Mike Clarke Email & Phone Number

Developing and sustaining lead pipelineBuilding and developing relationships across the industry End to end sales experienceContent creation for web/social channelsVideo content creation for social

Arbroath, Scotland, United Kingdom

Introduction of Agile Project Management methods to our team’s processes to ensure our tasks are completed prior to any negative impact on the business.Planning staff allocation for maximum efficiency to ensure we can continually adhere to service level agreements. Working with our training team to ensure we are continually improving our agent’s skillsets to ensure we can meet any changes in contact volume demands.Allocating Annual Leave across the entire contact centre to ensure… Show more Introduction of Agile Project Management methods to our team’s processes to ensure our tasks are completed prior to any negative impact on the business.Planning staff allocation for maximum efficiency to ensure we can continually adhere to service level agreements. Working with our training team to ensure we are continually improving our agent’s skillsets to ensure we can meet any changes in contact volume demands.Allocating Annual Leave across the entire contact centre to ensure an even distribution to minimize the impact on business operations. Analyzing historical data to predict future events to ensure we are capable of meeting future business needs. Regularly reporting to clients on our performance across several contracts; including tracking any impact of ongoing events which may have an impact on our ability to meet Service level agreements. Monitoring agent performance through efficiency reports and working with the Team Leader group to ensure this information is both understood and appropriate action is taken to see improvements.Completing timesheets for all call centre staff on a month basis.Calculating the cost of any potential service credits to ensure our resources are utilized in the most cost-effective manner whilst also taking into consideration the reputational damage that could be caused Show less

Arbroath, Scotland, United Kingdom

Operating as a Team Leader for a team of between 10-15 agents which involved holding disciplinary & progression meetings with agents – working collaboratively with agents setting future goals to encourage development over time. Providing Weekly Reports, Month End Reports and One to One meetings to develop agents. Enhanced existing Team Reporting mechanisms to create a more automated process. Assisting agents in finding appropriate resolutions for difficult calls whilst utilizing… Show more Operating as a Team Leader for a team of between 10-15 agents which involved holding disciplinary & progression meetings with agents – working collaboratively with agents setting future goals to encourage development over time. Providing Weekly Reports, Month End Reports and One to One meetings to develop agents. Enhanced existing Team Reporting mechanisms to create a more automated process. Assisting agents in finding appropriate resolutions for difficult calls whilst utilizing this opportunity to improve their service knowledge & customer service skills.Introduced a new Duty Rota for the Team Leader & Senior agent team to ensure tasks are completed routinely.Developed a new dashboard for monitoring Contact Centre performance.Developed a new tracker to compare forecasted and actual results. Show less

Arbroath, Scotland, United Kingdom

Trained on Generalist and Lost & Stolen services.Experienced agent with regular floor walking responsibilities.Awarded for top number of golden calls and highest call score average for 2015.Maintaining an efficiency percentage over 95% throughout my time on the phones.

Angus, Scotland, United Kingdom

Developing enhanced back-end website functionality for existing web systemsCreating E-Commerce websitesDeveloping community websitesExperienced in over multiple development languages

Dundee, Scotland, United Kingdom

Responsible for arranging and over-seeing the transport of products around the world.Tracking orders and organizing any replacements.Liaising between office staff and warehouse personnel.Time management skills through handling different tasks in different areas of the building with their own deadlines. Responsible for printing orders for distribution - prioritizing based on shipping time.Picking stock and packaging for delivery.Liaising between head office & warehouse… Show more Responsible for arranging and over-seeing the transport of products around the world.Tracking orders and organizing any replacements.Liaising between office staff and warehouse personnel.Time management skills through handling different tasks in different areas of the building with their own deadlines. Responsible for printing orders for distribution - prioritizing based on shipping time.Picking stock and packaging for delivery.Liaising between head office & warehouse to ensure stock is suitable allocated based on distribution needs. Show less

Crewe, England, United Kingdom

Providing technical support on over 30 software systems.Handling incoming calls from clients and managing them until resolution.Training new staff & working as a cover supervisor

Crewe, England, United Kingdom

Multiple short term contracts Customer SupportIT SupportPC RepairWarehouse Duties

Postgraduate Certificate, Systems Thinking In Practice

Bsc (Hons), Computing & It