To support the day to day running of one or more of Vodafone’s prestigious Business customers and support the Dedicated Customer Service Team (DCST) LeadersKey accountabilities and decision ownership:• Consistent delivery of core KPIs in line with monthly scorecard and strong performance relating to specific dedicated advisor objectives and expectations.• Leading on tNPS, maintaining strong results and picking up feedback activity with both customer and agent/internal stakeholders/teams (where applicable)• Team Meeting Delivery/Support – leading/supporting on weekly team call activity, ensuring that business updates are briefed in a timely manner and understood by the team with relevant sign off activity completed.• General day to day Team Leader support excluding HR activity e.g. 1-2-1’s, RTW.• Weekly BRM updates sent into covering team manager during periods of TL absence• To calibrate and coach 1 advisor’s QA monthly as instructed by your Team Leader• Assist the Team Leader with coaching feedback to improve advisor performance and the customer experience.• Lead with continuous improvement and training activity, acting as a new hire mentor for your team and on-going support for existing advisors.• Customer escalation support – working with customers, advisors and team leaders to successfully resolve complaints swiftly and competently prior to reaching level 2 (team leader).

Travelling between the offices of several of our customers and to ensure success and smooth running of our business customers mobile strategies, by supporting the day-to-day running of our prestigious corporate customers and ensuring customer loyalty through quality, speed and innovation. To manage the day to day running Vodafone Corporate prestigious Corporate Customers.To ensure customer loyalty through quality, speed and innovation. To drive value into the customer’s business through engaging in pro-active improvement projects. Instrumental in building relationships with internal and external stakeholders.Manage and assist with project work, being responsible for the delivery of aspects of project work, (i.e., NMR call recording, Wi Fi calling, graduate roll-out.)Supporting other Vodafone HQ based departments in resolving queries that relate to the account and seeking ways to further improve efficiencies on site.Attend customer meetings in support to Account and Service Management team in management of the account.Act as the expert front line support in offering end user’s advice on device and tariff information including product range and equipment pricing. Travelling between the offices of several of our customers and to ensure success and smooth running of our business customers mobile strategies, by supporting the day-to-day running of our prestigious corporate customers and ensuring customer loyalty through quality, speed and innovation. To manage the day to day running Vodafone Corporate prestigious Corporate Customers. To ensure customer loyalty through quality, speed and innovation. To drive value into the customer’s business through engaging in pro-active improvement projects. Instrumental in building relationships with internal and external stakeholders. Manage and assist with project work, being responsible for the delivery of aspects of project work, (i.e., NMR call recording, Wi Fi calling, graduate roll-out.)

Travelling between the offices of several of our customers and to ensure success and smooth running of our business customers mobile strategies, by supporting the day-to-day running of our prestigious corporate customers and ensuring customer loyalty through quality, speed and innovation. To manage the day to day running Vodafone Corporate prestigious Corporate Customers.To ensure customer loyalty through quality, speed and innovation. To drive value into the customer’s business through engaging in pro-active improvement projects. Instrumental in building relationships with internal and external stakeholders.Manage and assist with project work, being responsible for the delivery of aspects of project work, (i.e., NMR call recording, Wi Fi calling, graduate roll-out.)Supporting other Vodafone HQ based departments in resolving queries that relate to the account and seeking ways to further improve efficiencies on site.Attend customer meetings in support to Account and Service Management team in management of the account.Act as the expert front line support in offering end user’s advice on device and tariff information including product range and equipment pricing. Travelling between the offices of several of our customers and to ensure success and smooth running of our business customers mobile strategies, by supporting the day-to-day running of our prestigious corporate customers and ensuring customer loyalty through quality, speed and innovation. To manage the day to day running Vodafone Corporate prestigious Corporate Customers. To ensure customer loyalty through quality, speed and innovation. To drive value into the customer’s business through engaging in pro-active improvement projects. Instrumental in building relationships with internal and external stakeholders. Manage and assist with project work, being responsible for the delivery of aspects of project work, (i.e., NMR call recording, Wi Fi calling, graduate roll-out.)

Skills: Contact Centres · Coaching · Leadership · Leadership Development · Coaching & Mentoring · Strategic Planning · Customer Satisfaction · Customer Experience · Customer Support · Customer Retention · Business StrategyTo provide outstanding support to our Customer Care teams, Covering Eleven markets across Europe, the Middle East, South East Asia and Australia across different time zones. Communicating with Global Real Time Analysts Inhouse and Offsite.Using Workforce Management software and tools to analyse forecast accuracy and Real Time Workforce requirements, Building relationships with internal and external stakeholders.Monitor Real Time Management for Deliveroo Workforce.Review workload forecasts, accounting for trends and seasonality in contact rates and order volumes, highlight issues and roadblock that prevents us from achieving our service levels.Track the impact of operational change activities affecting Customer Care to improve the accuracy of our forecasts.Ensure daily tracking of forecast accuracy across 11 global markets, quickly responding to any issues encountered locally in our markets, or centrally,Review performance data and contact volumes to monitor changes and trends in real timeSupport in-house markets with real-time management and monitoringWork hand-in-hand with onsite and supplier Real Time teams to ensure schedule adherence and minimal unplanned in-office shrinkage.

Plan efficient deployment of Telephony and Back Office colleagues to meet customer demand while delivering excellent customer service, balancing the colleague and the business needsAnalysis of schedule fit and making key decisions regarding resource deployment. Working closely with Operational managers and Heads of Dept. providing solutions and recommendations to achieve the right balance of staff requirements and business needsMaintaining and updating related Telephony and Workforce management toolsIdentifying cost reduction initiatives by maximising resource options and continuous improvementAnalysis of Operation performance against KPI's and SLA's, identifying causes of service failures to support implementation of appropriate remedial actionsProvide impact assessment when things don't go to plan and recommend remedial actionsPro-actively support maximisation of annual leave for colleaguesSupport our colleague promise by effective scheduling and rescheduling where neededWorked on Business Continuity Plans (BCP) for Camelot incase Incidents or emergencies. Keeping this documented. Doing Trial runs eg scenarios - A day if an emergency or an incident occurs.

Key ResponsibilitiesEnter sickness / late / AWOL information into WFM system as and when it happens, to ensure that real-time decisions can be made.Manage Shift Swaps where necessary.Maintain agent skills (audited monthly).Maintain staff lists - Joiners, Movers, LeaversMonitoring contact volumes, AHT and Service Level against plan, and report issues to Operations where appropriate.Managing on-the-day requests for advisor off- phone activities, taking both individual queues and the plan as a whole into account.Making manual adjustments to schedule up to day before go live to optimise projected performance and ensure required coverage.Proactive communication with Team Managers regarding any upcoming issues or changes.Intraday reporting - communicating relevant reporting including commentary to the business.Maintaining a top level view of adherence - communicating with TLs where appropriate on trends in non-adherence.Working with the Team Managers to ensure that overtime slots are filled in line with business requirement.

Portfolio ManagerManaging High End AccountsPremier

My role as a Sales Team Expert was essentially a sales performance support role which involved not only supporting site performance in terms of save rate and closing sales but also coaching on quality which helped agents to be as effective as they can be in doing so and to be helping the business as a whole achieve the goal of offering the best customer service in the country. Key Responsibilities: • 1-2-1 Coaching Support • Quality Calibrations • Ensuring that Campaign Briefs, messages and changes are understood and being implemented • Maintaining excellent and current product knowledge • Prioritising targets in a very target driven and competitive environment.

Key Accountabilities Lead and manage team delivering & exceeding business KPI’s * Inspire the team with energy and motivation to succeed targets * Provide regular coaching on an individual and team basis working towards achieving targets * Coach staff to accomplish objectives and provide consistent feedback * Maximise available resources through robust management of absence ensuring a consistent approach across the business * Instigate and manage disciplinary action when appropriate in line with company policies * Empower staff to take ownership and responsibility, allowing personal growth and development * Identify and escalate improvements for sales techniques and data to achieve maximum performance * Identify training needs of staff not achieving target and take remedial action by structuring individual development plans and solutions - SMART approach * Carry out performance management of staff by conducting regular one to one’s and performance reviews * Take part in the induction of new staff into the business * Ensure that information is communicated effectively and in a timely fashion * Liaise with line managers and key stakeholders regards maximising campaign revenue/ growth * Demonstrate appropriate service/professional behaviours when dealing with staff, colleagues and customers

Supporting the Campaigns Centre Manager (CCM) in the day to day running of the Campaigns Centre, assist Campaign Managers to ensure all campaigns within the Campaigns Centre run to and exceed target on all Key Performance Indicators (KPIs) & run high profile campaigns to ensure they meet and exceed all key campaign metrics

Drove the entire operational delivery of an Outbound Customer Sales projects. Managing Teams of 30 FTE, Monthly Campaign Billing. Managed the projects to client and business KPI's through effective forecasting and resourcing, budgeting and cost control, performance and HR management and planning and implementation of project improvements Client Relationship Management in terms of communication with the client and looking at opportunities for new business. Recruitment and Payroll for the Campaign. Managing 2 Sales Team Managers and 2 Quality Assurance Executives. Overseeing that Coaching is done with the agents and each working file is updated for the agents in terms of performance, Making sure 121's and Back to work interviews are carried out. Making sure regular coaching is done with the agents. Liaising with the Dialler Management Company in customising reports to Campaign Needs. Shift Management, moving resources effectively from one campaign to another. Sales Forecasting and Call Centre Planning. Presenting back in Monthly Company Meetings on Performance and New Projects.

Various of Paper round jobs on my BMX bike, I did the daily paper rounds, the leader newspaper paper round and Yellow Pages directory and leaflet drops from 5am till 7am in the morning7 Days a week at £10 a day