Norm Cassidy Email & Phone Number

London, England, United Kingdom

Manchester Airport

• As part of the Asset Support Team within the engineering and facilities management departments, this role focused on the planning and assigning of reactive, corrective and preventative planned maintenance for.
• Use of the Maximo system to record service requests, create work order and progress through to completion.
• Planning preventative planned maintenance across various engineering disciplines.
• Handling inbound calls and emails regarding reactive maintenance and assigning based on discipline required, priority and engineering availability.
• Being an active member of the Diversity & Inclusion Forum, attending webinars hosted by Inclusive Employers on the subjects of race, gender identity, intersectionality and disability and contributing to and supporting.
• Being a member of the Green Ribbon Group- to promote conversation around mental health awareness and reducing the stigma around mental illness.

Manchester, United Kingdom

• Based in British Gas’s Moving Home Team I managed a team of twelve advisors in a customer experience setting with a great focus on sales and retention.Duties associated with the post include:
• Providing regular coaching, feedback and training in order to support sales growth and the development of the team.
• Monitoring real time SLA, schedule adherence and growth performance for advisors and ensuring performance issues were managed through early intervention in line with HR policies.
• Ensuring, through my secondary role as People, Engagement and CSR Lead that incentives were planned, and all employees took part in a volunteering experience with a local charity over a twelve-month period. This role.
• Managing the contact centres efficiencies and designing and implementing the “Growth Through Efficiencies” coaching plan.
• Planning and supporting team meetings around the subject of Mental Health Awareness.

Hale Court, Manchester

• Having worked in all customer facing functions of the business I became proficient at providing a high level of customer care for a major UK ISP as well as developing the skills of my direct reports. I have managed.
• Preparing daily workloads for staff & co-ordinating the daily allocation of work and designing the “One Call Promise” process to reduce inbound call volume.
• Working closely with HR on grievance, disciplinary and absence management meeting and acting as a coach to other managers who were struggling with Human Resources policies and procedures.
• The design and implementation of a new performance management framework, including producing adaptable templates for Team Managers and advisors to use for both Performance Improvement Plans and Personal Development.
• Setting targets in line with business needs and ensuring agents performed to those targets, through coaching, feedback, team meetings and regular 121s.
• Drive performance improvements across AHT, FCR, Adherence, Productivity and Quality.

Liverpool, United Kingdom

Initially taking on the role of Organ Tuning Assistant I soon became interested in other areas of the business, first learning the art of organ building and tuning before focusing my attentions to the company's ICT requirements.I also took responsibility of marketing, brand development and client relations, utilising a number of channels (print and online.

Liverpool, United Kingdom

Developing websites for small to medium businesses, utilising HTML, Flash, SEO skills and social media.

Liverpool, United Kingdom

Located in a busy city centre bar, serving both food and drink over two floors, this venue took over £1m Net per annum.Assuming the role of assistant manager and contributing to sales growth and development of the team.

Foundation Degree, Business Management

Avce, Health And Social Care

A Level, Law

A Level, Psychology

A Level, Politics

A Level, Sociology

As Level, Film Studies

As Level, Spanish

Education record