While in the position of Customer Service Manager, I directed strategic planning, actioning, and evaluating toward both short- and long-term goals, as well as integrated business strategies, market changes, and Financial Conduct Authority (FCA) regulatory requirements. I determined and assessed team key performance indicators (KPIs) and department service level agreements (SLAs), then crafted department succession plans and managed team knowledge and productivity. Furthermore, I mitigated and resolved escalated complaints in agreement with enterprise standards. I additionally recruited and coached incoming staff members and then generated professional development opportunities, directing weekly and monthly feedback sessions.Some of my select contributions include: ~ Drove resolution of 100% of customer complaints within five working days and managed team response time department-wide. ~ Deployed improved recognition of prior learning (RPL) processes; unveiled streamlined online service for customer and partners and uncovered postage cost savings in excess of £75K. ~ Championed Digital First project and optimised employment pre-screening processes; minimised application processing times by 50% and allowed faster payment processing times. ~ Launched Mitel Ignite telephony system training and allowed individual agent greetings. ~ Curated in-depth productivity reports and identified potential areas of improvement; maintained open communication with senior management teams and recommended solutions. ~ Crafted and delivered engagement conversations, quality monitoring, and audits to team members targeting email, webchat, telephone calls, and call-backs; ensured highest standard of contact with customers, members, and partners.

At Pell and Bates as a Campaign Manager, I generated and delivered compelling campaign briefings in alignment with various campaign aims and objectives. I also identified individual and campaign targets as well as motivational incentives.I primarily fulfilled project management duties and monitored the availability of necessary resources, allowing successful campaign delivery through partnerships with senior managers, account managers, and clients. I also created training opportunities and implemented these professional development opportunities department-wide.Some of my select contributions include: ~ Continually uncovered high-value gifts and donations from key charity partners; secured more than £400K for Cancer Research UK, £150K for NSPCC, and £250K for RNIB. ~ Generated fundraising call scripts and unveiled individualised campaign briefings for diverse partner needs and objectives. ~ Spearheaded challenging project and optimised fundraising, research, customer service, and sales initiatives. ~ Liaised with high-profile charities including NSPCC, Save the Children, UNICEF UK, Action Aid, British Heart Foundation, RNIB, World Wildlife Fund, RSPCA and others.