Service Leader of a team providing technical support and catch and dispatch support for over 4000 vendor applications for BP employees and contractors.Responsibilities/tasks:Ensuring the service delivery is met and highlight any potential global issues.Implementation and continuous improvement of Key Performance Indicators (KPI’s).Monitoring and adjusting of agent skills to maintain Service Level Agreements (SLA’s).Identify and deliver effective coaching and feedback to CSAsEffective and consistent management of:** Absence and attendance
** Disciplinary and grievance** Conflict managementManaging individual relationships within the business and team.Training and coaching CSAs on system and system updates.Training and coaching CSAs on products and new policies and procedures.Regular and timely completion of performance reviews and appraisals.Creation and implementation of personal improvement and development plans for all CSA.Resolving customer complaints and handling of more complex cases and calls In addition I take ownership of projects with the goal to improve the overall service. This means not only have contact with agents and management, I am expected to deal regularly with BP who are the customer.

I provide remote desktop assistance to BP employees globally. I support Windows XP, Windows 7 and virtual machines. Experience with using active directory, gotoassist, MS office, crosslink and citrix. Process improvement was also a significant part of my role. investigating ticket trends to improve waste and reduce ticket levels.

At Yell I was doing business to business outbound sales. I was also team leader at Yell helping my team to meet targets.

At British Gas I was an outbound sales advisor. I was also part of the management program due to my performance.