Jenny R.

Experience

• 

  Optima Legal

  Feb 2003 - Sept 2007

  Team Coach

  Managing, coaching and monitoring individuals and teams in order to improve performance, carrying out audits to identify training needs and providing feedback where necessary; creation of documentation for all sessions, providing monthly coaching plans and activity reports; reviewing and streamlining processes to maximise productivity and qualityAlso role of Fee earner - achieving and exceeding set up/completion targets whilst maintaining client requirements, ensuring all technical matters dealt with, adhering to complaints procedure and resolving issues. Show less

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  Optima Legal & Financial

  Sept 2009 - Jan 2012

  Business Manager

  Provide support to the department by ensuring all administrative tasks are removed from Team Managers and fee earning members of the department, ensure the physical and electronic infrastructure of the team is maintained. Deal with invoicing, accounts housekeeping, manage administration support and recruitment. Also assess impact and resource required to implement department wide projects identified by Quality Manager

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  StepChange Debt Charity

  Jan 2012 - now

  Team Leader

  To lead a team of Customer service advisors, ensuring the highest standards of accuracy and quality are delivered in order to achieve service levels; instinctively moving colleagues around different work streams to meet client demand; participate in identifying training needs and to coach and develop the team; provide and utilise management information, often requiring research, analysis and selection of appropriate methods of presentation; conduct quality checks regularly; develop relevant goals for team and regularly review performance; carry out monthly 121's and annual performance reviews; manage sickness absence; lead recruitment when required. Show less