Delivering guidance, coaching, development and support to teams in the Customer Experience Centre.- Winner of ‘Team Impact’ category in quarterly business-wide awards (Q2 ‘23)- Onboarded, trained and coached 35 temps over the peak August and January periods resulting in 6 staying on as permanent staff- Delivering quality coaching and support to post probation team members resulting in lowered average handling times and higher call quality scores- Implementing training, managing schedules as well as monitoring and overseeing day-to-day CXC requirements ensuring the delivery of first class customer support- Handling complex complaints and escalated calls as well as supporting the wider business

Working in the award winning Customer Experience Centre delivering expert advice with emotional intelligence via telephone, social media and email to applicants for higher education in the UK.- Top call taker for June 2021 deadline day- Consistently achieved the highest amount of social media contacts per hour month-on-month- Attained the highest quality score for phone calls and social media replies in my team for the first quarter of 2022- Implemented training for new staff and led team meetings