Graphic Designer with experience in branding, web design, print, video editing and motion graphics

Brand DesignWeb DesignPrint DesignExhibition DesignVideo Editing

Changing my life and career direction

Created processes for monitoring the standard of customer service to ensure the customer is at the focus of everything we do at all times and to allow us to maximise every opportunity to up-sell and enhance the customer experienceCollaborate with colleagues in Glasgow and Montreal to ensure the service standards and processes for delivering on sales targets and the customer experience are consistent and at all times being driven and monitored.Own and facilitate all recruitment for the team leader role to ensure I get the right person that will represent the brand at all times and drive the customer centric culture by being the ambassador of the customer experienceStrong analytical skills allowed me to identify trends and weaknesses in our service to enable me to build a forecasting model to manage resourcing levels to protect the customer experience and maximise sales opportunities at their mostEffectively managing a team of 30 FTE (1 Office Manager, 5 Team Leaders and 24 agents) by leading, coaching and mentoring them to be focused to care about our customers and the experience they give at all times. Taking accountability for their contribution to the success of the team achieving sales targets and providing outstanding customer service that keep our customers loyalBudget management for the Sales Team to ensure we actively support the profit of the business and prevent over spend and loss at all timesAn active project team member, travelling across the UK and to Europe to ensure the deployment of the new telephone system is tested and all business risk minimised. A key tool in the customer journey strategy as a lead tester, I was able to mitigate operational risk to our business and protect the customer experience. Being present at every location at the time of change over and go live.

Managed a team of 17 FTE (2 Team Leaders, 1 Co-ordinator and 14 agents) to be focused at all times on the student experience so that they felt supported and confident throughout their studying journey.Devised quality control tools for calls and emails and worked with Team Leaders and other Teams to trial and develop further to maximise effectiveness and achieve a level agreement of quality expectations. Ensuring our brand voice was at all times represented to ensure the consistency across all communication channels for the customer journey.Created a Management Information tool to help collate individual performance for specific areas of efficiency to allow Team Leaders to effectively manage productivity levels. Giving them opportunities to coach the team to achieve excellence and focus their attention on areas of skill and process that require developmentInfluencing other teams across the business in areas of Continuous Improvement to encourage One Team ethos and level focus on measuring efficiency and productivitySuccessfully managed the Team Leaders and team through a significant business change in systems and web, keeping them motivated and positive to support the changes and allow them to transition as quickly as possible. Thus allowing them to support the team and keep them upbeat and supporting the student experience through difficult times.Controlling the contact centre budgets and forecasting expenditureSuccessfully restructured the Contact Centre work flow and created a more effective team with controlled and measured outputAnalysis of historic data to set annual objectives and team KPI’sGathered data, formatted and analysed for performance levels and areas we can improve to support our Customer Service Standards & VisionWorking with the Team by inviting feedback to gage morale and ideas for improvement using meetings and surveys for effective communication

Work closely with two other Service Delivery Managers to manage a team of 20 Team Leaders effectivelyMonitor and analyse Centre Performance of over 250 Customer Service Representatives and provide feedback and initiate corrective measures when neededSet SMART objectives to feed in and support the key business objectives and achieve budgetRegularly analyse and implement successful cost saving initiatives and improve efficienciesProvide regular guidance and support to the Team Leaders on personnel and performance management to optimise performanceChair performance meetings to review results regularly and assign objectives for corrective or improvement measuresWork closely with the Training Team to plan people development requirements for the centreChair disciplinary meetings and issue sanctions according to the business principles and procedures ensuring the business is protected and the individual is treated fairlyReview resource requirements across functions and manage budgeted allocations to ensure efficiencies are maintained and cost is controlledAt all times ensure the customer experience is at the heart of everything I do and beneficiary of every improvement initiatives/directives

• Initiated and designed the Customer Service Communication Bulletin, effectively rolled out to the business with recognised impact• Effectively coached, trained and lead a team of 14 FTE to efficiently achieve the Key Performance Indicators in line with the Business Strategy• Self Managed my own Personal Development to incorporate different areas of the business to enable good understanding and effective leadership• Designed and delivered successful Business Improvement Proposals to enhance resource planning within departments and incentive initiatives• Strong and clear Performance Manager to ensure sickness, service standards and business objectives are being controlled• Nationally recognised leader within the company for the commitment and contribution in of setting up the new Contact Centre• Actively & effectively involved in recruitment processes to ensure attrition is maintained at a low level helping to reduce costs and maintain efficiency

Temporary Work

• Effectively researched, designed & planned workshops, coaching sessions & development techniques increasing motivation and maximum results• Structured time management ensuring 100% productivity• Supervised a Team of 12 with successful performance management & Analysed individual and Team statistics & implemented appropriate action to improve & achieving very competitive results• Highly effective complaint handling to FSA Guidelines with no complaint being escalated to Stage 2• Structured monthly individual performance reviews achieving improvements and instilled confidence• Controlled discipline within the Team with direct and prompt strict feedback when necessary, up to implementing company disciplinary stages• Successfully implemented company procedures & applying empathy with individuals to control absence within the Team achieving full attendance

• Preparation, design & facilitation of specific training requirements on procedures and products, which were delivered with effective communication by adapting my style to overcome any language barrier• Considerate individual performance reviews to achieve optimum motivation and results without infringing on cultural differences & beliefs• Evaluated quality of customer service in calls, discussing & agreeing any issues with individuals for business standards

• Negotiated benefits for colleagues with local service providers• Researched, planned & organised successful colleague & charity events including on-site services for example Aroma Therapy, Reflexology & Health Checks• Created and delivered staff incentives with limited funding to achieve motivation in company campaigns• Created & analysed a book keeping system for company grant auditing and effective fund allocation to events• Devised surveys and collated data of feedback on all events/benefits• Advertised, inspired and communicated, including presentations to teams, of events/benefits effectively to achieve success and maximum attendance • Planned a community related pilot scheme and published a business proposal to Head Office• Processed indemnities and refunds to deliver excellent customer service and effective credit control to business requirements by utilising all communication methods• Produced professional letters to customers and companies and adapted to each individual situation with 100% accuracy• Processed banking transactions efficiently to Head Office Accounts Department with no error returns

Effectively handle customer enquiriesEfficiently manage the checkout banks to ensure service was optimised to enhance the customer experienceHandle financial transactions daily and accurately to ensure cash floats balances at the end of businessEffectively handle customer complaints and ensure empathy was applied and importance was placed on the customers experience and feedback