Stephen Henderson Email & Phone Number

Duties include the development of workback schedules and/or critical paths for all event and tracking using existing enterprise software and communication tools, working with members of the Actual Media team to coordinate scheduled materials and tasks to ensure that key event deadlines and business objectives are met, working with digital teams and other stakeholders to ensure that event registration systems operate smoothly and social media/email campaigns are being delivered, as well implementing virtual event platforms as needed.

Cape Town, Western Cape, South Africa

Recruited specifically to set up and run a centralized Mission Control team, covering all Teleperformance UK and SA accounts (40 accounts).Duties include pro-active leadership and management of team to maximize efficiency and productivity, up-skilling to deal with gaps, intraday activities including KPI management, call queue management, & aux usage, work in line with BEST WFM processes, prepare intra-day and end-of-day client and internal reporting, provide post mortem analysis of adherence and data, make necessary adjustments in scheduling software to appropriately track agent productivity, CMS administration, skill matrix management, client feedback and presentation to demonstrate shortfalls in processes, resulting in reduced revenue, as well as proposal of remedies to overcome inefficiencies.Notable performance indicators achieved whilst in role are that we became BEST certified within 6 months of operating (a feat unknown with Teleperformance estate as no department able to gain certification), increased KSAT from 7 to 9 within 3 months (nervousness to move MC to SA as were not sure how clients would respond), and the department was acknowledged as finalist in 2017 CCMG industry awards.In addition to the above, I was also responsible for writing governance documents for specific clients to iterate relationship between parties, created processes for clients including fault management and escalation, acted as client conduit between multiple sites covering same clients to behave as single point of contact, worked largely on succession planning and created academy for team, giving skills to prospective applicants, created and refined reporting mechanisms to match client requirement, worked closely as part of BCP group within site, and was accredited with Yellow Belt for Six Sigma.

Cape Town, Western Cape, South Africa

Employed to support with increased workloads due to SARS submissions.Duties included document collation, data entry on Quick Books, SARS submissions.Excelled in basic book keeping and began writing full accounts, holding meetings with clients to gather paperwork, discuss needs, set expectations, etc. I successfully took companies through full audits with KPMG after re-writing entire accounts, as well as designed and implemented new filing structure. I also supported owner with people management aspects of job such as absence and performance management.

Cape Town, Western Cape, South Africa

Relocated to South Africa and was responsible for Vodafone operation within South Africa, directly managing the operations team.Duties included ensuring KPI delivery for client and well as TOPS embedding for Teleperformance, daily, weekly, and monthly calls set up with client to discuss performance, planned and forecasted performance milestones, reviewed current processes and performance through one-to-one meetings with operation team and TL community, designed incentives and initiatives to drive performance.Took a team of TL's and became responsible for KPI delivery, HR management, and performance management of 11 TL’s, using time weekly to train and coach team on multiple topics including appraisal process, performance management, root cause analysis, TOPS methodologies, GROW plans, etc.I had responsibility of training new operations managers as they entered the business as well as designing all documentation for managing performance, desk drops, important messages, etc. These were used by other operations managers to generate consistency within the department.

Newcastle Upon Tyne, England, United Kingdom

Entered at Team Leader level, dealing with iOS products (iPhone, iPad, iPod) as a Tier 1 Team Leader.Extensive TOPS knowledge required and made sure I adhered to 80/20 rule at all times.Responsible for meeting all KPI’s for team, including AHT, CSAT, QA, etc. using my extensive knowledge of coaching tools and root cause analysis required as each KPI requires different skill-set to achieve. I needed to ensure monthly, quarterly, and annual appraisals completed for each advisor as well as follow HR management (RTW’s, lates, holiday approval, timesheets, etc.).I was quickly recognized as the top performing Team Leader for both site and global.

Newcastle Upon Tyne, England, United Kingdom

In this role, I used aspects of back office queues (post and email), as well as utilizing spare parts ordering system to send to customers directly. I managed distribution of good will gestures (shopping vouchers).Received Aspire to Lead training which was Teleperformance initiative to give management skills to next generation of management. This covered topics such as Root Cause Analysis, TOP’s, Performance Management, Financial Management (GM), etc.After 6 months in role became responsible for queue management for all 3 sites, where I managed all queues, offering insight and analysis into what was driving workload as well as resourcing requirements to meet deadlines. Case-by-case analysis completed for day 1 cases to ensure knowledge/process gaps were met and addressed. Daily reporting and conference calls to discuss findings and make recommendations.Promoted to Quality Executive due to work in analytics. In this role I rewrote customer experience form for Samsung (still used today) due to extensive knowledge of both process and policy. I ran the department, ensuring that QA monitors were completed within timescale and feedback was provided. Using this feedback, I was responsible for sharing findings internally with the training and management team after identifying insight for training/coaching gaps. I also collated quality reports to share with both my line manager and client weekly.

Newcastle Upon Tyne, England, United Kingdom

Based on previous experience working on behalf of Sage account, I was offered role working for company directly, after being recommended by one of the trainers.Supported the Sage accounts software department.Duties including installation, fault diagnosis, misuse, full understanding of accountancy concepts (profit and loss, double-entry bookkeeping, etc.), managing financial year end customers.

Newcastle Upon Tyne, England, United Kingdom

Sky broadband campaign, employed originally as technical support advisor, where I handled calls to troubleshoot internet connectivity issues.After one month, promoted to supervisor to support calling floor and answer advisor questions to drive FCR and customer experience.Duties also included coaching and call analysis to identify process and knowledge gaps, where soft skills coaching also required and delivered.Promoted to team leader after six months with business, where I managed a team with 27 FTE (largest on site). I was responsible for day-to-day managing of team including meeting KPI’s, timesheets, RTW’s, appraisals, coaching, etc.Company given new business (phone lines). Unknown entity so was asked to familiarize myself with systems required and calls taken before being asked to design and roll-out training material for new department.Proven track record of being top performing TL on campaign with all metrics in line with client requirement.

Fixed term employment working on Sage account, supporting payroll year end.Duties included handling calls to support customers with providing all information to HMRC, using aspects of both customer service and technical.During this short role, I was awarded with employee of the week awards several times over and contract was extended due to outstanding performance whilst in the role.

Killingworth, England, United Kingdom

Fixed term employment offered to assist with processing insurance claims after MFI (electronic goods company) went into administration. We represented a company called AIG and handled calls from both customers and repair centers, logging claims and arranging repairs/inspections of appliances.I was asked to compile reports and cross-reference then against customer records and also implemented a new filing system to facilitate this. I then went on to develop electronic versions of all information to make filing easier, moving to a paperless environment.I was offered a full-time position with this company however it was not financially viable for me.

Gateshead, England, United Kingdom

Whilst working for a mobile phone retailer, I served the managing director of this company and was offered the role.This was sales focused however also included elements of technical support, selling computer software to support literacy skills. Our target market was schools, prisons, and army facilities and leads were generated through word-of-mouth as well as mailers, cold-calling, referrals, etc. Site visits to demo and finalize sales were required.Sales and leads were managed through Sage CRM software.

Newcastle Upon Tyne, England, United Kingdom

Originally employed on a part-time contract, being offered the role from my manager in my last role, I was moved to full time after only 2 months, and within 5 months later was promoted to sales specialist, and 3 months later sales supervisor.Duties included sales, creating new connections, upgrades, add-ons, and pay-as-you-go. Assisted with account and technical issues in-store. As a key-holder I was responsible to stock-taking, cashing-up, etc. During my time in this employment, I was awarded salesman of the month several times at a country level, boasting an add-on percentage of over 100% each month. Due to this, I was deployed into other stores within the region to help drive sales.

Newcastle Upon Tyne, England, United Kingdom

Originally employed part-time but moved to full-time within 1 month, I was employed to sell specialised sporting goods (climbing boots and equipment, jackets, snow boards, bindings, etc.).Duties included general house-keeping, stock counts, floating and cashing up tills, etc., key-holder (opening and closing of business), managing and training new staff. I was given overall control of the day-to-day running of the business as supervisor.During my time here, I participated in a NVQ level 2 in Customer Service and although I initially paid for this myself, the company decided to assist as they were impressed with my initiative to support business growth.

National Certificate, Business, Management, And It, Merit

Gcse