my role, luckily the two go hand in hand as i would like to think that passion infects those i work with and influences performance in a good way.

Handling front line escalations from call centre and driving first call resolution for all complaints. Ensuring that all backlogs were managed and any follow up complaint work was completed in a timely and efficient manner. This included liaising with customers via phone, email and letter and also providing telephony support for the call centre when required.

Providing support and development for new starters and helping to establish skills to pursue career goals. Coaching advisors to handle different calls whilst following a structure to optimise service delivery, efficiency and upselling of additional products. Helping to reduce the variation in service delivery with consistency in approach to coaching and creating development plans for individual advisors and teams to follow and also assisting the zone with floor support and telephony cover.

Answering up to 50 calls a day from customers with a wide range of queries and complaints whilst ensuring all KPIs were hit and delivering a world class customer service. Promotion of company products and services to all customers to ensure rapid growth of the business whilst remaining compliant and always striving for a first call resolution.