Mansur Mohammed Email & Phone Number

United Kingdom

United Kingdom

Supporting UK and Vendor operations, helping deliver quality customer service for customers; by providing customised and specific coaching plans to drive performance and improve agent knowledge on systems and processes.Provided regular high-quality coaching sessions, ensuring coaching plans and SMART Goals are created for individual agents, to track and improve the KPIs most important to us.Tailoring coaching sessions so they’re comprehensive and cover the development of our agents' understanding of unique customer situations and the solutions available to our customers.Improved efficiency and productivity by supporting agents through tailored coaching plans.Improved the flow of agent conversations and close knowledge gaps, providing clarity on process and change.Enthusiasm for understanding data and measuring improvements to agent performance following coaching projects.Time management, maintained a coaching schedule to maximise the time spent developing agents, whilst ensuring I continued to develop my own coaching skills.Record Keeping, kept track of agent developments and their SMART Goals. Ensuring the coachee knows and understand their developments and if they are on track with their goals.Recognision, recognised agents that showed great improvements, ensuring they feel valued for their contributions.Successfully delivered on tasks within tight deadlines.Carried out day-to-day duties accurately and efficiently.Demonstrated respect, friendliness and willingness to help wherever needed.

United Kingdom

Provided support to new agents joining our front-line teams through induction to the end of their nesting period and subsequent transition to their team. Worked closely with the Training Team and key stakeholders, to provide line management support to agents from induction throughout their training journey.Individual line management of new agents to Capital One, focused on creating a positive working environment, promoting team-work, collaboration and excellent customer service.Clear communication - can communicate openly and effectively in both written and verbal form.Strong analytical skills to monitor and manage performance and be able to effectively communicate data analysis outputs.Self-management skills - ability to work independently and as part of a team, leveraging team strengths.Stayed on top of processes which enabled me to practically support agents throughout training and nesting, ensuring they have the necessary skills and performance levels to graduate to full production.Worked closely with the Helpfiles teams to identify gaps in processes that can be filled by improving the experience for future new agents.Worked with the training team to evaluate the effectiveness of training experiences and contribute to the design of new and innovative training solutions.Utilised different coaching techniques to support agents deliver good outcomes for customers.Completed individual coaching reports for all agents and engage with team managers to complete a handover of agents from training and nesting to production.Developed plans and strategies to promote continuous improvement.

United Kingdom

United Kingdom

United Kingdom

Customer advocate at the heart of our operation. Solving problems for customers who need our support, doing this through critical thinking and understanding of Capital One, and industry-wide policies and processes. Having a passion for being the voice of our customers and be able to think creatively to influence how we deliver great outcomes.Taking ownership and accountability, listening to customers, investigating their concerns to make a well-informed decision on behalf of Capital One. Having the ability to use my judgment when deciding outcomes.* Manage customer complaints from receipt right through to resolution.* Understand industry regulation and how this matches with Capital One policies* Support customers and resolve their concerns* Do a thorough investigation to help understand their situation and find a resolution * Remain customer focused and put them at the centre of every decision * Signpost customers to additional support resources * Support our business in improving our processes

United Kingdom