Mike Carson Email & Phone Number

Stanley, England, United Kingdom

Stanley, England, United Kingdom

Workload distribution and supporting control of 15 technicians121s, RTWs, performance developmentWeekly QC monitoring across multiple disciplinesRegular SOP checksEnvironmental sample assessments - adhering to British standard methodsSample registration and preparationSetting and monitoring KPIsAssisting clients face to face, over the phone and via emailPO.

At FirstSource Solutions, my responsibilities are;Manage team of 18 inbound customer care advisors for Lloyds Banking Campaign121’s, probations, performance development, disciplinariesCall marking/ quality assurance – 5 calls per agent per week (client sourced/dip checked)Site lead for Complaints and Customers in Financial Difficulty (CIFD)FPOC in absence.

Durham, United Kingdom

Reason for leaving: Covid resulting in winding up on businessDay to day management of operations, workload distribution and control of 12 office-based sales/customer care advisors, 4 field-based sales and installation engineering team (internal and third party)Recruitment, 121’s, performance development, HR tasksKPI setting and developmentFollow customer.