Michael Varty Email & Phone Number

United Kingdom

Manchester, United Kingdom

Manchester, United Kingdom

Cape Town Area, South Africa

As a continuation of my role in Capita, I was asked to temporarily transfer to Webhelp to oversee work being transitioned offshore to South Africa. I was responsible for coaching and briefing front office teams, supporting claims staff with day-to-day work and training in several vital claims reporting systems. This also involved process mapping and writing in-depth guides for several functions within Claims from scratch.

Salford

I worked on the Yodel contract for Capita Customer Management, being motivated and committed to providing a quality product in an environment of continuous improvement. I was responsible for a team of 15 to 25 advisors. I needed well-developed time management and organisational skills, and to communicate well with both internal and external customers. I consider myself more a leader than a manager. I strongly believe in giving the autonomy for people to carry out their roles. I feel that training and development better serves people rather than direct instruction. I managed both front and back office functions of the business: Strategic Clients (these are high profile clients with large profiles who are key to Yodel’s continued success in business); Yodel Claims Department (processing claims for lost and damaged items within individual clients' contract stipulations); Yodel Voice Department (front office incoming calls with complaints).I had daily contact with Yodel to ensure that they were happy with the current support their customers were receiving. I completed quarterly 121's and fortnightly coaching sessions. I led disciplinary meetings and grievance investigations for different reasons: Gross Misconduct, absence policy, performance management when necessary.During this role I coached low performers to become high performers, giving support, guidance and education in the necessary processes and procedures.As part of the process to transition the work offshore to another company, I was asked spend three weeks in Cape Town to support the new agents and Team Managers.

Salford

Team Leader Apprenticeship (Level 3), Merit

Nvqs, Call Handling (Level 3), Business Admin (Level 2), Customer Service (Levels 2 And 3),, Team Leading (Level 2)

A-Levels, Maths (A), Computing (C), Physics (D), Hanson Sports Leadership Award

A Levels and Sports Leadership Award

G.C.S.E'S, 9 A - B'S Including English, Maths And Science

GCSEs