• Working in the supply chain industry around the Entertainment sector. • Supervising and performing all tasks and responsibilities of the B2B and B2C Services Team.• Ensure that all members of the team are working to achieve their maximum potential and provide support as and when needed• Oversee the workload of the team and ensure Business and HR policies are adhered to.• Take accountability to ensure that contacts are processed in line with agreed SLA’s• Ensure that query handling is managed correctly between all internal and external customers and ensure they meet specific guidelines• Super User of all internal, client and customer systems• Responsible for the creation, development and production of regular reports (via Excel and other systems) by manipulating data held within various systems.• Use reports generated to assist the Business Account Manager (BAM) to identify areas for improvement and discern a route of action, improve processes and minimize issues in a proactive manner• Attend relevant meetings on behalf of the customer service team• First point of contact for all escalations• Collate the weekly KPI report and send to all relevant departments

• Supervise agents and QM all calls and emails to ensure the standards of the company are met• Liaised with clients through both phone, Skype and email handling a wide range of enquires or requests• Take part in the MBR meetings and also help prepare presentations to update client on progress• Ensure all admin is complete and up to date including agent monthly/weekly and daily reviews along with all disciplinary and KPI reports• First point of call for all escalations• Managed team meetings and reported to management• Organized weekly/monthly KPI reports, presented them and ensured targets are met.• Ensured the smooth running of the contact centre on a day to day basis across all areas• Work with B2B and B2C on a daily basis• Look at ways to improve the business structure and make any relevant changes within company guidelines• Ensure business policies and procedures are always met

• Managed large and small scale B2B and B2C car dealer accounts across the uk• Delivered exceptional service to clients and stakeholders• Provided full support in all areas including billing, activations and general quires• Liaised with clients through email and phone resolving any issues they may of had• Negotiated new contracts and also renewed contracts with existing clients• Assessed all applications for an eBay motors pro account to ensure clients adhere to company regulations• Up sold secondary services and kept client informed of any new products or services.• Worked on a range of systems both internal and client based. la

• Manage the day to day running of the ice rink.• Made sure all staff are in there correct areas and oversee that their duties and targets are being met and provide any support needed• Work on a busy telephone system and handle all basic administration duties including complaints, general enquires and bookings.• Signed out all till floats and cashed them up at the end of the day.• Alternate shifts between members of staff and set them out on a weekly rota• Complete all stock take and make any relevant orders for all areas of the company• Work towards targets which are always met.• Ensure all the vending machines are fully stocked• Drive the Zambonie (ice truck) to resurface the ice• Ensure the ice is maintained at all times.• Organized all events for the company• Allocated safe guard officer