Michelle Pope Email & Phone Number

Exeter

To build on the culture of Service Delivery Excellence. Primarily responsible for end to end delivery of Customer service and driving performance to provide high quality Customer care.* I have operated in a number of middle/senior management roles, responsible for multiple fronts and back-office teams. Including Contact Centres and specialist back-office.

Kingston Upon Thames, England, United Kingdom

Managing a team of recruiters responsible for delivering a comprehensive end-end recruitment service across multiple functions for Unilever. * I led a team of recruiters to provide a comprehensive end-to-end recruitment service across multiple functions for Unilever. * I monitored workload and performance against SLA’s and targets, developed recruiter.

Exeter, England, United Kingdom

Supporting the agent journey, measuring and growing talent through recruitment, training, assistance, quality and coaching. The Cycle of Excellence Team brought segregated teams together. A One Stop Shop operating in sequence with purpose to support an employees first 6 months journey. This team included a Training Team, an Assistance & Escalation Team and.

Exeter, England, United Kingdom

The Quality Performance Management (QPM) team were responsible for reviewing and scoring agents calls and work items against established benchmarks. QPM were able to see and hear how an agent has interacted with a Customer and how accurately and efficiently they have navigated through the system. QPM would complete large volume of evaluations each month.

Exeter, England, United Kingdom

I managed a team of Customer facing employees who in turn were key in providing services to our internal and/or external Customer. The team responded to Customer problems, issues, requests and queries. My role was to ensures proper documentation, notification, escalation, tracking and follow up of all incidents. I was accountable for coaching &.

Exeter

I was a member of the Assistance & Escalation (A&E) team.A&E were primarily responsible for providing assistance to our contact centre agents. Handling escalated Customer issues and resolving complaints, dedicated to supporting our agents, empowering them with the knowledge and call techniques to fully resolve Customer queries. The team were averaging 4000.

Exeter

Accountable for all financial banking and reconciliation. Stock replenishment and shrinkage.Responsible for recruitment and management of cashiers.License holder for premises.