I am responsible for a multi-skilled group of lead generation consultants for JLL, screening enquiries for both Residential and Commercial business. Whether you are in search for your perfect home or the best location for your office/retail/industrial business in the UK, my team will gladly sort that for you!

Plan and execute a brand-new campaign for Sitel, batch 1 Manager along with 25 advisors. Oversee individual agent and team performance to meet customer requirements. Allocate daily tasks appropriately to the competent team. Deal with Manager escalations, issues vouchers, and process refunds for customers. Focus on achieving personal and team goal by motivating and coaching staff. ● Collaborated with Parts, Warranty, and Technical departments to address and resolve customer queries in a timely manner.● Played vital role creating and executing efficient processes to enhance performance for Vauxhall Customer service team.● Co-ordinated with Vauxhall dealerships and third-party companies, including RAC and Europcar.● Improved team performance through implementation of action plans.

Managed ticket sales of 20KGBP; streamlined daily operations as per plan via remote management such as aspirants screening, photoshoots, rehearsals, sponsors sourcing, press conference. Involved in audience seat planning, VIP seating arrangements, venue and logistics as well as management of programme flow, content, security, crowd, prizes, and personnel. Ensured implementation of event plans and processes within strict deadlines.● Obtained revenues of 100K GBP and an estimated crowd of 2K through effective management of Queen Philippines Pageant functions.● Optimised production cost of 80KGBP budget allocation without jeopardising production value of event.

Represented the Designer at functions; organized events for the couture house. Fostered and fortified enduring business relations with potential clients, including socialites, local and national politicians, business leaders, and national celebrities. Formulated comprehensive reports for client presentation and bids. Delivered administrative support in production, marketing, and sales in line with business needs. Communicated and enforced disciplinary actions throughout the organisation. Computed payroll hours and assisted weekly distribution of wages. Participated actively in sorting itineraries, travel plans, and email correspondence. ● Supervised a production team of 30 people to drive working efficiencies.● Enabled successful transformation of timekeeping of staff from manual to automated process.

Delegated to lead On-boarding team comprised of frontline agents. Recruited and hired competent front-line agents for campaign; carried out final operations validation to ensure effectiveness of selecting right candidates. Guaranteed adequate provision of exceptional customer service aligned with client expectations. Tasked for recruitment process, motivational leadership, career development, and performance management. Trained and administered a group of team supervisors and agents to employ performance management plans and enhance employee retention. Co-operated with the support, quality assurance, and training teams for agents’ professional grooming. Developed hands-on experience in screening, interviewing, and hiring applicants.● Interacted with clients for conducting daily briefings, monthly / quarterly business reviews, focus group discussions, conference calls, and quality assurance calibrations.● Expedited learning curve of new hire agents while determining Key Performance Indicators (KPIs).● Grew Orbitz Distribution team from 8 to 180 front-line agents with seven supervisors.

Created a high-performing pilot team to serve clients. Educated agents regularly on performance evaluations. Instigated operations smoothly while adhering to service levels based on client contract agreements. Acted as a main point of contact between management and agents. Identified and promptly resolved performance issues.● Met and exceeded performance targets in sustainability of implementation accounts.● Signed high-worth contracts with two US companies while acting as a Team Lead for two implementation accounts at Aegis Philippines.