Simon S. Email & Phone Number

Brighton, England, United Kingdom

Brighton, United Kingdom

Brighton, United Kingdom

• Developed an understanding of the digital agency model, the teams, and the people and skills within each team.
• Developed knowledge of each client, and the nature and requirements of each project, so as to effectively resource staff and ensure progress was on target.
• Attended New Business meetings and assessed resourcing requests with project managers to prioritise and schedule weekly resources, ensuring working capacity was optimised to maximise revenue.
• Collated project estimates to evaluate resource capacity 3 months ahead.
• Managed the freelance budget, created contracts and purchase orders, selected and booked freelancers when workload required additional resources.
• Used Synergist (project management software) to plan and track projects and resources.

Lewes, UK

• Responsibility for around 70 Communications Department staff ensuring resources were allocated to cover a number of work streams including calls, e-mails, and social media. Proactively managed resources to meet demand.
• First Line Management responsibility for 17 staff across a range of departmental roles.
• Planned ahead and arranged duty changes or overtime to ensure adequate 24/7 cover.
• Utilised Avaya Contact Centre 6 to collate hourly data and daily productivity reports in Excel for higher management and business analysts.
• Managed re-routing of calls and relocation of staff in the event of fire or technology failure.
• I also undertook all responsibilities previously covered by Deputy Supervisor role (Promoted following departmental restructuring and removal of Deputy Supervisor role).

Lewes, UK

• First line manager for 12 Non-Emergency Contact Handlers.
• First point of contact for staff queries on Criminal and Civil matters, procedural and system queries.
• Carried out regular checks on calls and crime reports to ensure quality of Customer Service, as well as compliance with National and Sussex Police Policies.
• Provided timely feedback, identified training needs and arranged training or attachments.
• Addressed performance, quality, and disciplinary issues through Development Plans.
• Monitored and addressed staff sickness utilising the Force Attendance Policy.

Lewes, UK

• Handled calls and e-mails in a timely, polite, and professional manner.
• Referred to and updated call logs and crime reports in accordance with Force Policy and National Policing standards.
• Investigated crimes by thoroughly questioning callers and generating crime reports.
• Ensured that incident reports were clear, concise, accurate, and graded in line with Force Policy.
• Liaised with internal departments and external agencies as required.
• Mentored new staff to achieve the required level of competence following initial training.

Brighton, United Kingdom

• Utilised knowledge of a range of card products, computer records, reference manuals to answer a range of customer account queries.
• Handled escalated calls from card members who wanted to speak with management.

Brighton, United Kingdom

• Worked on a project ensuring system compliance across countries adopting the Euro.
• Investigated systems, reported recommendations for changes, and ensured deadlines were met.
• Liaised with colleagues worldwide, to ensure correct translation of literature and system changes which affected external and internal customers in foreign markets.
• Attended regular meetings and conference calls to collate progress of project workgroups.

Brighton, United Kingdom

• Analysed charges referred to AMEX at point of sale, and assessed the risk to decide whether charges should be authorised or declined (personally responsible for up to £30,000 per transaction).
• Ensured a fair decision was reached, and provided quality customer service, whilst maintaining the targets set to meet the business requirements.
• During my time in this position, I created a new shift rota for the department, covering the hours of 7am – 1am over an 18 week period. The benefits were recognised, and my proposal subsequently implemented.

Brighton, United Kingdom

• Handled incoming calls and letters, answered queries on policies, and promoted other products.
• Processed claim forms for the surrender of tax-free savings bonds.
• Provided weekly and monthly investment reports to the Sales Director.
• On the job training of new staff on in-house system, Windows, and Word.

Brighton, United Kingdom

• Answered queries and made bookings for Eurostar trains.

Brighton, United Kingdom

• Handled queries from existing and potential members, hospitals, specialists, and internal departments by telephone, letter, and face to face contact.
• Used policy information and reference material to provide confirmation of benefit and determine whether claims were payable.
• During my time in this position, an ACD system was introduced to track and allocate calls. After familiarising myself with the system, I wrote guidance notes for report generation, which was circulated to all Customer.

Brighton, United Kingdom

• Prepared and entered claim forms and accounts onto the computer system.
• Collated data from department and produced staff productivity reports.
• During my time in this position, I submitted a proposal for improvements to the claims handling procedure. The benefits of this were recognised, and these changes were implemented nationally, resulting in a more.

Brighton, United Kingdom

• Prepared for underwriting and data entry of proposal forms. Gave quotes over the telephone and counter to customers and brokers.