• Support the insight and change activity of both the credit and billing performance to DB and regulatory requirements. Proactively understand Call, Credit and Complaint drivers to drive down our overall credit volumes - system, people, or process issues.• Managing and understanding change that impacts Credit Assurance – through Consumer Playbook, Ops Control, Content Creation, attendance of weekly change governance calls, system improvements and prioritising accordingly.• Maintaining our BABT measure across the CCS stack to ensure all our external regulatory requirements are submitted, met, and exceeded in a timely manner each month.• Contributing to the success of the Operations and Billing Assurance function by delivering both the Customer and Business KPIs.• Proactively drive down credit related issues, by reviewing a suite of insight applications to determine resolution, and benefit from implementation.• Accountable for documenting all activity and accountabilities within Billing and Credit Assurance – incorporating all actions in flight, risks vs benefits, forecasted reduction & improvements.• Maintenance of the Credits HUB through SCIO• Accountable for our BABT accreditation ensuring external regulatory requirements are met and exceeded.• Contributing to the success of the Operational delivery area through by delivering both the Customer and Business KPIs.

• Contact point for customers and internal agents across small business and consumer• Support agents and customers with porting/migration activities and escalations• Triage and Identify number porting issues by checking all Vodafone systems across the Oracle stack• Build rapport, identify customers needs and resolve the porting issue• Hit all KPI’s & SLAs including Call Quality, AHT & 1st Time Resolution• Answer customer/agent queries via webchat• Build customer relationships both internal and external• Work on priority escalations to support my line manager• Build and maintain a call transfer report

• Design and deliver a three-day new starter training programme• Adapt training to suit different learning styles (VARK)• Introduce the company and history and where yourmobile.com fit in the marketplace• Demonstrate the call structure - script, rapport, fact find, recap, state benefits and commitment• Train how to spot opportunities and how to pick up on buying signals• Role play scenarios to build agent confidence ready for going live on the phones• Train agents to confidently handle objections and demonstrate how to overcome them via roleplay• Design and deliver a QA document to highlight great performance and areas that need improvement • Coach and provide feedback to existing and new members of staff members on areas of improvement• Share best practice• Run weekly incentives to drive the performance of the sales floor• Motivate and manage a team of 15 FTE lead generators• Team focused to ensure all KPIs achieved • Create a positive atmosphere on the sales floor• Drive high lead conversion by ensuring only good quality committed leads are transferred to an account manager• Drive new business and achieve GP targets set by the sales director• Manage agents on core KPIs – talk time, wrap time and leads per day generated• Provide the Sales director with daily reports• Handle and resolve escalations from the sales floor

• Accelerate business broadband across the SOHO estate• Design, write and deliver training sessions for business broadband with VARK learning styles covered• Plan all training• Train outsource agents in Sheffield, Middleton and Belfast (Concentrix & Webhelp)• Train the webchat team in India• Support end users with processing broadband orders on the CRM system• Drive business broadband sales across the small business SOHO estate• Presented “Why Vodafone Business Broadband” at the business retail roadshow in Newbury, Manchester & Leeds in front of 300 retail advisors and senior managers• Build relationships with key stakeholders both in-house and with outsource partners Concentrix & Webhelp• Created business broadband coaching document• Ran objection handling workshops• Call listening and coaching feedback to improve agent performance• Obtain regular feedback from agents/managers to address knowledge gaps• Record performance in January 2019• Inbound conversion performance at a record levels

• Single point of contact for all stakeholders both internally and externally - building relationships with key stakeholders Accenture, Triage Team, VISPL, IN OPS, Super Users & CEM journey owners.• Motivating and coaching a team of 12 FTE to ensure SLA’s are delivered and ensuring the best possible experience.• Continuous Improvement - Identifying opportunities for change in processes, agent behaviour, and automation & sharing best practise.• Supporting agents on any CRM issues• Problem solving and identifying trends with accountability for recreates, business decisions & 72-hour escalations• Key member of the NEWCO orders transformation projects – building the department/process and transition off-shore.• Worked in India for 4 weeks to complete the transition of Change orders to offshore (VISPL)• Written and delivered a 5-day NewCo Orders Change training programme to 16 FTE including agents, team leaders and QA specialists• Supported the agents and management for the remaining 3 weeks floor walking and sharing my knowledge and best practice• Built an excellent relationship with our outsource partner VISPL during the transition and this has been maintained since the delivery.

• Analysing & triaging stuck orders• Supporting end uses on the Newco system• Re-pushing open orders using OSM, UIM & Siebel• Resolving high level Director and ERC complaints• Working with IN OPS, Wipro & Accenture to resolve Network/BRM issues• Resolving IMSI mismatches• Prioritizing RRU orders

• Writing new test scripts for each Change Request & executing test scripts to ensure stability before production• Writing new scenarios for new products in new releases• Creating multiple assets for valid testing• Analysing Functional Design documents• Raising defects and reporting these to the defect manager & re-testing where required• Creating step by step guides to help Accenture recreate the defect journey• Analysing how regression scripts were passed in previous releases

Taking inbound calls from business customers. This included Limited Companies, Partnerships, Sole Traders and Charities. To upsell at every opportunity and to build rapport. Promote the benefits of being a Vodafone customer. Ask open and probing questions and to fact find to find the best product and service for the customer and their business. Explain the features and benefits of all Vodafone services and to encourage the customer to use Vodafone every day. To hit all of the below KPIs:• Conversion• TNPS• One Net Express• Daily Revenue• Insurance• Delivery

Proactively calling customers to find a need for a new product. To build rapport with the customer and to listen and find a need for a new product or service. To hit all monthly KPI targets these included:• Run Rate• Conversion• Lebara• Insurance• Box Value

Calling customers that had sent in a request for a PAC code or sent in a termination letter. To understand why the customer has made the request and to find a solution to retain the customer. To hit all monthly KPI targets. These included:• Run Rate• Cost Of Save - RIV• New Connections• Insurance• Mobile TV• VMI

I started by doing a front of house servicing customers. I then moved to a back of house role which was cooking and cleaning. I then got promoted to a Team Leader. For this role my duties included:• Opening and closing the restaurant• Providing excellent customer services• Maintaining a clean eating and kitchen area• Motivate staff members• Quality checking food• Ensuring a smooth change over for the next day or night shift• Resolving customer complaints