Stephen Foreman Email & Phone Number

Glasgow, United Kingdom

● Maintaining high standards of Customer Service by maximising the experience to all customers enforcing brand recognition and first contact resolution● Developing professional administrators with all levels of communication and structure maintaining high standards of compliance in both verbal and written correspondence● Analysing daily productivity and adherence● Performance management● Behaviour management● Managing service levels for maximum customer experience● Communicating all news and up to date products and changes at all levels● Coaching and motivating team members using varied coaching structures and skills● Ensuring staff rota's are adhered to for service levels● Actively promoting new ideas for the better within the department● Mentoring and developing advisers/peers ● Call/Email/Webchat and complaint handling skills● Maximising customer satisfaction and NPS scores to reflect service and brand reputation● Promoting first contact resolution● Maintaining consistent levels of KPIs● Call/Email/Webchat Quality checks ensuring minimum knowledge gaps with maximum impact to service delivered● Delivering 1:1 engagement sessions with all administration staff

Glasgow, United Kingdom

Inspiring leadership style to deliver consistent KPI targets and customer engagement to promote the brand. Lead by example and always available to go the extra mile.Manage key stakeholders in the business through effective planning, organisation and communication. Well versed in Team management and people skills. This also includes performance and quality management.Effectively coach and support a team to achieve individual and company wide objectives. Using all feedback and customer insight to reflect, promote and manage all levels of customer experience improvements.• Outbound Campaign• Inbound Campaign• Online/Digital Campaign

Glasgow, United Kingdom

Retail sales and management. Customer facing role dealing with the general public ensuring maximum customer service and experience. Weekly/monthly targets to achieve including other measurable KPIs. Staff weekly 1:1s to ensure personal and company objectives were being achieved and any support from coaching given. Daily team briefs for stock and price updates along with performance reviews. Point of sale and store merchandising completed daily/weekly. Weekly and monthly stock audits to ensure stock loss is minimum and margin is sustained. Reporting daily/weekly/monthly to stakeholders with performance analysis.