Lee Smith Email & Phone Number

Kingston Upon Hull, England, GB

Hull, England, United Kingdom

Hull, England, United Kingdom

Hull, United Kingdom

* Responsible for internal and external collection activities for SME customers* Budget management of operational costs* Direct leadership of FTE across varied activities in the UK * Management of off shore collection activities * Ownership of various collection processes covering telephony, case management, field work, litigation, revenue protection and.

Hull, United Kingdom

* Responsible for the delivery of all SME Service risk mitigating change including regulation, compliance and system sustainability* Management of four Business Change Leads and Business Change Analysts* Champion and drive change within the operational business environment* Input into strategic planning and to interpret plans to create a change proposal.

Barton Upon Humber

* Document business processes, procedures and central information website* Maintain customer order and product data to minimise exceptions* Analyse data reporting extracts to confirm accurate* Investigate internal system issues and identify opportunities for improvement* Perform user acceptance training on developed solutions to ensure fit for purpose

Hull, United Kingdom

* Key knowlegde owner* Liaise with key stakeholders to agree and implement process changes* Create, monitor and report against sgreed SLA's and KPI's* Develop business analysis models including business processes, actors and their objects and interactions* Utilise information provided by the Data Analysts to drive decision making* Define and assess.

Hull, UK

• Responsible for managing nine direct reports on a variety of levels
• Monitor and improve operational effectiveness through the use of work trackers and delivery of balanced scorecards and annual personal development plans
• Implement and communicate team key performance indicators, reviewing performance
• Creation of specific role profiles and output indicators to monitor individual performance
• Ensure necessary HR action is carried out when required for disciplinary and capability
• Review incoming work volumes, forecasting inputs and activities to ensure resource is in line with business demand plans, prioritising where required

Hull

• Worked with project sponsors to organise and design workshops to meet business plan requirements
• Facilitated several continuous improvement workshops across different areas of the organisation to identify opportunities for improvement and implement them timely
• Investigated and documented business recommendation papers. Analysed specific ideas to deliver potential £12.5m business benefit
• Presented project findings to stakeholders and sponsors across different levels to gain agreement and sign-off
• Carried out regular project reviews to ensure actions were completed timely to meet project completion timescales
• Monitored project activities and milestones against a documented project schedule

Hull, United Kingdom

• Managed a team of 12 Advisors to ensure they completed tasks efficiently to a high quality standard and meet set business key performance indicators
• Ensured incoming customer calls were answered to required service level targets and that they were resolved timely and accurately at first point of contact
• Reviewed call performance real-time and ensure resource is allocated appropriately
• Performed call quality checking and provide feedback to individuals where necessary
• Carried out regular 1-2-1 performance reviews and appraisals
• Implemented daily quality checking procedures to ensure data accuracy was adhered to, ensuring the data was aligned across all core business systems

• Worked across several different operational departments to develop my knowledge of the end-to-end customer journey whilst studying for a degree part-time

Bachelor Of Arts (Ba), Business Management

Education record

3 x A-Levels and 1 AS Level grade A-D

Education record

10 x GCSEs grade A*-D