Managing and developing a team of business development executives to create new development opportunities.

Managed a team of Customer resolution specialist, resolving queries and complaints in a well known automotive industry

Currently managing a team of 16-20 FTE employees to hit KPI’s, whilst working on their development. Working with other departments within TSYS and Nationwide to provide highest level of service to meet Customer expectations. •Carrying out day to day coaching, one to one engafment and implementing SMART objectives.•Guiding new and old staff alike to achieve the most on their individual devopment plans.•Achieve targets in terms of service level agreement, quality and core KPI's.•Problem solving as well as in-depth complaint handling•Assisting internal departments such as Compliance, Correspondence, Customer Experience and Complaints Resolution.•Review and implement changes to processes as to achieve business goals.•Real Time Analysis to ensure Service level agreements are achieved.

Duties included handling customer queries and enquiries. Delivering target driven sales targets via the use of customer service principles. I exhibit verbal and listening skills, problem solving, complaints handling and attention to detail. I’ve worked alongside managers to improve on service and sales revenue. Initiating and implementing new methods to drive performance. I have delivered training to new staff on a range of bank products as well as procedures.•Training and developing new team members.•Took on escalations and complaint handling. •Created reports managing stats, later implementing it to rest of team for feedback and training purposes. •Achieved sales targets whilst ensuring that the highest level of customer service was delivered.•Managed the team in the absence of managers, setting objectives and goals. Planning and implement personal development plans for trainee staff. Coaching and developing new staff to become experienced agents.

Employed by the international DVD retail/rental conglomerate. Duties included cash handling, opening and closing of store as well as ordering and receiving stock. Processing new products in addition merchandising through promotions. Running shifts as a “manager on duty” managing store operations, supervising staff. Dealing with telephone enquires and complaints. Initiating and implementing innovative promotional strategies alongside managers to increase sales revenue.•Day to day management of a busy operational sales floor. •“Shift Running” managed a team of 3 to 4 in absence of management, including cash handling and key holder duties.•Trained and developed new staff to be compliant and reach personal goals.•First point of contact complaint resolution and risk assesment.