Phill Young Email & Phone Number

Rebranding and development of existing rural business into profitable social enterprise, delivering health and well-being services.Profits donated to local good causes.

· Developed, motivated and performance managed teams of up to 25 individuals, exceeding service targets and meeting all business objectives; whilst maintaining excellent customer service and meeting all company and regulatory bodies requirements. · Worked with the Trials Team to system test, data capture and analyse new products and services prior to business wide launch. · Developed database to enable effective presentation and analysis of performance statistics. Then devised and delivered corresponding incentive schemes to maximise effectiveness and performance. Implementation measurably increased both internal and external organisational satisfaction. · Revised overtime booking system for the seven Orange UK call centres; this created more accurate reporting on agent and overtime hour availability, reduced the number of unworked hours at peak times, increased staff morale and ensured customer call times met regulatory requirements. · Managed the induction/integration of 45 temporary employee's into the company, including temporary contract management, training needs analysis and management of transition to permanent status.

· Part of a dedicated team for the launch of new products and services during trial phases of launch. Captured data on system performance, and customer satisfaction and fed back to the relevant teams throughout the business. · Handled inbound customer queries on a variety of subjects, including handset faults, billing and online queries, engaging second or third party support as required. · Sustained constant performance against business KPI's, and assisted colleagues in achieving these.