Lloyd Rees Email & Phone Number

Sale, England, United Kingdom

• Leading team through organisational change, driving efficient working practises to reduce average open ticket duration and surpass agreed internal and external SLAs.• Reporting directly to Technology Director, ensuring communication of organisational and individual goals to stakeholders in an effective, meaningful way.• Nurturing positive values and behaviours within the team, empowering team members to demonstrate a culture of accountability, trust and integrity.• Providing hands-on UI and technical application support for market leading Management Information Software.• Designed and implemented reporting of enhanced performance metrics to measure team and individual output against SLAs and KPIs.• Acting as point of escalation for internal and external support queries, utilising resources from multiple teams where required.• Handling complaints in a professional and diplomatic manner to provide satisfactory resolutions for interested parties.• Recruitment and on-boarding of new team members, sourcing and interviewing candidates to rebuild team after period of staff turnover.• Responsibility for ISO 27001 policies within own area, wider internal audit involvement, ensuring information security is at the forefront of working practices.

Wrexham

• Demonstrating inspiring leadership to manage team of 13 administrators, in varied roles, to success in achieving the highest volume year in the company’s history, surpassing volume and accuracy KPIs despite challenges brought about by staff attrition and resource deficit.• Successfully overcame complexities of unplanned remote working to ensure the team maintained the highest standards across the board.• Effectively adapted to new organisation effectively to manage varied workload including high volume processing, complex peripheral tasks and demanding customer service workload.• Ensured client satisfaction and managing reputational risk through decisive, consistent and auditable action.• Completing varied and complex processes to support the team achieving goals and KPIs.• Ensuring the highest level of customer service delivered to all clients. Successfully managing customer engagement through telephone, email and webchat• Undertaking all aspects of personnel and performance management within area of responsibility.

Mold, Flintshire

● Providing customer service excellence to businesses in the food manufacturing and stabilisers industry, working with customers in the UK and international markets, problem solving skills essential to success in the role.● Managing own workload and customer base to ensure timely product delivery by providing oversight from initial purchase order to product delivery.● Tested and recorded Customer Service processes to build operations manual for Customer Service Advisors across European operations.

Wrexham

● People management, performance management and administration duties ensured performance reached maximum potential against KPIs. All teams managed regularly achieved and exceeded yearly targets.● Managed operational risks, owned and tested the design and performance of first line controls, ensuring clients received up to date and accurate information.● Undertook internal audits to ensure that ISO 27001 guidelines were followed within own area of responsibility.● Sign off and ownership of quality decisions on client data and the associated management of reputational risk, ensured positive outcomes for client satisfaction and business reputation.● Organisational skills, along with the ability to work from own initiative to find innovative solutions to performance related issues, ensured maximum operational efficiency. ● Project management and responsibility for managing clients through the QA MDS process.● Led team through many challenges, including company acquisitions, technology upgrades and system migration.● Achieved ILM Level 4 Diploma in Leadership and Management having previously achieved ILM Levels 2 and 3 in Leadership and Management.