Coaching Customer Service Managers across different operations to improve their motivation, job satisfaction and the level of service they offer customers.Key Tasks and Achievements• Established and sustained strong record as a valued Coach utilising astute solution-focused goal setting, emotional intelligence, engagement, empathy, questioning and giving constructive feedback; all allied to personal customer service experience and knowledge.• Designing solution-focused training material• Stretched role boundaries e.g. taking on the role of trainer and managing projects during challenging periods. • Consistently achieved excellent reviews and evaluations; frequently recognised for personal efforts e.g. nominated as a 'Support Star.'​• Daily activities include arranging and facilitating coaching sessions, analysing reports and collating data, chairing meetings and assisting colleagues where necessary.• Social Media Making Moments Matter Training – Designed and delivered the material to Social Media Customer Service Managers to boost the Customer satisfaction scores for the operation in a restricted timeframe. These scores increased from 92 to 95%.• Designed, managed and trained out 'London Calling' a project designed to improve Customer satisfaction scores in the Store Reception Skillset – This was well received by Customer Service Managers and customer satisfaction scores increased to 100%, repeat contact also reduced from 25% down to 16%.

Assigned to assist Project Manager with the delivery of a programme (JUMPS) designed to improve the efficiency and the quality of the service that Tesco provides to customers. Key Tasks and Achievements • Successfully Project Managed the integration of a Christmas Evening Bookings line into the Customer Engagement Centre during a very busy period. This improved efficiency and received positive feedback from customers.• Stakeholder and colleague engagement, encouraging team spirit and a cohesive way of working to ensure objectives were achieved.

First point of contact for customers by call, letter, email or social mediaKey Tasks and Achievements• Succeeded in establishing a positive relationship from the outset; provided an outstanding customer service through a variety of contact channels, whilst also upholding the Tesco brand and values.• Consistently delivered first time resolutions for customers• Consistently exceeded Key Performance Indicator objectives.• Deputised for Team Leader and coached and mentored less experienced colleagues, which I received an award for.• Consistent ‘Green’ (very good to excellent performance, top 10%) statistics for productivity and quality; response rates exceeded 3.5 emails per hour (EPH) and frequently scored 100% on weekly contact evaluations.• Received multiple ‘Values’ awards for customer service due to consistently high customer satisfaction scores and first time resolutions. Also supporting the Grocery Home Shopping Business Support Team, making outbound calls to customers whose orders were delayed or cancelled.

Key Tasks and Achievements• Front line service to customers, placed orders, advised on products and materials. • Handled cash and credit transactions.• Set up product displays as well as designed in-store advertisements. • Undertook stock takes and replenished stock.