Leona Wilkinson Email and Phone Number

•Managing a Development of 8x Buildings in South London•Mixed Residential and Commercial Tenants, Leaseholders and Social Housing•Multi-client Development•Handling Insurance Claims•Co-ordinating with Contractors and Suppliers•Managing Estate Agents•Daily Walks and Patrols•Tenant and Local Police Liaison•Monitor and Respond to Anti-social Behaviour

• Manage Staff, Projects, Compliance and Maintenance for buildings ranging from 287 to 485 units• Arrange and complete relevant work permits• Budgeting and Reforecasting• Organise site tours• Raise and Authorise Purchase Orders and Invoices • Debt Recovery • Attend Client Service reviews• Review Risk Assessments and issue relevant Permits• Organise Community activities• Handle Tenant Contracts Enquiries, Payments and Complaints Achievements include:• First and only person to install air sterilisers within the Communal areas of the building• Introduced processes to help with infection control such as e-logs for visitors, contractors, snagging and maintenance checks• Increased ‘Customer Satisfaction’ feedback from Client and Tenants

Managed a team of x23 staff ranging from CSAs, Sales and Order Processing to Accounts and Warehouse staffUpdated and created over 200 processes and procedures Built up the Department Culture and Company relationship Implemented a training schedule and a tasked based rotaReduced refund rate by 70% within the first 3 monthsDeveloped 7x members of staff to new roles or senior positions

Clinidirect is the Prescription Delivery Side of the Business. Duties included:Managing Dispensing Appliance Contractor Department (Admin and Customer Care staff to Warehouse)Ensuring all calls are answered within 20 secondsManaging emails, web and app orders as well as faxed responsesMonitoring all in and outbound callsHR tasks such as Staff Resourcing, Recruitment (initially team of 6, current team of 11), Appraisals, 1-2-1s and moreDaily Management reportsReview, update and/or add new processesShipment trackingEscalation and complaints handlingTraining and visitsStock and Supplier management duties ranging from ordering (both for internal and patient use), reconciliations and stock take reportsHands on when required; taking calls and processing prescriptions to picking and packing productsAchievements include:· Increasing item count by 250% within 6 months· Highlighting a cost saving for the Business with regards to the phone system· Introduced new work flows enabling a higher return on orders· Overseeing a successful office relocation· Reduced the department debt from over £30,000 to £400 within 2 months, surpassed the £1m target by 10%

Tasks included creating FAQs and response templates, ensuring orders placed are processed and despatched correctly, as well as resolving customer escalationsPoint of contact for the newly launched subscription service and incident manager for any/all bugs foundManage and review various suppliers from couriers to the cleanersAchievements include introducing a CRM, more detailed reports and therefore better customer insight and finding root cause of, and helping to resolve, both internal and external issues through investigation and testing and/or credits.

Manage a multi lingual team of agentsGather, review and provide Customer insights to the BusinessDevelop and implement Strategies to craft a World class Customer experience Create and measure Key Performance MetricsReview, research and procure contracts for tools and servicesDesign the staff on boarding processEnsure all content on the Support page is currentManage projects created to provide a smooth user flow into SupportWeekly roundtable with key stakeholders including the VP of Product and the Chief Marketing OfficerEnsure all bugs/issues found are raised to be investigatedConduct 1:1s, Performance Improvement Plans and appraisalsPart of the Company 'Culture' team helping to organise Company events

Primary contact for Top Multi-million £ ClientsBuilding relationships and ensuring we provide a dedicated one-to-one service Follow up and co-ordinate orders/projects i,e hardware installation/removal, new CLIs, ADSLMonitor faults from start to finish to ensure Response and Fix SLAs are metProvide monthly incident reportsHighlight and feedback key issues that need addressing both internally and to the customerMaintain client contact and identify new business opportunities

Responsible for the daily management of up to 16 Customer Service staff members which included Administrators and Front Desk staffTroubleshoot queries relating to calls, line rental, broadband, phone systems, VoIP, anti-virus software and moreOrganised, managed, delivered and documented team training and development which included visits to other offices and teams and pop quizzesIntroduced a messaging service to the team as a way of always being able to communicate without interrupting a call which the Business took on board and had Microsoft Office Communicator installed for every employeePlanned and developed department processes including our customer update system, response templates, call and email quality check sheets and forms for any recorded post and lost propertySet and distributed the staff's various KPIs and ensured they are metCreated department SLAs which included a 4 hour response time to all Telecom related queries and a 1 hour response to priority emails such as faultsAvailable 24 hours for escalationsManaged staff resources and the selection criteriaCollated, analyzed and reported on team resultsProactively identified and resolved both internal staff and external customer complex and/or escalated queries effectivelyRegularly conducted appraisals, one to ones, probation and performance reviews Co-ordinated and ran team, cross-divisional and interdepartmental meetings Attended both supplier and client service reviewsPrimary contact for Account Managers and Key customers for any questions or issues as well as the Police Liaison team for any Data Protection Act/Regulation of Investigatory Powers Act requestsCovered day to day work from helping to clear calls, open or close tickets, clear emails to meeting guests, franking mail and filling the coffee machine

Liaised with customers via phone, email or fax Processed customer faults efficiently and provided them with a reference Provided customers with updates Logged all forms of customer complaints Responded and maintain customer correspondenceHandled escalated queries

Managed a team of 5 advisorsPromoted from agent to Team Leader within 3 months of employmentSeconded to Miami to help create the process within the U.S Customer Service team and train them on the new systems and applicationsCreated templates for email correspondence Monitored and managed staff attendancePlanned and co-ordinated shiftsWorked shifts between 08:00am and 10:00pmDealt with customer queries and complaints via email, phone and a Messenger service Regularly attend Management meetings Handled escalations from our international customersLiaised regularly with our Miami team Handled sales and payment enquires

Responsible for International Carrier selection and RelationshipKept the Sales Ledger up to dateHandled escalated issues