Mark Callaghan Email & Phone Number

Warrington, United Kingdom

Act as a first point of contact for consumers via the phoneAssess the relevance and nature of each contact and deal with it as appropriateAccurately record customer information and complaint case records that feeds into wider business reportsMeet and exceed business KPI’s

Salford, Manchester

Examining claims for loss and damaged parcelsGenerating daily reports to establish what claims are within SLAGenerating weekly reports which are used for accrual purposesAnalysing claims data to ensure accuracyEntering claim details onto claims systemMaking decisions based on results of investigations

Liverpool, United Kingdom

Overseeing a team of over 100 Temporary Front Office agentsRunning regular reports based on Key Performance IndicatorsConducting agent coaching sessions and feeding back statsSubmitting time sheets to ensure agents paid on timeLiaising daily with the agency team to feedback any issues

Salford, Manchester

Overseeing a team of 17 Premier Customer Service agentsRunning regular reports based on Key Performance IndicatorsConducting agent coaching sessions and feeding back stats e.g. Average Handling Time, Quality, Adherence, Calls TakenConducting monthly team meetings

Salford, Manchester

Overseeing a team of over 23 Temporary Front Office agentsRunning regular reports based on Key Performance IndicatorsConducting agent coaching sessions and feeding back stats e.g. Average Handling Time, Quality, Adherence, Calls TakenSubmitting time sheets to ensure agents paid on timeLiaising daily with the agency team to feedback any issues

Salford, Manchester

Examining claims for loss and damaged parcelsGenerating daily reports to establish what claims are within SLAGenerating weekly reports which are used for accrual purposesAnalysing claims data to ensure accuracyEntering claim details onto claims systemMaking decisions based on results of investigations TUPE transfered from Vertex Data Science to Capita.

Salford, Manchester

Overseeing implementation of new claims systemOverseeing a team of 16 claims agentsHandling escalated calls Handling account managers requestsSigning off cheques for payments to non-account customers Making decisions on claims based on results of investigationsRunning regular reports based on Key Performance IndicatorsConducting agent’s monthly 1-2-1’s.

Salford, Manchester

Examining claims for loss and damaged parcelsGenerating daily reports to establish what claims are within SLAGenerating weekly reports which are used for accrual purposesAnalysing claims data to ensure accuracyTUPE transfered from DHL Domestic to Vertex Data Science

Salford, Manchester

Booking parcels for collectionTracking parcels which were out for deliveryLooking after a team if my team-leader was off

Chorlton, Manchester

Taking household claim detailsLooking after claims from beginning to endLiaising with contractors to organize repairsKeeping policy holders up to date

Stretford, Manchester

Taking breakdown details from customersKeeping customers updated with ETA’s

Salford Quays, Manchester

Taking customers credit details and selling best product for their situation.Making outbound calls to customers who had refused products previously.

Bury, Greater Manchester

Taking general customer service callsSoft-Selling existing and new productsRetaining customers who wished to cancel.

Trafford Park, Manchester

Dealing with general queries in regard to collection and deliveriesDealing with any international deliveriesHelping out with general IT issues when the IT manager wasn’t availableLooking after 7 major accounts and dealing with them on a daily basis

Gnvq Level 2 Information Technology, Pass

Post 16 Gcse Maths, C

Gnvq Level 1 Information Technology, Pass

Post 16 Gcse English, C