Jonathan Mahon Email & Phone Number

Oldbury, Gb

Sandwell, England, United Kingdom

- Responsible for the delivery and allocation of resources including scheduling, forecasting and planning, historical, intraday andreal-time reporting to ensure service targets are achieved that deliver an exceptional customerexperience whilst meeting customer demand.- Regularly monitoring customer data to identify, analyse and demonstrate effective root cause analysis and act on key trends making recommendations/changes to improve the overall customer experience and reduce… Show more - Responsible for the delivery and allocation of resources including scheduling, forecasting and planning, historical, intraday andreal-time reporting to ensure service targets are achieved that deliver an exceptional customerexperience whilst meeting customer demand.- Regularly monitoring customer data to identify, analyse and demonstrate effective root cause analysis and act on key trends making recommendations/changes to improve the overall customer experience and reduce customer dissatisfaction.- Responsible for gathering data and undertaking research, and to develop business intelligence reports to measure customer satisfaction and complaints performance against objectives.- Continually monitor, review information and identify trends at a team and individual level to identify key areas causing impact to service and highlight suggestions to the Business Manager for improvement.- Communicate complex information effectively using a variety of mediums and responsible for daily supervision, providing clear, concise direction, support and guidance through effective coaching and leadership.- Utilizing Microsoft packages such as Excel and Power BI, connecting to data warehouses and transforming data into presentable dashboards. Show less

Sandwell, England, United Kingdom

- Handling customer enquiries for various call types in relation to housing and corporate queries. - Offering a bespoke yet process driven service to ensure customer satisfaction whilst demonstrating an understanding of first call resolution to reduce call backs. - Providing help to those who need assistance to access our services and influence customers to access services independently.

Oldbury, England, United Kingdom

- Working in a very busy call centre environment, actively promoting, and selling services.- Providing a renowned service for both domestic and landlord customers. Resolving customer queries and complaints, whilst also deputizing for management when required.- Identifying the need for services and up selling when possible, all whilst adhering to FCA regulations.

Sandwell, England, United Kingdom

- Managing and allocating workloads for various trades, pre-planning repairs work to meet tenant demand.- Ensuring deadlines were met and work was completed to a satisfactory standard. - Ensuring resources were allocated in the most productive way whilst providing advice to both tradesmen and call centre advisors.

Level 4, Data Analysis, Pass

Level 2, Mathematics, Pass

I undertook my Mathematics Level 2 qualification as part of my Data Analyst apprenticeship.

Nvq Level 3, Customer Service Support/Call Center/Teleservice Operation, Pass

Nvq Level 2, Ict, Pass