Lee Bessent Email & Phone Number

Woking, Surrey, United Kingdom

Egham, Surrey

Responsible for the development of the Coach Education and Sports Volunteering Programme at Royal Holloway, meeting targets set via the strategic planning process and to administer the management of the relevant Coach Education Programmes including facility bookings, tutor and resource management, web site and effective communication to participants.Sourcing coaching and volunteering opportunities on and off campus and maintain a database of these opportunities working with local community groups, schools, FEIs, county sport partnerships, sport development professionals and agencies.To monitor and evaluate the Coach Education Programme and customer satisfaction ensuring performance meets standards as set out in the annual work programmeProvide on-going support the marketing and communication of programmes.To develop and maintain an evaluation system for the volunteers, including historical database for evidencing continual improvement and post university contribution and to develop internal partnerships to support current and new programmes relating to volunteering and coaching

Roehampton

As a Services Team advisor I was responsible for handling queries relating to British Tennis on a daily basis. This would entail handling 150+ calls and emails a day and ensuring that these queries were dealt with efficiently and appropriately. Queries handled on a daily basis were:Ticketing and Tournaments- Ensuring correct information was provided for the LTA's calendar of events such as, pricing, transport information, schedule of play, player entries etc. Providing support for the Wimbledon Championships ticketing procedure and Davis Cup matches, these events constantly resulted in a high volume of queries and I had to ensure that these queries were dealt with quickly as well as effectively. Coaching and Officials - Providing information on coaching/officials qualifications, course bookings, qualification advice, general coaching and officiating queriesPlayers - By having a sound knowledge on the British Tennis ratings and rankings system and competition structure I was able to provide information to players and parents from around the country on what they required to improve their standard. It would also entail being able to provide information on tournaments in a players area and how they can enter and pay to attend tournaments.Volunteers - Volunteer advice and support, signposting to relevant resources The above were where the majority of queries fell under, however at times I was asked to handle queries relating to safeguarding, health and safety, facilities and media and marketing requests.This role, with its focus on customer service enabled me to build my knowledge of working within a leading National Governing Body. My service skills were tested on a daily basis with my personal customer satisfaction score never falling under 90%. I used Siebel and Zendesk on a daily basis as well as the Microsoft package.

Bachelor'S Degree, Media Arts With Film & Television

A Level, Media Studies, Film Studies, History