Recently I have joined Foundever as an inbound customer service agent, and rapidly progressed to the role of a quality analyst. My previous experience in compliance monitoring, report writing, and collaboration with key clients has equipped me with a keen eye for detail and a commitment to maintaining high standards for clients. My responsibilities include managing compliance processes, agent productivity, and providing feedback directly to agents and managers. This would entail call listening, data analysis, customer feedback, and other metrics identifying areas of improvement, creating strategies, and setting goals to ensure customer satisfaction and operational efficiency. I thrive within this field of work, as I have strengths within mentoring and developing individuals, contributing to team growth.

Within my time at Jayco Recruitment, I fulfilled the roles of Compliance Administrator and Receptionist. Initially recruited for compliance, I took on reception duties due to staff absence, showcasing versatility in agency recruitment. Responsibilities included greeting candidates, collecting right-to-work documents, preparing candidates for interviews, managing the recruitment pipeline, and ensuring all candidates are fully compliant. Daily tasks involved follow-ups for required documents, assigning online training, processing DBS for screening, and managing employer references. I also handled weekly reports for expiring compliance, issuing necessary instructions to workers.

When I joined Webhelp which was part of a TUPE transfer from SITEL. I had been recently promoted to join the product specialist team by the client. Which involved multi skilling through a range of varied roles such as, working Inbound taking calls from internal agents seeking advice with customers queries, investigating and chasing various escalations raised to taking over complex complaints and fraud cases. This also involved emailing customers or client partners to seek further information to assist further within queries or complaints. Whilst working with complaints this helped provide feedback how agents have handled the case prior to escalation in order to improve the quality of customer service provided. Due to being within the field of compliance. I have also stepped in to help monitor agent productivity, as well as their quality and compliance. Providing feedback directly with managers which also involved report writing and working with quality analysts

During my tenure at SITEL/Webhelp, I engaged in inbound/outbound customer service and served as a Product Specialist. I handled varied tasks, including inbound/outbound calls, improving customer interaction skills through effective questioning techniques. I excelled both individually and as part of a team, meeting personal and team targets. Initially working on the Nectar campaign, I addressed general/technical queries, fraud cases, and complaints for three years, until October 2020. I was subsequently promoted to the Product Specialist team, where I managed escalation cases, provided advice to internal agents, and handled complex complaints.In the Product Specialist role, I engaged in multi-skilled tasks such as working on escalation cases by emailing customers or client partners for additional information to resolve queries or complaints. This role also involved monitoring agent productivity, quality, and compliance, providing feedback directly to managers, and collaborating with quality analysts. As part of the compliance field, I contributed to improving the quality of customer service by assessing and enhancing agent performance through report writing and collaboration with relevant stakeholders.