In this role I was focused on business improvement project management including the assessment of current policies and procedures against industry best practice. As well as the presentation of recommendations to current business practices in consideration to continuous improvement principles. During my time in this role I :• Re-evaluated current department procedures and successfully recommended a change that increased efficiency and monthly customer value. • Managed the project to consult in-house experts and research industry best practice to establish policies and procedures for a newly established department. These policies ensured process consistency and excellent work standards. • Consulted in-house experts and the leadership group to assess and recommend changes to voice analytics standards and quality guidelines for a particular department. These changes provided a more accurate and detailed picture of an individual's aptitude and the department KPIs, improving management effectiveness and efficiency,

I was responsible for the monitoring and assessment of inbound and outbound calls and written communication (social media and online help) against internal quality measures in addition to the training and mentoring of employees to achieve both career and personal objectives and goals. PAs a more senior Coach part of my role included providing support and calibrating the leadership team against these quality measures. During my time in this role I:• Was part of the team that developed the Content, Concept and Strategy“ for an empathy workshop that won the LearnX Gold Award” for ‘Best eLearning Model’ • Successfully aligned and implemented a coaching and quality strategy for a new customer experience initiative completed ahead of schedule resulting in increased customer sentiment. • Consulted with management and leadership to develop and create departmental quality standards and measurements

I provided customer care and support via Vodafone & Three Mobile’s various social media channels and on third party forums such as Whirlpool. This included responding to inbound customer care and support queries, building relationships to maintain and improve customer sentiment and on-boarding and training new employees. During my time with this team I - • Mentored fellow team mates and trained new inductees. • Developed and introduced a support database to centralise skills, knowledge and troubleshooting. This database improved the consistency of support provided and increased team efficiency. • Developed a uniform system to identify and track customer’s whose conversations have crossed multiple support channels. This increased customer sentiment and reduced the time taken to resolve a query.

Inbound telesales focused on personal phone and broadband services to both new and existing customers and tailoring these products and services to the customers need.

Retail sales of personal phone and broadband services to both new and existing customers and tailoring these products and services to the customers need, maintaining returns and exchanges, dispute resolution and training new employees.

Retail sales of personal phone and broadband services to both new and existing customers and tailoring these products and services to the customers need, maintaining returns and exchanges, dispute resolution and training new employees. Additionally overseeing the daily operation and stock of the Rosny store.

Inbound customer care and dealer support for Optus. This included responding to customer care enquiries, providing support to Optus stores and dealers and assessing credit applications.