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 functions across Billing, Collections and field operational support including the ownership and management of complaints and support for vulnerable customers.* In my current role, I am responsible for overseeing the daily management of Billing Back Office exceptions, handling escalated complex cases, and managing the office-based teams that support reported water leaks. These are critical processes for the business.* I currently have a team of 7 team leaders and process experts and am responsible for 60 people within the UK teams. I am also responsible for the management of our Off-Shore partnership with TCS and the operations in India (Kolkata), including partner relationships, team engagement, the management and improvement of Service Level Agreements and day to day performance - with 100 people in that operation.* I am personally involved in the recruitment and retention of talent for my function, from writing role descriptions, driving assessment centres and conducting interviews, developing induction and onboarding programmes and the creation of training/development plans for our people.* I am responsible for ensuring we have clear, accurate and up to date documented processes for on and offshore teams and the critical function logs to deliver efficient execution, quality and compliance.* I manage the relationship with an organisation called Workfit, through which we employ some exceptional individuals with Down Syndrome whom I personally mentor. Their contributions are invaluable to our team, and I take immense personal pride in supporting this program.

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 capability through knowledge transfer, and managed client relationships by addressing queries around policies and procedures.* I had responsibility for Graduate Recruitment activities, embedded Operational Excellence, and driving continuous improvement within the team.

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 a Quality Performance Team. Our mission was to train our people, in turn providing them with the skills and knowledge they required to do the job, to support and nurture each team member, providing assistance to enhance and embed process knowledge and to help promote development through quality performance coaching.* Led multiple teams to ensure services were delivered to meet internal and external business needs.* Improved the attraction and retention of talent through recruitment, training, in role support, quality assurance and coaching.* Led Quality Benchmarking, performance and productivity reviews, the creation of quality training plans and hands on management of interviews and 1-2-1 coaching.* Management of all aspects of performance and the embedding of operational excellence, end to end processes and outputs within the "Cycle of Excellence".

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, providing both development feedback and examples of agents "getting it right".* Led the Quality Performance Management Team, responsible for reviewing and scoring agents' calls and work items against established quality benchmarks.* Ensuring the team reviewed and reported on compliance, process adherence and quality standards using an eQuality tool.* Accountable for team meetings, quality calibration sessions, 1-2-1 sessions and performance appraisals.* Ensuring the team held the appropriate quality assurance certifications and accreditation.* Providing performance trend analysis to the business for targeted continuous improvement.* Facilitated and drove audit calibration activities.

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 & development, performance management, quality of work, productivity and the teams well being. In addition to this role:* I created a People Advocacy Team, responsible for making it a Great Place to Work and driving continuous improvement and engagement.* Led people initiatives and programmes to find creative and new ways to engage and motivate employees.* Reviewed and analysed employee engagement survey data to drive team specific action plans to present to and work with the business units to drive improved engagement and performance.* Mobilised and ran annual "Team Success Surveys" to gauge progress and ensure continual positive impact.

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 calls per month.* My role was to provide Contact Centre support to agents who required general billing, operational or collections information via the assistance line. * I was responsible for resolving Customer escalations in a timely and accurate fashion to ensure excellent Customer service is delivered on behalf of the Client. * On a monthly basis, I compiled analysis to the business to enable trending and gap analysis/action planning.

Exeter

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