• Responsible for managing Directors Office, high level complaints and escalations including SLA performance, customer satisfaction and quality.• Responsible for a team of up to 16 Customer Relations Consultants including daily performance, absence, quality and HR matters. • Daily duties include team performance and delivery.• Motivated team members to improve productivity and provided development through individual and group coaching.• Communicated the importance of business… Show more • Responsible for managing Directors Office, high level complaints and escalations including SLA performance, customer satisfaction and quality.• Responsible for a team of up to 16 Customer Relations Consultants including daily performance, absence, quality and HR matters. • Daily duties include team performance and delivery.• Motivated team members to improve productivity and provided development through individual and group coaching.• Communicated the importance of business Operating Standards and maintaining professionalism in the Contact Centre environment. • Responsible for driving improvements to customer experience and quality.• Worked closely with management teams overseas in resorts to improve customer experience by sharing best practice and knowledge.• Continuous problem solving of current processes with peers and identifying and implementing solutions applying Lean principles to improve operational efficiencies including productivity. Show less

• Successfully working as a developing manager across various business areas to deliver customer service objectives set by the business. • Assisted Team Managers with daily duties including team performance stats delivery.• In additional to main role, I have undertaken and been responsible for project delivery during a time of business transformation.• Successfully worked towards the migration of work overseas on time, achieving an improved customer experience and cost savings for… Show more • Successfully working as a developing manager across various business areas to deliver customer service objectives set by the business. • Assisted Team Managers with daily duties including team performance stats delivery.• In additional to main role, I have undertaken and been responsible for project delivery during a time of business transformation.• Successfully worked towards the migration of work overseas on time, achieving an improved customer experience and cost savings for the business.• Responsible for driving the change and importance of customer service, brand presence and stakeholder management.• Confident in developing innovative ideas whilst working with business change agents and learning and development teams to ensure a consistent and synergized approach to customer service delivery.• Successfully completed ‘Train the Trainer’ course to deliver training across UK Contact Centres. • Successful delivery of training sessions to fulfil business needs and relieve any developmental needs of team members.• Assisted business change agents with writing training to be delivered in transformation period.• Reviewed the training needs and materials during further development of the Customer Relations department and successfully delivered training to over 70 delegates including Team Managers. Show less

• Started with the company in a customer service role assisting customers with holiday enquiries and booking administration prior to travel. • Social Media experience gained by communicating with existing and potential customers through various social media channels. • Joined the Customer Relations Department and gained experience handling post travel holiday complaints resolving these to customers’ satisfaction whilst balancing the needs and requirements of the business. • Exceeded… Show more • Started with the company in a customer service role assisting customers with holiday enquiries and booking administration prior to travel. • Social Media experience gained by communicating with existing and potential customers through various social media channels. • Joined the Customer Relations Department and gained experience handling post travel holiday complaints resolving these to customers’ satisfaction whilst balancing the needs and requirements of the business. • Exceeded KPIs set and adhered to behavioural/operational standards. • Professional telephone and email communication with customers and colleagues worldwide. • Problem solving skills developed whilst contributing to the continuous improvement of the department and the contact centre. • Responsible for processing high value transactions and ensuring 100% accuracy on work carried out by others. Show less