Tracy Barrett Email and Phone Number

Duties include:• Handling Team leader escalations calls & e-mails• Assisting Advisors with queries and calls• Updating spread sheets for major customers• Providing daily reports of consignments sent, failed, or out for delivery• Assisting advisors to reach and maintain KPI, stats whilst I maintain my own• I liaise with clients on a daily basic to ensure that they meet their delivery targetsA major part of my role involves problem solving for customer and… Show more Duties include:• Handling Team leader escalations calls & e-mails• Assisting Advisors with queries and calls• Updating spread sheets for major customers• Providing daily reports of consignments sent, failed, or out for delivery• Assisting advisors to reach and maintain KPI, stats whilst I maintain my own• I liaise with clients on a daily basic to ensure that they meet their delivery targetsA major part of my role involves problem solving for customer and advisors. This does involve working under pressure regularly whilst maintaining an excellent rapport with the customer. My other duties involve conducting 1-2-1 reviews with my advisors, leading disciplinary meetings and liaising with a variety of departments to ensure the best possible out come.I also regularly cover in the absence of the customer care manager and take on his role and responsibilities. Show less

DHL/Yodel/CapitaTeam Manager March 2004 – October 201202 Team ManagerDuties include:• Dedicated point of contact for the Account Manager for 02• Ensured the team are delivering exceptional customer services and clients needs are handled effectively and efficiently.• Clear communication of centre performance on a regular basis and setting individual targets and team objectives• Working to departmental/company targets and objectives• Coaching and… Show more DHL/Yodel/CapitaTeam Manager March 2004 – October 201202 Team ManagerDuties include:• Dedicated point of contact for the Account Manager for 02• Ensured the team are delivering exceptional customer services and clients needs are handled effectively and efficiently.• Clear communication of centre performance on a regular basis and setting individual targets and team objectives• Working to departmental/company targets and objectives• Coaching and performance management• Motivating team/individual performance.• Performance reviews - monthly and annually• Attendance and Performance management• Call monitoring• Complaint referrals from Customer Relations• Conducting disciplinary hearings in accordance to company procedure whilst liaising with Human Resource to ensure hearings are handled fairly• Overseeing specific products• Administrative duties• Reporting directly to the Customer Services Departmental Manager• Proactively contacting customer to resolve potential issues• Responsible for recruiting telephonic staff• Retain and develop existing client relationshipsClaims & Complaint Team Manager (also the above duties)• Dealing with executive complaints that have been forward via various media groups• Damage to property caused by drivers• Customer and client complaints• Process and verify completed claims for a number of clients• Dedicated point of contact for both accounts and sales teams• Liaise with fraud and security departments • Conduct meetings to brief the team on the daily work loads, prioritizing and delegating to the team in order to meet deadlines and customers needs. Show less