Caroline E.

Experience

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  Sitel

  Feb 2011 - Oct 2015

  Team Manager

  Mentoring and coaching team of up to 25. Reducing KPI targets using training methods, improving call handling and retention statistics. Recruitment for team managers and customer service professionals. Employee development. Carrying out daily administration of database for all new starters and leavers to the company and running weekly reports for management.

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  Wonderland

  Nov 2015 - Feb 2017

  Teaching English as a Foreign Language

  Writing lesson plans and reports, editing students projects and essays, time management and prioritising lesson activities.Balancing single and group learning while also providing daily administration and documentation for staff.

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  Euro Car Parks

  Oct 2017 - Jul 2020

  Systems and Process Manager

  Managing team of 8 to ensure optimal productivity by developing, overseeing, and regulating various work procedures.Liaising with multiple internal and external depts to ensure development and implementation of process solutions to improve operational efficiency.Oversee recruitment of new staff including training and induction. Provide training programs on new processes as needed.Ensure adequate staff levels to cover for absences and peaks in workload.Staff appraisals, manage performance and discipline staff.Delegate work to staff and manage their workload and output.Office management tasks dealing with correspondence, complaints and queries via telephone and email.Implementing and maintaining procedures/office administrative systemsPreparation of letters, presentations and reports.Supervising and monitoring work of administrative staff Show less

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  Big Yellow Self Storage

  Aug 2020 - now

  Branch Manager

  Actively promote sales of products and services to customers, alongside progression of existing customer relations for both domestic and business prospects.Providing support for ASM/Store Manager and Sales Advisors through decision making, prioritisation of daily tasks and a focused commercial outlook.Performance management of staff with regular coaching and ad-hoc feedback sessions.Recruitment of staff including training and induction.Production and participation in WBRs and MBRs. Reviewing data across multiple platforms.Overseeing forklifting theory and practical assessments. Show less