Francesca Tynan

Experience

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  Concentrix

  Apr 2018 - Apr 2022

  Customer Service Representative

  I identified and handled complaints, taking ownership and following up via callbacks until a positive resolution had been achieved. I raised faults and arranged engineers. I offered technical support across email, wifi devices, broadband, phone and TV services. I provided product information and occasionally assisted with billing enquiries and broader account assistance.I made a point to become an expert in all aspects of my role and went on to offer support to newer colleagues voluntarily, building such reliable knowledgeability in this capacity that numerous colleagues would reach out to me during every shift for support and advice. Role became remote from April 2020 due to the pandemic. Show less

• 

  Utility Warehouse

  Apr 2022 - now

  I co-lead a project diagnosing smart meter issues to support frontline agents, and take calls 1 day a week:- I manage an extensive project via Google Sheets- Mentor newer frontline colleagues and colleagues supporting the smart support projectInternal Awards for Performance:- OJT Employee of the Month - June 2022- ECS Top Performer - September 2022- Spotlight Friday Recognition - 9th December 2022- Spotlight Friday Recognition - 30th December 2022- ECS Star of the Month - January 2023- Smart Conversion Cup Champion - March 2023- Spotlight Friday Recognition - May 2023- ECS Star of the Month - June 2023- Spotlight Friday Recognition - February 2024- ECS Top Performer - May 2024- 3x CARE Awards - November 2024- Star of the Month - November 2024 Show less I returned from my secondment back to a hybrid split between frontline calls and working on the BOL Smart Support Project:- Supporting agents across the Energy department with smart meter diagnostic troubleshooting as part of the BOL Smart Support Project, occasionally mentored other colleagues on the BOL Smart Support Project.- Taking frontline calls supporting customers, taking ownership and care when addressing complaints and supporting vulnerable customers. Adhering to data protection and other regulatory compliance.- June & July 2024: Temporarily supported with proactive smart diagnostics to support the Smart Operations team with a backlog of cases. Show less In the role of performance coach, I obtained new skills in planning and organising my team's day through facilitated sessions, activities and knowledge pathways, checking their understanding as we progressed.I took on responsibilities in absence reporting, 121 coaching, and call marking (120 calls marked). I also managed engagement by utilising cameras being on, staying aware of body language, and utilising regular interactive breakout sessions, quizzes and verbal temperature checks to ensure people had a smooth training experience.I worked hard to tie together the training materials with my knowledge and expertise to give my trainees the best possible start to their role. I also attended probation review meetings, and conducted lateness conversations, AWOL procedures and an occupational health conversation.I developed my confidence and created additional materials, as well as collaborating and sharing best practice with fellow coaches. I also took initiative in creating a Slack space with my manager's knowledge for fellow coaches, and created planning resources for several of us coaches to co-ordinate on larger super-sessions for certain aspects of the training induction. We took a super-session each, so I was able to lead an engagement session for almost 100 trainees as part of the outcome of that collaboration.I set clear expectations with my team and led with encouragement and a firm but fair approach. This enhanced my prior experience covering for team leaders in the main ECS operation and allowed me to more fully develop a leadership skillset. Show less Along with another colleague I was assigned to join a new support project from its inception. We supported advisors with smart meter queries. We had several others supporting us part time rotationally through the week.I helped develop mechanisms to manage query volumes and ensure all complex unfinished cases were tracked to completion. I additionally communicated with a team leader from our smart operations team to gain further clarity to improve our team's effectiveness when dealing with complex faults and suggested we arrange a Q&A session with the smart operations team as another means to align our practices.As my co-lead got pulled to cover long-term for a team leader very early on, they became heavily committed to this other responsibility and I quickly became responsible for much of the day to day efficiency of the project and helped co-ordinate the team's in-day activities. This involved providing feedback to the staff supporting the project both positive and constructive and ensuring that the staff depending on the support sheet had a reliable and consistent experience. Show less I handled inbound calls from Energy customers. During this role I:- Quickly became a subject matter expert.- Was upskilled to prepayment customers in addition to pay monthly.- Did extensive overtime for our complaints and email departments- An entire month temporarily re-assigned to exclusively escalated complaints across late December 2022-January 2023 to support in clearing a backlog.- Mentored newer colleagues.- On several occasions I covered for team leaders.- Developed several informative help guides as internal resources to aide colleagues in the department.- Took ownership of issues proactively, supported vulnerable customers, complex cases and complaints with care.- I led with empathy and championed the customer experience, aiming to leave our customers with a positive lasting impression. Show less

  • Co-Lead BOL Smart Support Project and ECS Customer Service Advisor

    Jul 2024 - now

  • BOL Smart Support Project & ECS Customer Service Advisor

    Nov 2023 - Jul 2024

  • ECS Performance Coach (3 Month Secondment)

    Aug 2023 - Nov 2023

  • Co-Lead - BOL Smart Support Project

    Jun 2023 - Aug 2023

  • ECS Customer Service Advisor

    Apr 2022 - Jun 2023