Patrick Lynch Email & Phone Number

Telford, Gb

Telford, England, United Kingdom

Telford, England, United Kingdom

Working with clients and freelancers to match the best person to jobs, working to the freelancers skills, strengths and expertise.

Shrewsbury, England, United Kingdom

Shrewsbury, England, United Kingdom

Event Coordinator• Facilitating telephone event calls for our customers –Making sure that the call was set up correctly for the customers so that they ran smoothly and efficiently• Working with different systems simultaneously in the call to create a fuller experience for the customers event • Troubleshooting any problems in the moment to ensure there was no impact on the call• Speaking with customers that could range from small groups to over 100 participants, from District Judges to CEO of companies.• Taking incoming communications from customers to book event calls, answering any questions about the types of call we offer, their benefits and consulting with customer to see what is best for them.Team Coach• Covering different team coaches within the call centre, working with the team managers to ensure the smooth running and continual upskilling of the staff• Delivering feedback to the team after having fully investigated the feedback to understand it myself so that my feedback can be tailored to the individual• Coaching individuals on individual needs ensuring that the coaching was in line with the company values but also addressing the individuals’ strengths and needs.• Being on hand to be the first point of contact in my own team for any issues that may arise• Investigating customer complaints that have come from event calls that have happened or processes

Shrewsbury, England, United Kingdom

Working in multiple roles (Customer Call Centre / Trainer / Back Office Investigator) which included the following duties: • Organising my own work load, calling back customers that I had promised I would, making sure jobs are followed up and completed on time.• Providing excellent customer service by advising customers on their bills and their consumption at their properties. Recommending customers of next steps while keep them informed at all times• Pro-actively investigate a customers account when a leakage claim form has been issued to ensure that the claim form was issued correctly and the customer was kept informed; also processing the forms upon return to make sure that they are not over charged for their water, due to a leak• Looking at different systems in order to gain a fuller picture of a customers issue at their property• Taking payments from the customer• Resolving as much as I could at point of contact but also making sure that if I needed to pass work through to a different department that I routed it through to the right department first time• Creating and delivering or modifying current training in line with the company standards to new starters and current staff• Creating a training package in order to deliver training on a new system that would be used by all the front office agents, with the ability to be trained without the trainer, in line with the self directed learning policy of the company.• Coaching of individuals on individual needs, addressing strengths and areas that required development.• Booking in enforced repairs with contractors and customer making sure all the cases are in order so that contractors have all the information they need• Liaise with different departments, such as Operations team and Metering to resolve a customers issue quickly and to a high standard; engineers in the field to identify leaks on supplies and relay that information to the customers