Ross Marklew Email & Phone Number

Cardiff, United Kingdom

• 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.
• 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.

Cardiff, United Kingdom

• 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.

Cardiff, United Kingdom

• 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.

London, United Kingdom

• 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.

Bachelor Of Arts (Ba) (Hons), Fine Art: Painting, First Class

Btec Diploma, Foundation In Art & Design, Merit

3 A Levels, 9 Gcses, A-C