Thomas Ballinger Email & Phone Number

Derbyshire, England, United Kingdom

Full time site engineer working for Mlambe across various sites in the Midlands area

Ilkeston, England, United Kingdom

-CAD Knowledge & how to transfer CAD drawings onto Trimble/ Leica Controllers -Trimble / Leica Knowledge controller & base station.- Understanding of Drawings & high/low level details within them.-Trimble GPS Knowledge use for construction as well as surveying - Knowledge of RC works and big concrete pours

Nottinghamshire, England, United Kingdom

My Squad lead role is to lead & empower colleagues to have a 100/0 mindset and own every customer through their journey. Bring the mantras to life & encourage colleagues to think outside of the box around challenges they face. Utilise the support functions to help facilitate training & coaching within the squad & continue to work with other squads to improve customer experience. My squad role was to reduce customer demand from frequent contacting customers. I do the above as well as my achievements below.• Leading and steering 46 colleagues- 3 Managers & 46 colleagues within section.• Implement new ways of working which was centred around people & customer with a performance improved for business & customer- Improvement of colleague happiness within in section.• Supported the squad in a number of initiatives including in PAYG (PAY AS YOU GO) we actively reduced demand by 35% and improved customer improvement by 40 points from year previous.• Reduced demand by 50%, increased self-serve sign up by 10% with these customers as well are recovering c.£2.4 million in debt.• Achieved customer satisfaction score +27 E.ON year to date compared to the previous years – +15 end of year..• Decreased broker (Non-Registered TPIs) activity via email by 75% within business & introduced measures to stop fraudently activity from rogue TPIs- Full understanding of Smart processes within in the industry and achieving targets to hit for ofgem regulations.

Nottingham, England, United Kingdom

The section manager role is to lead & Inspire managers to achieve company KPIs by helping & supporting managers within the section on various activities. To continue to look for rising talent within the section & continually look for ways to improve the business & customer journey. • Successfully lead a team of 50 colleagues comprising of first line managers and front line staff.• Rolled out and helped to imbed new ways of working and 100/0 culture encompassing staff ownership and accountability.• Collaborated with colleagues to make tangible improvements to our customer journey.• Improved complaints compliance improved over my tender to above 93% per month.• Directly impacted wellbeing within the section and had open door sessions for colleagues to speak about their concerns, this in turn reduced our sickness % by 3%.

Nottingham, United Kingdom

Key responsibilities include - - Manage a team of 15 plus 2 lead agents- Use team performance dialogues to consistently drive improvements for our business and Customers- Effective 1-2-1 coaching with team members to ensure high call quality and best possible Customer experience- Support individuals to meet role expectations- Through effective performance management demonstrated an increase of SMART meter transfers (business critical KPI) from 8% to 15%- By understanding that Compliance is critical to protect our business I effectively used performance management to improve from 85% to 95%- Drive problem solving activity at many levels- Effectively manage absence- Incorporate higher responsibilities through Section Manager absence- Using Customer survey responses and Complaints analysis was able to identify waste, remove and redesign Customer centric processes- Excellent understanding of Complaints Handle with Care procedures- Conducting Hearings with excellent understanding of relevant HR policies- Improved team performance from all 'red' against KPI's to consistently 'green' in a 4 week time frame

Nottingham, United Kingdom

Key responsibilities included:- Leading on various business critical projects and initiatives as outlined below- Use of business MI and voice of the Customer insight to establish gaps to customer satisfaction and design solutions and ways to improve including digital, marketing and face to face Customer interaction- Demonstrated a significant uplift in volume of Business Customers signing up to SMART meter installations- Through working with customers and front line staff I drove customer survey response scores (NPS) from +15 to +30 consistently- Helped Business Customers understand the benefits of exchanging to a SMART meter- Led and saw through a project in increase appointment availability to ensure more options to suit the needs and convenience of our Customers - Introduced Integrated Voice Messaging System (IVM) to increase number of leads ensuring e-on meet the government led initiative for all Business Customers to have a SMART meter installed by 2020- Significant uplift of capacity to service volume of Business Customers seeing results from 30 appointment booked a day to 85- Through Continuous Improvement activities on appointment booking capacity from 85 a day to 120- Manage a team of 2 (50+ in line manager absence)- Use team performance dialogues to consistently drive improvements for our business and Customers- Effective 1-2-1 coaching with team members to ensure high quality delivery of projects- Support individuals to meet role expectations- Through effective performance management demonstrated a significant improvement of a vast area of KPI's (as listed above)- Drive problem solving activities with senior stakeholders- Effectively manage absence- Incorporate higher responsibilities the Customer Service Manager absence- Interviewing for higher management roles

Nottingham, United Kingdom

Key responsibilities included - - Delivering excellent Customer Service in a call centre environment- Using coaching opportunities to improve call quality- Lead call coaching with new starters- Developed and managed personal performance- Strong understanding of business systems including ICE and telephony- Contributed to overall team performance through daily performance dialogues- Proactively made suggestions to improve Customer service- Took part in problem solving sessions

Nottingham, United Kingdom

Key responsibilities included - - Managed a team of 44 (including 2 managers)- Effective performance management - setting and delivering against targets- Established theft root causes and delivering against an action plan- Increased attendance by 12%- Achieving 10/10 in excellent customer service across the entire store- Effective crisis management - Proven track record of reacting to problems to achieve desired results- Developing and coaching individuals to drive personal performance whilst achieving all KPI's- Senior stakeholder engagement to meet business targets- Fostered a great 'team' environment- Reviewing managers performance at various intervals to improve performance as well as celebrate successes - Delivered improvements to key business models- Incorporating higher roles and responsibilities through store manager absence- Excellent understanding of store policies

Nottingham, United Kingdom

Key responsibilities included - - Statistical Sales analysis to identify 'best selling' products to ensure correct replenishment- Managed a team of 26 (including 1 supervisor)- Exceeding business Sales targets by reducing waste spend for higher turnover- Creativity product ordering by understanding what matters to our Customers as well as increasing sales- 1 to 1 shopping experiences to retain Customer base- Through process improvement delivered a reduction of stock loss within the meat department- Demonstrated sustainable results through Fresh Food KPI's- Extensive learning of food hygiene with Gold level training from market leading consultants- Trained to work in Bakery and Fresh Food counters- Covered line manager roles and responsibilities through absence- Sickness and attendance management, working with employees to improve attendance- Monthly team reviews to drive and support people performance and improve processes through training and coaching

Nottingham, United Kingdom

Key responsibilities included - - Delivering excellent Customer Service through my team to achieve KPI's- Developed and delivered new ways to exceed a Customer's experience for the entire store- Handling cash and financial systems to achieve business critical 'loss' targets- Improved security to reduce stock loss through establishing root causes- Full responsibility for keys and lock down through the Christmas period- Managed a team 19 (including 1 supervisor) to deliver service across the entire store- Demonstrated the capability to solve problems- Achieved Right of Work in the UK and Compliance Standards within Tesco- Excellent record of retaining the Customer base through handling Customer Complaints- Identifying risk and theft - Lead performance conversations with employees at all levels with clear and consistent messages- Key driving force of Customer satisfaction within the store whilst liaising with all managers to deliver excellent service

Nottingham, United Kingdom

Key responsibilities included - - Effectively resolving complaints to ensure Customers receive a better shopping experience- Scheduling rota's for 100+ employees- Responsibility of 13 employees to successfully drive excellent service through Customer feedback and business KPI's- Strong understanding of payroll and relevant processes- Health & Safety Rep- Carried out higher responsibilities through line manager absence

Lcs Qualification, Operational Excellence, Lcs Level 1A Certification

The LCS is an industry recognised qualification framework for developing Lean thinking, knowledge and practical skills in the workplace

Bachelor'S Degree, History, 2:1

Bachelor'S Degree, Geography, 2:1