Thomas Plaskitt Email & Phone Number

Kearsley, Gb

Blackburn, England, United Kingdom

Manchester, England, United Kingdom

My time at Party Delights involved managing a team of 7 customer service agents working in a fast paced ecommerce business for a large multinational retail group. I manage all day to day operations for the UKand Irish e-commerce sites and oversee all customer service operation tasks including sales flowmanagement, refunds, returns, working with the team ensuring that contact centre SLA’s are met,conducting regular 1-2-1s with team members and dealing with any escalated customer… Show more My time at Party Delights involved managing a team of 7 customer service agents working in a fast paced ecommerce business for a large multinational retail group. I manage all day to day operations for the UKand Irish e-commerce sites and oversee all customer service operation tasks including sales flowmanagement, refunds, returns, working with the team ensuring that contact centre SLA’s are met,conducting regular 1-2-1s with team members and dealing with any escalated customer complaints. As a company we have been through several large changes the past year, including a new e-commerceplatform and a change of warehouse location. I have been a driving force for change within the operations team by implementing a new returns system for customers, delivering in-house training for the new Magento system to inform staff, creating SOPs for a new warehouse operation and helped increase our TrustPilot score from 1.6 to 4.2.We have a great working environment and I have regular meetings with other areas of the business toidentify opportunities for improvement, using call and email data vs sales data, to help make decisionseffective decisions for growth. Show less

Barton Upon Humber, England, United Kingdom

• Manage my own team of 15 + advisors in a busy call centre (approximately 1500 contacts a week)completing monthly reviews and coaching plans within deadlines to help drive performance• Helped set up a new warranty team and implement new methods of working and monitoringperformance• Compiling reports of KPI's for all members of the team and use this information to help mentor andcoach them to hit targets• Ensuring all holiday and absence requests are completed within a… Show more • Manage my own team of 15 + advisors in a busy call centre (approximately 1500 contacts a week)completing monthly reviews and coaching plans within deadlines to help drive performance• Helped set up a new warranty team and implement new methods of working and monitoringperformance• Compiling reports of KPI's for all members of the team and use this information to help mentor andcoach them to hit targets• Ensuring all holiday and absence requests are completed within a timely manner and ensuring companypolicies are adhered to in terms of RTW. Carry out development and disciplinaries when required• Managed my own caseload of escalation customers and provided high levels of customer care incomplex cases with various factors. This included Managing Director level complaints• Coach and support the customer care advisors via over-the-phone coaching and one-to-one sessions tohelp them improve the customer service they give. Prepare materials and reports to reinforce learning• Monitor call boards to ensure that our SLAs were met and actively engage the workforce to ensureSLAs are met. Show less

Salford, England, United Kingdom

• Targeted on recruiting Y11 school leavers of students for a 4 week residential programme. Consistentlyover-achieved on targets which includes creating a new best for the organisation and built strongrelationships with key stakeholders such as schools, colleges and external organisations.• Appointed as Phase Lead where I was responsible for the overall safety and well-being of all studentswhilst on residential programmes as well as ensuring the programme ran smoothly•… Show more • Targeted on recruiting Y11 school leavers of students for a 4 week residential programme. Consistentlyover-achieved on targets which includes creating a new best for the organisation and built strongrelationships with key stakeholders such as schools, colleges and external organisations.• Appointed as Phase Lead where I was responsible for the overall safety and well-being of all studentswhilst on residential programmes as well as ensuring the programme ran smoothly• Managed 30+ members of sessional staff to ensure programme outcomes were met and safeguardingpolicies were being followed and conducted staff reviews in accordance to set criteria• Completed all administrative aspects of sign up paperwork including inputting data & running reportsand monitoring these on an individual and team basis and working re-actively to improve targets Show less

A Level, Photography, C

A Level, Communication And Culture, D

12 Gcse'S At A-C