Lynn Jones Email & Phone Number

Warrington, England, United Kingdom

Warrington, United Kingdom

Warrington, United Kingdom

Customer Service Adviser dealing with inbound and outbound customer service calls and e-mails, ensuring the service provided is aligned with ‘The Brookson Way’. main focus is to maximise first call resolution and ensuring calls and e-mails are responded to effectively and within the agreed service levels.

Preston Brook

ResponsibilitiesFocused on the daily management of a customer satisfaction database, liaising closely with all levels of the business, to ensure that monthly results were reported to drive business improvements/targetsResponded to manager queries, set up new user IDs and undertook fault management, all within SLA timescalesManaged the appeals process for outsourced companies Produced monthly Excel reports highlighting key areas of dissatisfactionBuilt strong relationships with internal stakeholders and six outsourced companies by visiting sites and delivering system training and coaching sessionsSupported each business area and remained the key contact for any issues with the system around the businessKey achievements:Reviewed 24,959 appeals requests in a 6-month period from September 2011 - February 2012, the highest number ever received. All were checked and responded to within the normal monthly timescales Reduced business cost by ensuring that regular audits were carried out to ensure that IDs that were no longer being utilised were removed, saving the company £100 per ID licenceIdentified improvements, working with the system provider to implement changes to the layout of the system, reducing the time involved to search for adviser records, which had a positive effect on both the research team and manager’s time

Key Responsibilities:Assisted different business areas within O2 on a variety of projects including:Business Customer Service Administrator - Sales Orders Supported business account managers with orders of new products Successfully monitored inboxes, with emails consisting of upgrade orders, new number and new connection orders, replacement orders and accessory ordersChecked stock via internal sales ordering systems to ensure successful timed delivery to customersDebt Assistance Department - Up-skill TrainingDesigned and delivered a 3-day up-skill course for internal members of staff transferring to the team, with topics including key departmental information and systems and processesDebt Assistance Department - Process Improvements Worked within the department to set up an internal system to assist advisers with customer enquiriesManaged the meetings, the documentation of processes and the upload of information onto computer systemsKey Achievements:Coaching of business managers reduced new order error rates from 75% to 10%Successfully completed early training of new staff, enabling the department to complete its headcount quickly with staff fully prepared to start

Key Responsibilities: Designed and delivered training solutions to meet business requirements, including delivery of the company induction for new starters and up-skills on new products and services for existing members of staff Liaised with the HR team to ensure that new employees started their employment successfullyManaged and reported on trainee performance, communicating effectively with business partners to assess learner performance and development needsAnalysed and evaluated the success of training solutions, and own performance, and consistently monitored and evaluated the success of L&D solutions in order to improve customer adviser experience Key achievements:Proactively sought and used feedback for internal and external customers in order to improve both quality of own delivery and the service the company offered its customersDelivered inspirational and educational solutions that met the required customer service outcomesSupported the success of the team’s quality and efficiency by actively raising ideas and contributing to the resolution of issu

Key Responsibilities:Managed and coached a team of 10 advisers Completed team rotas, ensuring adequate cover for all shift patternsProduced weekly call statistics highlighting the team’s performanceHandled manager-level calls, which had been escalated from the adviserMonitored calls and arranged appropriate feedback, taking account of different personalities and different ways of learningHeld weekly meetings with Department Manager to discuss training needs and ideas for solutions to training that had been identified to benefit the whole departmentKey achievement:The team I managed regularly appeared on the ‘top performing’ team report

Key Responsibilities:Answered calls and dealt with written communication and enquiries from customers, using a number of systems including DISECarried out on the job training with new members of the teamDeputised for manager and dealt with various issues from escalated calls to keeping the performance database up-to-dateKey Achievements:Documented processes for the new computer systemAsked to managed the higher spend Diamond Customers Accounts as a result of my excellent customer service record

Warrington, United Kingdom

Key Responsibilities:Logged and distributed incoming faxesFiled customer contractsPhotocopied documentsLogged incoming queries onto an in-house systemKey Achievement:Introduced a logging system for faxes so that they were all recorded and signed for

Ecdl Level 2, August-November 2012

Ctp, Certificate In Training Practice, Distinction

CTP Qualification Achieved - Completed July 2010

Education record