Maccaroy Brown-Samuel

Experience

• 

  Thomas Cook Group plc

  Apr 2008 - Oct 2012

  Overseas Sales Manager

  I was promoted to from Holiday Representative to Team Leader. Duties were to inspire and motivate my team to deliver sales and customer service goals and assist my manager in admin duties. Managing a team of 20 reps to ensure sales and service targets are achieved and encouraging the development of new ideas and innovations to help develop and run specialist holidays. Trained and supported team members on selling and customer service techniques. Additionally, I would also maintain hotel standards and safety procedures, and organize weekly planners and keep basic accounts and records. Show less

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  Rated People

  Jan 2013 - Feb 2014

  Customer Service Representative

  Duties were to support and provide superior customer service via telephone and e-mail. Daily I was required to transfer calls, take messages, provide call backs, and understand the impact of attitude in handling calls professionally. I would always use the most appropriate way to communicate with different with a variety of people on the telephone, build positive relationships and consistently meet my commitments to customers.

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  Sainsbury's

  Feb 2014 - Jul 2015

  Customer Service Team Lead

  Main duties were to assist the store manager with the smooth running of the store and assume responsibility in the absence of the store manager. Additional responsibilities: Staff training, interviews, performance reviews, weekly payroll, price control, health and safety and cash office details including balancing the safe and weekly till results.

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  Screwfix

  Aug 2015 - Jan 2017

  Customer Service Supervisor

  My role was to ensure that all staff were delivering the best possible customer service and ensuring that all customers’ needs have been met. Other main duties include: key holder responsibility, up-skilling staff and additional training, new starter inductions, managing health & safety within store, cash management, handling customer enquiries and the management of the warehouse department, ensuring that all stock was checked in correctly and stored away in the correct places, investigating and reporting any variances in stock. Show less

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  Tesco

  Mar 2017 - Feb 2018

  Duty Manager

  My role was to assist in the smooth running of the store, dealing with day to day queries, assume the responsibilities of the store manager in their absence, such as up skilling colleagues, payroll, price control and First Aider. I would also work with HR to create new vacancies and conducting interviews and the hiring of new colleagues.

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  London Graphic Centre

  Mar 2018 - Nov 2019

  Customer Service Manager

  • Driving sales• Completing and submitting all necessary paperwork to HR or Head office• Assuming responsibility as store manager is the absence of the manager• Managing staff levels including overseeing holidays and absence levels• Providing the highest level of customer service to customers ensuring standards and met and maintained• Any other duties required to achieve the smooth and profitable running of the store

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  International SOS

  Nov 2019 - now

  • Responsible for a team of 10 staff in 24/7 Medical Assistance contact centre, direct line management and conducting semimanual performance reviews for direct reports• Lead EMEA customer service agents for overseas health programme on behalf of US Government (TRICARE)• Shift supervisor responsible for overseeing high level cases including medical evacuations• Responsible for conducting monthly call quality audits providing training and feedback• Supported development and delivering implementations of Salesforce CRM improvements on the AC platform• Working closely with medical professionals in a highly regulated environment Show less

  • Assistant Operations Manager

    Jul 2020 - now

  • Operations Coordinator

    Nov 2019 - Jul 2020