Business Skills Coach
CurrentCoaching 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%.
