Roxana M. Email & Phone Number

Bristol, England, Gb

Bristol, England, Gb

Bristol, England, United Kingdom

Bristol, England, United Kingdom

I was responsible for organisation and updating monthly workload in line with QA resources, to ensure effective utilisation. By maintaining a comprehensive process and system knowledge, I was able to perform root cause analysis and drive improvements.In my pursuit of continuous improvement, I focused on developing and enhancing training materials and process documentation - this included creating Quality Guidelines to facilitate auditing Contact Centre interactions and organising Quality trend reports to track and assess performance. Additionally, I performed QA the QA tasks routinely and provided mentorship for QA Coaches, offering guidance and support to help them excel in their responsibilities and explore further development. I created and delivered workshops on call handling, covering both procedural and soft skills, to enhance the capabilities of the Contact Centre team and contribute to their overall success.Fostering relationships with stakeholders within the business was a key aspect of my role, promoting collaboration and effective communication. These responsibilities contributed to the team success and process optimisation.

Bristol, England, United Kingdom

My role entailed a diverse set of key responsibilities aimed at ensuring the optimal performance of a team of 17 CSRs. This involved meticulously managing their performance against KPIs to maintain a high level of service quality. I also placed great emphasis on adhering to the company framework, using it as a development tool to promote growth and improvement within the team. In order to enhance my team's capabilities, I diligently reviewed existing training materials and worked on developing further Quick Reference Guides (QRGs). Additionally, I took charge of workload management, conducting volume analysis and distributing work efficiently to ensure SLAs are adhered to. To further drive quality and efficiency, I observed, reviewed, and provided constructive feedback to the team. Upholding stringent Data Protection guidelines was paramount, and I reported any breaches - in line with FCA requirements - while coaching the staff to ensure compliance.Routine meetings, as well as disciplinary investigations, were a regular part of my responsibilities. I also actively cultivated relationships with various stakeholders within the business to foster collaboration and alignment. Furthermore, I regularly offered my support to projects designed to enhance working processes and improve overall performance and increase customer satisfaction.

Bristol, England, United Kingdom

Having demonstrated an in-depth product knowledge by completing all available upskills within the department, I was successful in applying for the internal Trainee Team Leader program.I had a set of critical responsibilities that revolved around effective team management and performance enhancement, which included overseeing staff adherence and ensuring the achievement KPIs. I was also responsible for identifying performance trends and addressing any issues within the team to maintain a high level of productivity, as well as having to conduct various routine staff meetings such as 1-2-1s, RTWs and team meetings. Floorwalking, handling escalations and resolving customer complaints were another integral component of my responsibilities to ensure smooth CC operations and performance improvement.

Bristol, England, United Kingdom

In this role, I had to promptly address customer enquiries by telephone or written communication, in a dynamic and fast-paced setting. Additionally, I was tasked with inputting sensitive data into a secure system, ensuring it was handled effectively and stored safely. Meeting personal KPI targets was another crucial aspect of my role, all while upholding the highest standards of customer service. I continually enhanced my problem-solving skills, both in terms of learning new techniques and building upon existing ones, in order to resolve customer queries at the first point of contact.

Bucharest, Romania

I was responsible for managing various aspects of copywriting for company communications, including checking and proofreading materials, often working to meet tight deadlines to ensure professionalism in a B2B setting.

Bristol, England, United Kingdom

I reached out to both existing and potential donors, sharing information about the charity's work and motivating them to increase their support. During these telephone interactions, I accurately inputted the information provided into the system. Meeting personal and team targets was a key part of my responsibilities, and I consistently demonstrated enthusiasm, built rapport, and engaged in respectful negotiations with potential supporters.

Bristol, England, United Kingdom

My role involved establishing a positive brand image and leading consumers to embrace various products or services, by demonstrating and sharing information. Additionally, I engaged in traffic-stopping activities, distributing product samples and flyers to effectively capture consumer attention.

Bristol, England, United Kingdom

I provided essential support to the Salon Manager through various administrative tasks, from contacting sales representatives to handling phone calls & emails and organising client bookings. Building strong client relationships, I effectively promoted professional retail products and services. I also maintained the reception area's presentation and ensured product restocking, contributing to a seamless and inviting salon environment and ensuring a memorable salon experience.