Vicky Redman Email & Phone Number

Staines-upon-Thames, England, United Kingdom

Windsor, England, United Kingdom

• Manage high profile complaints for the Chairman, Chief Executive and Managing Director of British Gas and its parent company, Centrica.
• Cultivate excellent working relationships with internal and external stakeholders, including Members of Parliament and Media outlets, to address and resolve customer complaints.
• Provide detailed analysis to leadership team on investigations and provide insight on how processes can be improved.
• Execute all daily tasks in a timely manner and assist other team members where needed.

Staines

• Identified opportunities for increased efficiencies in processes through regular employee and customer reviews.
• Designed, and kept up to date the employee manual, which included training and development. This was then adapted and used by clients through their own websites.
• Built positive, professional client relationships through exemplary communication skills growing repeat business and recommendations.
• Maintained excellent standards of service through impeccable attention to detail.
• Trained all staff, and kept up to date, the operating procedures and policies.
• Worked with outsourced IT department to resolve any IT problems within the system.

Staines

• Served as customer service team lead, enforcing adherence to company policies, answering co-workers' questions, training new personnel and dealing with any customer escalations.
• Interviewed for new team members and worked with the Operations Director to perform performance reviews.
• Identified individual development needs for which training sessions were arranged.
• Developed open and professional relationships with team members, enabling better, more effective customer resolutions.
• Integrated process improvements continuously to increase overall workflow.

Staines

• Worked within a team of 8 providing customer service for all our clients through inbound and outbound calls.
• Along with calls, we worked together to answer all customer queries raised by email.
• Made, amended, cancelled customer bookings using our system.
• Addressed customer enquiries quickly and accurately, maintaining a professional and polite manner - often going the extra mile to provide an enjoyable customer experience.
• Dealt with any complaints as quickly as possible, whilst ensuring the service provided was addressing the concerns raised and demonstrated a full understanding to what was needed to ensure an agreeable resolution.

Teddington

• Delivered staff induction and training for a team of 11customer service agents.
• Motivated staff to exceed service level agreements.
• Tracked orders and worked closely with our field team to ensure sales targets were met.
• The role involved being on set of a television show each week, for which I activated the game cards for each show and obtained the details of competition winners and arranged for them to be put through live on air.

Sunbury

• Supported a team of 10 customer service advisors.
• Helped developed a piece of technology that decreased the need for outbound calls, which allowed the team to concentrate on incoming calls.
• Provided weekly reports to the Managing Directors.

Sunbury

• Dealt with incoming and outgoing calls.
• Solved customer queries and placed cosmetic orders through the in-house data system.
• Used initiative to suggest ideas on improvements to the Managing Director.

Sunbury

• Greeted visitors and appropriately directed to designated areas.
• Scheduled meetings, appointments, and travel.
• Provided administrative support, which included copying and distributing documents and materials.
• Reviewed incoming correspondence and determined priority and required action.