Experience

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  Virgin media

  Mar 2004 - Aug 2018

  Customer care manager

  Manages and develops a team of frontline advisors to ensurePerformance targets are achieved / exceededKey Accountabilities• Leads a team to deliver individual and team performance targets. • Co-ordinates workloads to ensure maximum productivity.• Motivates, coaches and develops all team members• Monitoring and evaluating calls• One to one coaching and feedback sessions • Escalation point for frontline advisorsKnowledge, experience and skills• Experience of leading and developing a team• Significant experience working in customer-focused, target driven environment• Strong communication skills, written and oral• Good decision making skills• Flexibility and strong organisational skills• Ability to manage changeSupported recruitment – Delivered business presentation to potential new employees Also conducted telephone interviews and 121 interviews Academy Manager - managing the transition from classroom training to live call taking, settling the employees into the role of Customer Service. managing attendance , expectations and setting out guidelines and expected levels of performance and behaviours . Delivering sessions on Quality framework - continuing support through feedback – Carrying out probationary reviews Sparkle panel/Extra Mile - Recognision programBeing both a judge and a past winner I truly believe in the recognition process I love seeing the impact that this has on our winners and also the wider teams in our centres”.I love to see the fantastic accomplishments being recognised within the business and being part of the team that reward these. It’s great to know how passionate our people are about the work they do Show less

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  Foundever

  Aug 2018 - now

  Customer retention manager

  Virgin Media (TUPE) - 19 years within Call Centre Management I have worked continuously for a variety of companies including NTL, Virgin Media and now Sitel UK.During this time I have built up a wealth of experience in all aspects of Call Centre Management. Key strengths include People & Absence Management;; Result Delivery; working within a fast paced, ever changing industry; and recruitment.