Leanne Cragg Email & Phone Number

Warrington, United Kingdom

Warrington, United Kingdom

I am team manager who provides support and leadership to a team of inbound sales agents. Overseeing the workload and ensuring that my team deliver a high standard of customer experience. I am accountable for my teams performance by tracking set SLA’s, KPI’s and targets on an individual and team basis. I measure, reviewed and develop improvement and delivered feedback accordingly. I develop advisor skills and managed them inline with company policies and procedures. I deliver coaching and drive a brighter culture. I managed resource and ensured adequate training for new starters. I communicate with internal and external networks in order to rectify problems. A pro active approach in identifying areas of development with processes and procedures to drive continuous improvements. I invested in my team and hold regular one to one’s to offer support and effective development plans.

I was a team manager who provided support and leadership to a team of partner service account managers. Overseeing the workload and ensuring that my team delivered efficient, effective and a bespoke service to our customers. I was accountable for my teams performance by tracking set SLA’s, KPI’s and targets on an individual and team basis. I measured, reviewed and develop improvement and delivered feedback accordingly. I developed advisor skills and managed them inline with company policies and procedures. I delivered coaching and drove a brighter business culture. I worked alongside key stake holders to share best practice. I managed resource and ensured adequate training for new starters. I communicated with internal and external networks in order to rectify problems. A pro active approach in identifying areas of development with processes and procedures to drive continuous improvements. I invested in my team and held regular team meetings and individual one to one’s to offer support and effective development plans.

Warrington, United Kingdom

My role at Talk Talk was working on the enterprise B2B wholesale campaign. I worked with one of our biggest re seller customers who provide broadband to other businesses. I managed the orders end to end. I liaised with Openreach who are providing the service and communicated with my customer. I provided daily reports which highlight customer delay, aged WIP and the latest updates on the orders. We had weekly conference calls to discuss priority orders and attended service reviews. When I started my role, I was given a customer who Talk Talk had worked with for many years but they was un happy with the service wrap that they was being provided. I worked closely with the customer by setting expectations from both them and my self and put together a service improvement plan. I strengthened the relationship and they have now more than doubled their orders. I was recognised and awarded for this. I create daily work flow reports for my team to ensure our customers are getting the best and quickest response to their queries for the rest of the team. I have helped to train our new starters to ensure they are providing the correct level of communication and relationship with our customers. I hold morning briefs with my team to help to motivate them and to ensure that all work flow is covered.

Birchwood, Warrington

In my role of Compliance Manager, it was my responsibility to focus on areas of risk within the business. This included overseeing the recruitment process, training, compliance, DPA, TCF, retention, scripts, staff folders and looking into trends. I analysed all of these areas of the business to avoid, highlight and reduce any risk. I worked closely with the operations managers to place advisers on performance plans when specific SLA’s and KPI’s are missed due to poor sales/compliance results. It is important that we always adhered and follow the processes to ensure that we would pass any audits. I have been involved in prepping for audits we have had by providing the required information. I have also completed internal audits on employee folders and staff folders. I was responsible for keeping all scripts up to date and in line with FCA and client expectations. With new clients I would also ensure that we have all the correct systems and controls in place. This includes scripts, competency test, admin fulfilment and admin processes. I ensured that all staff were up to date with annual sign off and tests and keep our training and competency log up to date. I dealt with customer complaints and ensure the process had been followed, feedback when necessary to advisors and put additional checks in place to ensure the complaint reason does not occur again. I was responsible for the maintenance of our internal breach log. Any breaches that are caused by advisor or GID need to be recorded and sent annually to the FCA. On a daily basis I QC'd admin to ensure we are sending the correct documentation to our customers. I would train any new call verification officers. I had the ability to manage workflow and resources to achieve my performance levels.

Warrington, United Kingdom

I started with CPM as a sales agent on the British Gas campaign. I quickly moved into the Quality Team and was part of this team for 6 and a half years. My role involved monitoring the agent’s calls to make sure that they are compliant and were quoting the statements that are legally required. I fedback to agents with the call I have marked, I explain if they have failed, what they have failed on and what action was needed to avoid repeat failings. I had to regularly complete an agent investigation if I believed that the agent was being fraudulent. I would need to complete the investigation and collate all the relevant information to support our HR team. I supported the Verification Team. The team included agents that were not meeting the expected level of compliance. I listened remotely to calls and did side by side coaching providing appropriate feedback and verified every sales call they made. I also held briefs with the agents when there were any changes within BG policies or procedures. I also dealt with the complaints process which involved saving calls and extracts, then sent them to the client. When I received the feedback from the client, I would feedback the relevant information to the sales managers and log all the details on a spreadsheet for MI purposes. I kept the management updated with the overall performance of the agents and I created a Quality Performance tracker to help the managers easily view the areas of improvements required. It also helped them to compare scores across the teams. I have attended site meetings with the client and other BG outsourced sites. I have represented CPM on teleconferences and call levelling sessions with the client. I had Input in ideas in improve the quality team. I created trackers to make things more manageable for the team which was also used for other BG outsource companies. I covered on reception throughout the week. I managed the switchboard and dealt with the clients and visitors on arrival.