Leading a team of technical agents tasked with MPF Voice and MPF and NGA Data repair.

• Leading a team of 20 customer facing escalation managers• Delivered on site training to outsource partner in India• Designed and implemented a revised quality scorecard across department• Reduced team absence from 8% to <1%• Achieved employee engagement score of 98%• Active HR Ops management including disciplinary, appeal and grievance process• Campaign Performance Management of 300+ agents across multiple geographies

faults departent TALKTALK GROUP www.talktalk.co.ukCoaching and developing a team of Technical advisors diagnosing voice and data faults.Performance and absence management, conducting investigations and taking the appropriate action in line with company procedureMonthly 121 sessions

Coached and developed a team of retention agents, creating a fun but focused environment where all targets were not just met but consistently exceededCreating and delivering multiple team incentives to drive performance through team engagementMonthly 121 sessionsMentor for new managers; customer retentions carphone warehouse (TalkTalk)Handling inbound cancellation and disconnection calls and consistently exceeding targets.Applied and successfully obtained a place on the company management training programme “Next Steps”

Responsible for the day to today running of the business, looking after 20 staff across multiple sites locally and nationally, Client ManagementWorkflow Management.Supplier Negotiations Recruitment of staff and conducting regular appraisals.Handling Inbound Sales inquiries

Responsible for the day to day running of the print floor, to include the reprographics, manufacturing and printing departments.