Michael Rai Email & Phone Number

Managed a team of loyalty agents, through coaching, positive performance management, developing and motivating individuals to achieve KPI’s, whilst delivering excellent customer service. Achievements include:Top Annual Rating 2017/2018 and also 2018/2019 - Brilliant work- January 2018 Manager of the month -December 2018 Manager of the month- Annual team engagement for care score of 100% - Best customer service engagement NPS (Net Promoter Score) for a month in a financial year October 2019 70% - Helping to develop brilliant leaders, 3 Team leaders developed and mentored.

West Midlands

Managed a team of Welcome Loyalty Agents; through coaching, positive performance management, developing and motivating individuals to achieve KPI targets, whilst delivering an exceptional customer experience, within a highly competitive, digital multimedia marketplace. Also managed a transition team from BT Wholesale into BT Consumer. Achievements include :• Best performing team for adherence for the month of June 2017 • Won incentive for Adherence for June 2017• Best performing on transfers in May 2017

West Midlands

I worked as part of a team responsible for dealing with customer complaints, taking ownership to ensure the quality resolution of complaints at first point of contact whilst delivering exceptional customer experiences.Achievements include: • Won the “BT Exemplar award” June 2016 for outstanding performance in the complaint handler role • Helped create a new process of working at BT that reduced headcount by 200% and reduced complaints from 100 -7 a day. • Scored the best out of a team of 15, with 4.8 out of 5.0 when learning the TRAIN method for supporting staff with in the moment coaching

West Midlands

Managed a team of loyalty agents; through coaching, positive performance management, developing and motivating individuals to achieve KPI targets, whilst delivering an exceptional customer experience, within a highly competitive, digital multimedia marketplace. Achievements include: • Recognised in 2014/2015 for the number one team in the entire centre for outstanding performance & consistently achieving all customer service metric across the whole financial year. • Earned several Recognition Awards for “Best improved team in customer service” in October 2014 finishing third nationally out of 250 managers• Exemplar Award in 2014/2015 going to the BT Sport studios as reward for outstanding performance.• Took Lead Role for Care and engagement and was able to improve the centre engagement rating from 3.27%- 3.70% 2014/2015

West Midlands

Took inbound billing enquiries and resolved these and promoted BT’s products that matched the customer needs, through a sales through service mind set.Achievements include:• Won “advisor of the week” in my first week in the job, my manager also won “manager of the week.” • Was put forward for the “Top 1% of BT Future leaders in October 2013, as part of the future leaders program.• Won the “VIP sales incentive” October 2012, for being in the top 1% of BT sales advisors.• Managed my first team in BT after only 12 weeks in the job.• Coached a team member to 300% increase in sales performance in my own time.

West Midlands

Promoted the benefits of the company energy services in order to persuade and influence new and existing customers to buy, in order to achieve KPI targets.Achievements include: • Won “The London’s Calling” incentive where I sold the most “HomeCare” warranty’s in the whole of the West Midlands region and was rewarded with a trip on the London Eye in 2010