• Build structured, robust, flexible and user friendly forecasting models to evolve with business change, • Provide weekly forecasts of financial and service targets, including contact and FTE demand and capacity• Production of daily, weekly and quarterly reports for the Board of Directors• Optimise shift patterns across various departments ensuring the right people are in the right place to handle the forecast volumes

• Report and monitor Key Performance Indicators to ensure the Customer Services Department supports the business• Ensure that the Customer Service Department is fully resourced to provide an excellent service to our customers • Lead, engage, motivate and develop the team to perform to a high standard• Role model the organisational values and create a team which demonstrates them. • Liaise with other departments to ensure problems are resolved speedily when impacting on our customers.• Oversee quality control of the Department to ensure excellence at all times • Recording of daily statistics and performance levels to assist preparation of daily, weekly and quarterly reports for the Chief Executive and Board of Directors• Conducting of 121 reviews to identify any training needs and to update the Team on their individual performance.• Ensuring that where possible there is a first time resolution to a customer contact by giving the team the tools to do their job.

Report and monitor Key Performance Indicators to ensure the Customer Services Department supports the businessEnsure that the Call Centre is fully resourced to provide an excellent service to our customers Lead, engage, motivate and develop the team to perform to a high standardRole model the organisational values and create a team which demonstrates them. Liaise with other departments to ensure problems are resolved speedily when impacting on our customers.Oversee quality control of the Department to ensure excellence at all times Recording of daily statistics and performance levels to assist preparation of weekly and quarterly reports for the Multi Channel Director and the Executive BoardConducting of 121 reviews to identify any training needs and to update the Team on their individual performance.Ensuring that where possible there is a first time resolution to a customer contact by giving the team the tools to do their job.Key AchievementsImplemented new systems such as Amcat and Fresca which have improved the level of service offeredGrown and developed the Call Centre from 3 members of staff to 18 to support all aspects of the JJB Sports Multi Channel businessHave been a key player in the introduction of EBay and Amazon into the business in the last 12 monthsRetained ETRS status on EBay and a rating of 99.97% throughout 2012 Achieved direct sales of over £1 million in last 2 years through bulk and corporate ordersOverseen sales through the Call Centre in excess of £2.5 million in last 2 years Was in process of implementing Salesforce CMS to process all inbound emails

Responsible for the production of customer orders.Ensured that Quality Control procedures where maintained and improvements were made as required.Liaised with customers and ensured complaints were resolved promptly and effectivelyLead and managed a team of production staff

Lead and managed a team of 22 staffLiaised with customers and ensured complaints were resolved promptly and effectively

Golfshot Direct was the first golf orientated mail order company in the UK. Responsible for the implementation of new computer systems and processesOversaw the production of the brochures and flyers from design, to print and dispatch.Responsible for customer queries and developed an excellent reputation for customer service

I worked in various Departments throughout my career within the MOD. These included Personnel, Payroll and Training