Russell Steele Email and Phone Number

Managed and improved a high performance team of 15 technical advisors. In one recent instance, through training and coaching, achieving an improvement in agent satisfaction from 78% to 90% over a 3 month period.An average of 10% decrease in contact resolution over a six month period due to weekly evaluation of calls to assess quality, process and scope. Identifying knowledge and skill gaps. Feedback given to the company, team or individuals, in order to improve performance by addressing training needs or adapting process. Monthly reviews of team and individuals performance alongside campaign targets. Setting team and individual goals with regular monitoring to ensure targets are achieved. Absence, capability and performance management. The monitoring and following of company guidelines and if necessary instigating disciplinary procedures. Taken an active role in the process of recruiting, both in the short listing and interviewing stages of the selection of new staff members.Taking responsibility for escalated complex customer queries through to resolution and retention. Ensuring that the reputation of the business is preserved.Internal recognition, receiving 'Best Performing Team' in 2011, as a result of exceeding contact resolution, customer satisfaction and productivity and quality targetsDeputising for the Contact Centre Manager on an ad-hoc basis, taking ownership of the campaigns running and responsibilities.Demonstrates a working knowledge of a specialist telecommunication processes. In addition to regulatory requirements such as DPA, OFCOM compliance and complaint procedures.

Contributed to a significant number of project initiatives designed to ensure optimum quality and satisfaction for both customer and employee.Provided permanent cover as CCM for Call Centre staff ensuring service levels are achieved whilst maintaining high levels of quality on every call.Encouraged, developed and pastored team members, which included providing regular feedback, carrying out one to one sessions and weekly team briefings. Target setting for individuals and the team as a wholeWorked alongside other team managers, driving forward new cultures and behaviours associated with the implementation of a company wide customer relationship project and billing software systems (Siebel & SAP). As an additional responsibility I have acted as an investigating officer for disciplinary proceedings. This has involved me in the investigation and research stages of the process and the subsequent writing of the final report.Detector Cutters Ltd - Liverpool

Overall responsibility for the smooth running of the office. Making sure that all office systems are managed and maintained, including Staff Recruitment Files; Stationery Log and Stock Checks; Uniform Sales; Petty Cash; and Client Files.