Natalia Meritta Email & Phone Number

Leeds, England, United Kingdom

• Managing call centre agents’ activities in real-time ensuring the optimisation of the call centre. Mostly by liaising with Team Leaders and Operational Managers as needed.• Analyse data, provide accurate in-day insight and Tactical Plan reviews to flag any risks or opportunities to key stakeholders to support recovery actions or resourcing decisions.• Maintain reports to provide stakeholders with up-to-date information on key metrices and performance indicators.• Building effective shift patterns to support forecast models – including any requirements to slide shifts or for overtime.• Ensuring agents schedule are up to date with the business needs and updating when needed (Off the phone time for meetings, buzzes, one to ones, feedback and training)• Maintenance of system and all functions within agreed campaigns (codes, holiday pots, flexi times)• Taking part in Daily Performance Forum meetings with key stakeholders and update them on key metrics.

Leeds, England, United Kingdom

• Drive day-to-day channel performance across the business to agreed Service Level Agreements to optimise customer experience – SMS, Inbound, Outbound, Email• Analyse data, provide accurate in-day insight and Tactical Plan reviews to flag any risks or opportunities to key stakeholders to support recovery actions or resourcing decisions.• Develop and maintain reports to provide stakeholders with up-to-date information on key metrices and performance indicators.• Supporting the business in adhering to OFCOM regulations and consistently achieving Service Level Agreements.• Running the Outbound Dialler system and managing different campaigns for the call centre agents to dial out.• Ensuring Telephony Faults are being spotted, raised to the relevant teams, updating systems and supporting the call centre ensuring the customer’s journey is as smooth as possible during the downtime.• Review procedures and procedure maps in full, writing new content and/or amending existing content as required. • Running basic SQL queries in order to obtain database information and use this data to support decision making.• Complete feedback to Team Leaders in relation to call centre agents performance.

Leeds, England, United Kingdom

• Supervising call centre agents’ performance using AVAYA CMS and Verint.• Completing reports daily for Higher Management which provides an intra-day view of the day’s performance against schedule.• Supporting Lowell Solicitors in adhering to OFCOM regulations (such as monitoring outbound abandon rate), and consistently achieving Service Level Agreements, such as inbound abandon rate.• Responsible for the day-to-day performance and maximising efficiency by proactively make decisions on how to optimise the day’s performance based on real time data.• Running the Outbound Dialler system and managing different campaigns for the call centre agents to dial out.• Managing call centre agents’ activities in relation to the amount of inbound calls we receive.• Liaising with Team Leaders in order to optimise agents’ activity.• Review procedures and maps in full, writing new content and/or amending existing content as required. • Running basic SQL queries in order to obtain database information and use this data to support decision making.• Complete feedback to Team Leaders in relation to call centre agents performance.• Review letter file produced and submit letter pulls to the appropriate department, flag volume discrepancies and any process inconsistencies to the relevant department to prevent the business from potential risks.• Managed the deployment of SMS strategies to generate further inbound traffic and maintain service level agreements.

Leeds, West Yorkshire, United Kingdom

• Ensure that case files are correctly maintained, so that information is up to date and easily available.• Liaise with Court via telephone, post and email in order to provide them with relevant updates and information they may require.• Process incoming letters and emails from Court and Land Registry.• Action accounts accordingly in case of escalated issues from our client’s customers, in accordance with regulations, procedures, policies and client service level agreements ensuring all deadlines are met. • Drafting letters, emails and other correspondence required to Defendants, Court and Land Registry.• Providing instructions to Court Advocacy Service.• Verifying accounts for Court Enforcement Action.

Leeds, West Yorkshire, United Kingdom

• Ensure that case files are maintained, so that information is up to date and easily available.• Dealing with Court correspondence, progress reports, admissions, applications.• Process and distribute incoming mail from customers, the court, third parties.• Respond to escalated issues from client’s customers as required in accordance with regulations, procedures, policies and client service level agreements ensuring all deadlines are met. • Drafting legal documents, agreements. Legal letters and other correspondence under supervision.

Leeds, West Yorkshire, United Kingdom

• Obtaining Land Registry documents, chasing leasehold information and leasehold payments.• Requesting, chasing and inputting redemption figures and Mortgage Offers.• Checking Mortgage Deeds and Occupier's consents.• Taking payments for shortfalls and other fees.• Reviewing files before setting completion dates and updating system with customer information.• Provide customers, brokers and clients with updates on the file or chase documents by telephone, post and email.

Leeds, United Kingdom

• Support clients with their daily routines, with things like washing, dressing, preparing meals, household cleaning etc. • Enable clients to learn new skills and maximize their potential for independence.• Liaising with the clients’ families and other professionals such as GPs and social workers• Completing important paperwork such as daily notes, appointment records, food charts, incident reports etc.• Completing health and safety inspections

* Editing script in Dreamweaver* Image editing using Photoshop and Illustrator.

Leeds, United Kingdom

* General administrative duties such as filing, photocopying.* Registering potential staff, which included recording personal details.* Answering phone calls, dealing with enquiries and provide general information to job applicants.* Booking appointments for registration and staff for shifts.* Making phone calls to candidates who are judged to be eligible.* Doing background checks and verifying the references, work experience and academic qualifications of applicants.* Updating both manual and electronic personnel records when a employees personal details change.* Interviewing candidates.* Preparing and issuing employment contracts to new employees.* Making sure that all employee records are accurate and well maintained.* Issuing pay-slips.

Leeds, United Kingdom

* Till operating and cash handling.* Sort donations.* Create window displays.

Thessaloniki, Greece

* Registration of students, which included recording personal details.* Processing payment of fees.* Organizing student’s timetables.* Typing correspondence letters for staff and students.* Handling phone inquiries and liaising with other staff members to resolve problems.* Overseeing day to day running of the Institute during periods when the manager was absent.

Bradford, United Kingdom

* Aiding clients with personal care.* Carrying out everyday tasks for the client such as shopping, cooking.* Helping clients with mobilization.* Escorting clients to hospital appointments and shopping trips.* Recording daily care plans for the clients.

Bsc Computer Animation And Special Effects, Digital Communication And Media/Multimedia

Activities and Societies: Trampoline Team

Foundation Degree, Fine Arts

High School Degree (A Level Equivalent)