Leanne Rogers (Assoc Cipd) Email & Phone Number

Cardiff, Gb

Newport, Wales, United Kingdom

Newport, United Kingdom

Cardiff, United Kingdom

Strong background in customer service, retail and entertainment industry. Managing and supporting teams of up to 105 outsourced support staff and line managers in an omnichannel environment, to deliver excellent customer service results and improve first contact resolution.Reporting directly to the Guest Services Director, ensuring Guests are responded to as per business and legal requirements within the European market. Responsible for making sure all processes are relevant, up to date… Show more Strong background in customer service, retail and entertainment industry. Managing and supporting teams of up to 105 outsourced support staff and line managers in an omnichannel environment, to deliver excellent customer service results and improve first contact resolution.Reporting directly to the Guest Services Director, ensuring Guests are responded to as per business and legal requirements within the European market. Responsible for making sure all processes are relevant, up to date and creating new procedures and guidelines to maximise the Guest Service Centre efficiencies, delivering a reduction of escalations by 47%.Working with and building relationships with senior stakeholders to deliver the outstanding service that all customers expect from Disney, as well as ensuring brand protection.Accountable for responding on behalf of the Guest Services Director EMEA (Europe, Middle East and Africa) for all senior business escalations including customer service, legal and public relations queries. • Achieved a reduction in senior escalations by 47% from 30.6% to 16.4% by understanding knowledge across the contact centre, shaping existing processes and creating new processes to ensure a sound knowledgebase and to maximise efficiency of our Cardiff support centre with up to 105 support staff.• Consistently achieved 85%+ on knowledge validation surveys.• Reduced social media team error rate from 90% to 14%• Month of Month customer satisfaction results of 85%+ achieved.• Developed efficiencies in processes and procedures, ensuring relevancy, legal requirements are met whilst collaborating with stakeholders across the business to enhance brand protection.• Coordinated the communication between relevant Disney lines of business and our Guest Services teams to ensure full awareness of new initiatives and products ahead of go live to ensure highest support standards are met and risk of escalation is minimised. Show less

Cardiff

Actively managed performance & attendance requirements of up to 16 Agents delivering excellent customer services, carrying out regular reviews and implementing actions to mitigate the risk of under-performance. • Supported and coached individuals to perform to their best ability and to meet and exceed agreed business objectives. Proven track record in people development taking people successfully through promotion… Show more Actively managed performance & attendance requirements of up to 16 Agents delivering excellent customer services, carrying out regular reviews and implementing actions to mitigate the risk of under-performance. • Supported and coached individuals to perform to their best ability and to meet and exceed agreed business objectives. Proven track record in people development taking people successfully through promotion within the industry.• Managing a team of recruiters, delivering on the high volume recruitment plan, of a headcount of 300 FTE over the 3 month period.• Conducted investigations and disciplinary meetings in line with Group Disciplinary Procedures which include attendance, conduct and performance issues.• Consistently achieved 85% customer satisfaction results.• Managed and resolved customer complaints in line with Tesco policies and procedures. Show less

Cardiff, United Kingdom

Responsible for the project management of redeployment and outplacement support for staff affected by redundancy to enhance their current skills for a successful outplacement where redeployment was not possible. Whilst recruiting high volume candidates in other sites where there was rapid growth.• Achieved 90%+ satisfaction results following interview and CV workshops.• Running successful careers fair on sites where businesses advertised and promoted their opportunities, resulting… Show more Responsible for the project management of redeployment and outplacement support for staff affected by redundancy to enhance their current skills for a successful outplacement where redeployment was not possible. Whilst recruiting high volume candidates in other sites where there was rapid growth.• Achieved 90%+ satisfaction results following interview and CV workshops.• Running successful careers fair on sites where businesses advertised and promoted their opportunities, resulting in employees securing new positions.• Delivered and facilitated training workshops for CV and interview skills, providing one to one advice and supporting respect of redeployment and outplacement.• Reviewed local recruitment market and built relationships with organisations to support outplacement for at- risk employees. Extensive background in staff attraction and recruitment, inclusive of coordinating open days and creating adverts, CV search through utilisation of job boards, telephone screening and interviewing.• Integral part of the local co-ordination site closure team, to make decisions to support staff affected by site closure. • Ensuring compliance with employment law Show less

A key priority was to work with line managers supporting them with HR policy and guidelines to improve attrition and reduce absence. • Devised and piloted a temporary staff recruitment process to minimise short-term tenure risks. Building upon good working relationships with external recruitment agencies. • Reduced site absence from 6% to the 4% target.• Audited all long-term absence cases and provided support and guidance to all line managers within the region.• Undertook… Show more A key priority was to work with line managers supporting them with HR policy and guidelines to improve attrition and reduce absence. • Devised and piloted a temporary staff recruitment process to minimise short-term tenure risks. Building upon good working relationships with external recruitment agencies. • Reduced site absence from 6% to the 4% target.• Audited all long-term absence cases and provided support and guidance to all line managers within the region.• Undertook absence audits ensuring consistency and compliance within absence management, coached line managers on all aspects of the HR absence and attrition policies• Responsible for recruiting the right caliber of candidates to work within the Group. Show less