Jennifer Graham Email & Phone Number

Renfrew, Gb

Renfrew, Gb

Glasgow, Scotland, United Kingdom

I’m working as a Real Time & Planning Analyst where I deliver expected service levels through real time queue management and monitoring specialist activity adherence. My main duties are:- Monitoring real time call/chat flows, administration queues and provide support to the queues and aim to maximise service outcomes- Provide hourly and end of day updates to the business to communicate our service position- Monitor call/chat flows through Odigo/Amazon Connect and act to maximise service outcomes- Deliver adherence reports and challenge behaviours where appropriate- Utilise periods of availability to achieve CPD targets and offer investment time- Monitor mailbox activity and update / respond as required in a timely manner- Updating WFM system with absence, offline activity and building shifts- Schedule offline within the Operations and Claims areas

Glasgow, Scotland, United Kingdom

I have worked for Esure for the last 5 years and have gained a lot of skills and knowledge from the company. I work in the Digital Operations department who services policies for over 3 million customers. My main duties are: - Allocating work to agents for them to process and bring their point of contact - Amending shifts and holidays through Verint- Training out tasks within my departments- Running daily reports to see the departments stats - Responding to customer queries - Processing policies (including internal) in a variety of areas such as Email, Social media, faxes and calls - Auditing robotics work - Processed BACS and payments for customer accounts - Met daily KPIs - Supported other departments as required - Induction champion and ‘go-to’ person within the department

Glasgow, Glasgow City, United Kingdom

My role with Scottish power was a customer service role of helping customers also upselling boilers and care packages. - Taking inbound calls, and dealing with questions efficiently and effectively - Assisting in training new members of staff - Delivering an excellent customer experience, helping customers choose the right product and/or service that meet their requirements - Consistently exceeding key performance indicators, and individual and company targets.

This was a customer support role dealing with customer queries via email and phone call. - Responding to customer emails in an efficient timescale. - Investigating customer complaints - Liaising with different companies and departments. - Meeting personal targets.

I worked within the cavity wall and loft installation team, who managed inbound customer calls. - Taking inbound calls and dealing with customer queries. - Doing customer surveys - Arranging appointments

Higher Education, Events Management

Hnd, Events Management

Education record