Responsibilities: • Dealt with all customer inquiries via phone and email in a professional and timely manner to ensure that as a team we adhered to the set SLA’s. Ensured that all active complaints were handled in accordance with the Financial Conduct Authority guidelines. • I adapted to new processes and systems in an extremely fast timeframe and prepared for the March peak within the Automotive Industry.

Responsibilities: • As a Team Leader on a contract with Telefonica, I supported customers with general and technical enquires (over the phone) regarding their O2 Home system. This was a new product and still within the testing phases, hence the role required constant learning and adapting to new processes. • Additionally, I supported my manager who was the Account Delivery Manager for the O2 Home Campaign to manage the team of 2 technical customer representatives and 12 customer care representatives as well as carrying out training and coaching sessions• Liaising closely with the client to ensure the campaign was running successfully and the team was meeting set KPI’s and targets. • Working closely with the Telefonica team and building relationships with Senior Directors/ManagersKey Achievements:• The Employee of the Year Award Winner (December 2016)• Ensuring customer calls are answered within 20 seconds• Significant improvement in call-handling quality as a result of one-to-one coaching/constructive feedback sessions with the team.