• Supporting the Call Centre team in achieving an average call abandon rate of less than 10% and average wait time of less than 60 seconds. • Resolving an average of 70% of escalated cases with 24 hours and 80% of escalated cases within 48 Hours. • Achieving an average weekly case closure target of 15. • Suggesting and implementing updates to FAQ’s, Standard Operating Procedures (SOP’s) or Process flows where appropriate. • Assisting Call Agents with any training requirements – producing documents and giving training where appropriate. • Communicating and liaising with team members across the payroll department to efficiently rectify and resolve workers pay queries. • Assisted in a major platform development with testing, and refining of UI to ensure smooth enduser experience and maintain BAU.

As Supervisor, my role encompasses a number of responsibilities within the store. These responsibilities include overseeing stock ordering and merchandising across several departments; cashing up the tills at the end of day, overseeing the shop floor and highlighting priority tasks to maintain store and merchandising standards, delegating tasks to team members and ensuring their correct completion. I am able to communicate between, and to both the team members and upper-management (both within and outside of the store), I enjoy helping training up new members of staff, particularly in regards to customer service and till services. I can and do use a number of systems to complete my responsibilities in regards to ordering stock, publishing daily sales and takings and reporting store or product issues to head office.

In the six years I've worked at Morrisons I have had the opportunity to work in various departments within the store. I have experience with handling and preparing fresh food, working within the dry cleaning department and currently on the checkouts. All of these roles have enabled me to provide consistent high quality customer service, with a focus on efficiency and surpassing customer expectation. I am currently extending my role into Team Leader; the role provides me with experience leading a large and highly dynamic department, ensuring that customer, store and staff needs are all met whilst working within CDQ parameters and maintaining a minimum 70% positive customer feedback.

Handling customer data in accordance with the Data Protection Act, advising customers of the best products and services in accordance to their needs and wants, achieving sales targets, resolving customer queries and problems (technical and relating to accounts), promoting new offers and services to customers, customer service,

Writer and reviewer at Mobile Industry Review (formerly, SMSTextNews). At the time my role was to provide an insight into the increasingly lucrative younger market of mobile telecommunications. For a period of time I wrote daily articles or reviews, and worked with a number of other staff to expand the brand and its outreach. Mobile Industry Review/SMSTextNews was, at the time, one of the leading blogs/independent sites that broke news on the industry and pioneered in its indepth reviews and lively community.