Manjit Rai

Experience

• 

  Biraj Pharmacy

  Jan 1990 - May 2001

  Customer Sales Representative

  Assisted in the management of one of the largest retail stores, with a revenue of £20K per month. Assisted the manager in maintaining Profit & Loss statements. Responsible for all cash administration, including banking. Daily running of all store activities in the absence of the store manager.

• 

  NTL (Now part of Virgin Media)

  May 2001 - Oct 2002

  Customer Service Specialist

  Answer a variety of customer calls ensuring full requirements are identified accurately and efficiently in order to fulfil the ntl: promise of “1st time resolution” both individually and through support to other Team Members of the Team. To meet and exceed your individual targets / objectives as agreed with your Team Manager in regular 121 meetings.

• 

  NTL (now Virgin Media)

  Oct 2004 - Dec 2006

  Customer Retentions Team Manager

  Achieve first call resolution and consistent service excellence on all inbound calls, to assist in increasing customer satisfaction levels to a minimum 75% save rate daily, resulting in a revenue increase of approximately £1000 per day. Ability to retain customers using a maximum of £30 credit limit per customer per day to increase customer satisfaction.

• 

  Teleperformance UK

  Feb 2007 - Mar 2009

  Team Manager

  Reporting to the Senior Operations Manager, this role was highly focused on delivering through the team to ensure high levels of customer satisfaction to various clients and campaigns the organisation supported including Vodafone, Peugeot, E-On and BAA. Responsibility for the day-to-day leadership of a highly capable team within the Call Centre

• 

  Retail Manager Cash Solutions (Formerly Guardian Jewellery)

  May 2009 - Jun 2013

  Retail Manager

  Full operational management of one of our 80+ sites in the UK, in which customers can receive either short/long term financial solutions such as, purchasing of precious metals and mobile phones, cash jewellery loans, short term and logbook loans, cheque cashing. Valuing and negotiating prices of precious metals face to face with a high volume of customers daily. Cash control, opening/closing banking and postage procedures, holding £3000+

• 

  Teleperformance UK

  Apr 2014 - Dec 2015

  Team Manager

  Day to day management of 15 FTEs which involved coaching and development of staff, 121’s, Briefs, managing KPI’s, liaising with MI, analysing reports, recruitment, staff adherence and managing attendance and attrition.

• 

  Number Group

  Jan 2016 - Jun 2017

  Sales Call Centre Manager
• 

  Economy Energy

  Aug 2017 - Nov 2018

  Senior Team Manager
• 

  Foundever

  Jan 2020 - Jul 2023

  Senior Team Manager
• 

  Hotter Shoes

  Jul 2023 - now

  Concession Manager