Stephen Rolph Email & Phone Number

Years of relevant customer service experience giving an exceptional understanding of the value of good customer service coupled with the requisite communication skills and business acumen. Working well under pressure with the ability to adapt and prioritise ensure efficiency is incorporated into the work ethic. I have a proven track record of successfully managing customer facing teams.Key Skills:- Customer Focused - Always looking to improve the customer journey- Work well under pressure, problem solver / decision maker- Project management ability to complete on time.- Excellent communicator at all business levels- Lead by example always positive, good motivator- Recruitment and coaching for staff retention- Creative strategic thinker for problem solving and new ways of working- Collaborative – working well with departments and stakeholders Main Duties include:- Responsible for the overall operations of the CS department.- Ensuring processes and procedures are complaint with current regulatory obligations- Efficient customer focused contact management, always striving for first contact resolution- Quality / performance and KPI monitoring to ensure standards are maintained and improved.- Effective contact volume management by staffing appropriately for business requirements- Data driven reporting and analysis for performance and improvement opportunities- Communicating clearly and concisely with all departments and stakeholders to maximize results on shared objectives