Martin M. Email & Phone Number

Kilmarnock

Designing and delivering marketing strategies targeting both a growth market and current market. Day to day running of the function room and events. Analytics of digital trends and current trade trends. Profit and Loss projections.

I currently manage and develop a team of 18 FTE. Maintaining a standard for customer service excellence and driving towards set targets.Currently on the Vodafone Consumer Care Pay Monthly campaign aimed towards customers within the first 90 days of their contracts.Running a high performing team while meeting set KPIs including tNPS and AHT. Other key elements of the role are maintaining high conformance and adherence throughout the team, organising and leading conduct and capability investigations and hearings, day to day HR duties and keeping attrition levels maintained my team.Keep accurate records and document customer service actions and discussionsAnalyse statistics and compile accurate reportsMentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowermentControl resources and utilise assets to achieve qualitative and quantitative targets

Kilmarnock, United Kingdom

Investigating and finding a resolution to customers complaints within Vodafones Directors Office. Working within Service Level and attaining achievable targets within the campaign. Measure performance with key metrics such as call abandonment, calls waiting etcIdentify customers’ needs, clarify information, research every issue and provide solutions and/or alternativesBuild sustainable relationships and engage customers by taking the extra mileKeep records of all conversations in our call center database in a comprehensible wayFrequently attend educational seminars to improve knowledge and performance level

Kilmarnock, United Kingdom

Working within a Call Centre Environment providing Customer Service to Vodafone customers. Primarily within the Flying Start campaign. Attaining and maintaining targets such as AHT, ACW, Hold, NPS and FCR.Manage large amounts of inbound and outbound calls in a timely mannerIdentify customers’ needs, clarify information, research every issue and provide solutions and/or alternativesSeize opportunities to upsell products when they ariseBuild sustainable relationships and engage customers by taking the extra mileKeep records of all conversations in our call center database in a comprehensible wayFrequently attend educational seminars to improve knowledge and performance levelMeet personal/team qualitative and quantitative targets

West Coast Of Scotland

Crisis Bar Manager Travelling across various sites within the West Coast of Scotland working with Senior Management to turnaround P&L reports and maximise performance.Planning activities and allocate responsibilities to achieve the most efficient operating model.Manage budgets/expenses, analyze and interpret financial information and monitor sales and profitsDevelop and implement an intuitive and efficient marketing strategy to promote our servicesCommunicate with customers when appropriate (welcome them, address their complaints, find solutions to problems)Deal with maintenance issues, shortages in staff or equipment, renovations etc.Collaborate with external parties such as suppliers, event/conference planners etc.Inspect facilities regularly and enforce strict compliance with health and safety standards

Edinburgh, United Kingdom

Coordinating the entire restaurant operation.Delivering superior guest services and ensure absolute customer satisfaction.Responding efficiently to customer complaints.Enforce and offer the best quality of products possible.Organise and supervise shifts.Appraise personnel’s performance and provide feedback to keep them upbeat and productive.Estimate consumption, forecast requirements and maintain inventory.Monitor compliance with sanitation and safety rules and regulations.Control costs and minimize waste.Successfully promote and publicise the brand.Nurture a positive working environment and lead by example.Monitor operations and initiate corrective actions.

Control and direct the food preparation process and any other relative activities.Construct menus with new or existing culinary creations ensuring the variety and quality of the servings.Approve and “polish” dishes before they reach the customer.Plan orders of equipment or ingredients according to identified shortages.Arrange for repairs when necessary.Remedy any problems or defects.Be fully in charge of hiring, managing and training kitchen staff.Maintain records of payroll and attendance.Comply with nutrition and sanitation regulations and safety standards.Foster a climate of cooperation and respect between co-oworkers.

Media Analysis, Hnc

Education record