Thomas Brown Email & Phone Number

Manchester, United Kingdom

Responsible for ensuring projects finish on time and in budget, managing staff in the FWC and acting as a referral for pop-up supervisors.

Manchester

Training LeadResponsible for all new starter and on-going staff development in the B2B International Fieldwork Centre.

Telephone Interviewer* Outbound calls for B2B and B2C asking to complete market research interviews to gain understanding for various clients like Eon and the consumer council for water,* skilled at securing interviews with senior business leaders and hard to reach groups

Responsible for ensuring projects finish on time, in budget and managing interviewers in the FWC.

* Inbound and outbound calls providing information and advice on a range of financial products and services offered by Co-operative Financial Services in order to meet the needs of customers. Sales and Retention of customers by up-selling through servicing accounts, managing customer’s expectations and complaints whilst maintaining personal KPIs* Chosen to act into a muster support role whereby I am responsible for authorising outgoing payments above £20k, acting as a referral point for colleagues who need assistance servicing calls, booking holidays for colleagues, scribing and distributing agenda’s and minutes for team manager meetings, booking rooms and other administrative tasks* Piloting an Internship on the Customer insight team – Selected by CSM for outstanding customer satisfaction scores. Presenting outcome of pilot to head of banking services as a presentation with power-point slide show* Ad-hoc work stepping up to role of Team Manager and Mentor, including 2 year secondment to the mentoring team* Identifying potential fixes within new systems, liaising with insight team and developers to adapt program errors/opportunities with limited supervision* Led the design and delivery of an authentication training session resulting in the reduction of authentication breaches by 50%.* Lead coach on 22 groups since January 2010, resulting in 98% of advisers leaving in the Training Academy at a minimum of achieving KPIs. Planned all activities for these intakes to ensure all mandatory training and compliance up skilling was conducted* Delivery of HR policies, procedures and banking systems throughout delegate’s time in academy. Delivering 152 training sessions, briefs and focus sessions since January 2012.Highlights* Customer Service Advisor of the year 2010 & 2008* Piloting the CSAT internship due to exceptional customer engagement scores* CSAT Superstar Feb 2010* Completed an NVQ L2 in Customer Service June 2009