Phillip Reiss Email & Phone Number

My duties include:Managing a team of Multi Lingual Consumer Service AdvisorsKey Stakeholder managementManaging the Recruitment process and Assessment of new candidates Weekly, Monthly and Annual reportingCoaching for continuous improvement

Newbury

My duties included:Managing real-time call handling performance across all Vodafone Contact centres. Focusing specifically on the delivery of FTE (resource) and targeted call handling times. Escalating call taking capacity issues when agreed performance parameters are exceeded, Delivering full adherence to key process documentation with key triggers and actions.Measuring call volumes and delivering insight into deviation from projected norms.Taking effective and efficient decisions in line with Contact centre strategies.Managing real time Adviser Quality and commercial measures, highlighting and escalating appropriately when performance criteria are breached, identifying and measuring impacters.Communicating key information to stakeholders regarding operational performance and continuity. Management and Risk Assessment of project planning and recommending appropriate solutions.Creating and updating accurate reports to required timescales. Analysis & management of intra-day performance and understanding impacts of deviations from forecasted call volumes, AHTs or resource for all call types. Driving resource optimisation completed by the real-time performance teams.Proactively driving and implementing operational interventions to agreed triggers. Understanding and managing Contact centre strategy across the whole estate.Managing Technological and Environmental incidents affecting performance and agreeing the necessary mitigations to reduce impact to customers and performance by agreeing, implementing and monitoring interventions .

Staines-Upon-Thames

My duties included:Managing Travel Insurance Team of Service Advisors and Claims AssessorsWorking within Regulatory requirements of FSADealing with Complaint EscalationsTravel Insurance Claims assessment and auditingKey Stakeholder managementQMS proficientWeekly, Monthly and Annual reportingPlanning and Rota managementCoaching for continuous improvementManaging value and failure demandDriving change, Process improvements.

Rayners Lane

My duties included:Managing workload for Q+P Team in Rayners Lane & Kuala LumparCollating and Reporting on Telebetting Performance (Retail and Contact Centre)Providing feedback to Team Leaders, Managers and Senior ManagementHighlighting key development areas for department

Watford, United Kingdom

My duties included:Invoice recordingSetting up Customer DatabaseCustomer account management and call handlingMarketing franchise opportunities and business developmentStock control and orderingStaff coaching and trainingHealth & Safety briefings to staff regarding Chemical usage

Park Royal

My duties as CRC Team Leader included:Managing the Scheduling and Admin team (7 Direct reports)Representing CRC in Corporate Induction (Guinness Brand Dip)Updating Departmental performance weeklyEquipment ordering and payroll processingTaking Inbound customer calls when required

Rayners Lane

Contacted by Ladbrokes to return as Team Leader in build up to World Cup 2010 - Currently working as Quality & Performance Team Leader, duties including:Managing workload for Q+P Team in Rayners Lane & Kuala LumparCollating and Reporting on Telebetting Performance (Retail and Contact Centre)I worked as a Team Leader from Jan 2002 - May 2007, duties including:Managing a team of up to 30 agents within business criteria & KPI'sStaff Council memberPresenting to Directors, Managers, or Agents as requiredI began as a Call Centre Agent

Education record

NVQ Level 2 in Team Leadership. Modules covered entailed: Health & Safety, Issues of discrimination & harassment, organisational.

Gcse Passes, English; Maths, Science, Geography & French

at Grade C or above