Claire McDermott (Stewart)

Experience

• 

  Tele Tech

  Mar 2000 - Sept 2001

  Customer Service Adviser

  Duties Include: • Handling outbound and inbound calls, processing orders, providing a high level of customer service, communicating with other departments, problem solving and up sellingKey Achievement:• Consistently exceeded set target• Exceeding customer expectations

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  Home Bank Mortgages Plc

  Sept 2001 - Jun 2002

  Sales Support Team Leader

  Duties Include:• General team management • Coaching, training, maximising communication levels,• Liaising with sales managers, collating sales figures and office performance statistics, problem solving and being a mentor to staffKey Achievement:• Create and implement system to collate and record client error’s• Create and implement system to collate and record sales conversion • Develop poor performing staff to enable them to exceed their customers expectations

• 

  RESPONSE

  Jun 2002 - Jun 2004

  Customer Service Team Leader

  Duties Include: • General team management• Coaching, training, call monitoring, liaising with staff at all levels, dealing with escalated calls, problem solving• Statistical analyse/ recording, and being a mentor to staffKey Achievement:• Highest performing team leader through out campaign (Remote and side by side call monitoring)• Develop poor performing staff to enable them to exceed their customers expectations• Equip staff with all the tools and skills they needed to progress their career successfully Show less

• 

  ITW Construction Products (UK)

  Jun 2004 - Feb 2008

  Team Leader

  Duties Include:• General Team Management • Coaching, training, statistical analyse/ recording, managing several company accounts, managing all aspects of office operations, • Liaising with staff and customers at all levels to maximise communication and customer satisfaction• Performance management, problem solving, forward planning and being a mentor to staff membersKey Achievement:• Introduce and implement performance management tools such as structured one to one’s• Introduce and implement call monitoring process • Create and introduce system and process to collate and convert sales leads• Create and introduce system and process to reduce and control client error’s• Create and introduce a geographical map finder of sales staff (Now used through out UK)• Create and deliver training modules• Develop poor performing staff to enable them to exceed their customers expectations Show less

• 

  BiP Solutions Ltd

  Jul 2009 - Jul 2011

  Business Intelligence Team Leader

  Duties Include:• Recruiting Staff• General Team Management• Coaching, training, apprising, and responsible for all forms of performance management.• Processing Monthly Wages• Setting Team Targets Key Achievements:• Establishing Evening shift and integration of all staff members• Achieved target at all times• Set up new work list to ensure better World wide coverage and maximum productivity

• 

  PHS Group

  Jul 2011 - Jun 2013

  Telesales Team Leader

  Duties Include• General Team Management • Responsible for staff development.• Statistical Anlysis/recording• Forward planning to ensure all sales opportunities are captured.• Creating, and implement promotional OffersKey Achievements:• Creating and Implementing Reporting Structure/ Documents• Creating and Implementing New Business Prospecting Structure• Creating and Implementing New Telesales Structure/ Process and Procedure

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  Three.

  Jul 2013 - Aug 2015

  Telesales Team Leader

  Duties Include• Deliver daily, weekly and monthly sales volumes in line with all business targets.• Line management of Sales Advisors; driving the performance of your team in terms of behaviors, activities and sales results to deliver in line with the Inbound Sales Operation objectives.• Achieve all targets and associated Key Performance Indicator (KPI's) within an Inbound Sales contact center. • Drive efficiency measures within the team to maximise productivity.- Such as login hours, talk, wrap, idle and break stats.• Focus on coaching as a core activity to drive performance and motivation at an individual level, and provide ad-hoc product and sales training at both group and individual levels.• Conduct regular 1:1 reviews, ensuring performance management and ongoing development plans are completed for all team members.• Ensure absence management policies are adhered to and that attrition and shrinkage policies are managed effectively.• Create a motivational and enjoyable environment for your team to work in, run daily buzz/briefings sessions and manage incentives etc to maximise employee engagement.• Sharing of best practice with the management team and the wider Telesales community to develop a continuous improvement ethos. Key Achievements:• Consistently achieved sales targets • Consistently achieved customer experience targets• Managed department incentives for 3 months • Solely managed inbound department for the weekend Show less

• 

  BiP Solutions Ltd

  Jul 2015 - Sept 2017

  • Direct responsibility for the on-going success of a high performing sales team through assuming ownership and accountability for results• Demonstrate effective leadership of the team to drive success; maximise high performance and demonstrate evidence of associated desired behaviours throughout the team• Create a professional sales working environment – and lead from the front at all times to influence success through ensuring a visible presence and energy on the salesfloor• Fully engage; embrace and act as an ambassador for the Sales departments commitment to ‘Passion for Excellence’• Assume the role of front line coach for team members ensuring all activity is directly associated to driving performance capability• Pro-actively collaborate with the Sales Training & Development Manager to drive performance capability and sales revenue performance through maximising the value of effective coaching and development• Demonstrate a comprehensive and up-to-date knowledge of the Tendermatch portfolio of products and wider market to drive sales performance• Through implicit understanding of the sales process, conduct regular and effective coaching sessions which deliver tangible results • Demonstrate at all times a comprehensive understanding of individual/ team targets and have the ability to influence success therein • Provide the business with regular and intelligent reporting on individual and team success• Pro-actively manage performance, taking appropriate and timely action, in line with the outlined process• Conduct bi-annual performance reviews in line with the company process• Manage all aspects of the team in respect of absence; sickness; holidays etc Show less

  • Head of Customer Growth and Integration

    Dec 2016 - Sept 2017

  • Customer Growth Manager

    Apr 2016 - Dec 2016

  • Sales Team Leader

    Jul 2015 - May 2016
• 

  Capita Customer Management

  Nov 2017 - Jan 2019

  • Interim Head of Service

    Oct 2018 - Jan 2019

  • Group High Performance Manager

    Feb 2018 - Oct 2018

  • Senior Operations Manager

    Nov 2017 - Feb 2018
• 

  CAPITA CUSTOMER MANAGEMENT LIMITED

  Jan 2019 - May 2019

  Head Of Support Services
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  Full time carer for ill family member

  Jun 2019 - Jul 2020

  Carer
• 

  Ascensos

  Aug 2020 - Sept 2021

  Head Of Operations
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  Activpayroll

  Oct 2021 - now

  • Global Customer Success Project Manager

    Oct 2023 - now

  • Service Delivery Manager

    Oct 2021 - Oct 2023