Robert Clee Email & Phone Number

Litchfield, England, United Kingdom

Fort Dunlop, Birmingham

I am responsible for all aspects of customer service, from inbound calls of a service nature to dealing with complaints in a lively and fast paced office. An active part of this is also to upsell products to the customer while maintaining KPI’s.

Birmingham

The role includes all aspects of customer service relating to automobile insurance. I have become proficient using open GI and In my 14 months of employment I have been employee of the month 5 times. I have moved up to the position of deputy team leader, making me responsible for the motivation and monitoring of a team of 11. I was responsible for escalated complaint calls and for maintaining KPI’s and for making sure our department were adhering to FSA guidelines. While there I implemented FCR (first call resolution) to find out why we had so many calls and to cut down on the repeat calls, this reduced the incoming call volume by 12% over a 3 month period.

Oldbury

The job role included using the Kerridge sales system which I used to order product for customers and providing telephone and email support for all aspects of bathroom installation. Troubleshoot\diagnose product fault and offer a resolution specifically formulated to the customer. I designed and implemented the current spares and customer services department and managed the through put of spares to the end user. I designed and implemented a website to assist the stores. It also included staff technical training and I also had to visit the stores and train the staff. I provided IT support including software updating, resolving network issues, and hardware updating and building pc’s for the IT department and installing them.

Started on the shop floor looking after the lighting department, implementing displays and maintaining the “sea of lights” then trained and became a Kitchen & Bathroom designer using CAD (20-20 package) and sales software (SAPCO). I designed kitchens and bathrooms both in store and at the customer’s homes. I was responsible for the whole process from lead taking, design and payment collection. Through to installation and remedial work, I had to work mainly in the customers homes. I also had to train other consultants in sales, CAD and customer service. I achieved a place in the top 50 consultants for sales two years running.

Biology B, English C, Chemistry C, Mathematics C

Education record