Amy C.

Experience

• 

  British Gas

  Jul 1998 - Nov 2012

  Working as with our outsource partners and Team Leaders, Capita. Helping them understand the business vision and coaching agents/Team Leaders in all areas of compliance and complaint handling. Experience gained in working with Customer Relations and First Level Complaints helped me achieve this. Identifying additional training/coaching though the MI Reports and performance results. Enhancing our customer base by promoting individual benefits, savings and products for customers, service before sale Show less Working as Manager of a team within the first stage of our escalation procedure for customers. Having an extensive knowledge of Ofgem Compliance/FSA Compliance/DPA Compliance and our Complaints Handling Procedures. Coaching agents on all areas on compliance and effective resolutions and customer relationships. Reducing repeat contacts and minimising the need for further escalated complaints. Facilitating team sessions delivering the business message through engagement and understanding individual learning styles. Also facilitating engagement events across our Credit Energy population to an audience of 80+. Delivering performance in line with our main KPI's and identifying improvements to current processes to work smarter, not harder. Enhancing our customer base by promoting individual benefits, savings and products for customers, service before sale. Managing absence reviews and disciplinary's whilst maintaining a supportive environment. Being nominated for best Complaints & Escalations Team Of The Year. Show less Managing a team of 12 agents answering inbound calls whilst providing a high level of customer satisfaction and reducing complaints. Delivering a consistent level of performance in relation to the company's KPI's whilst coaching and enhancing future performance and results. Enhancing our customer base by promoting individual benefits, savings and products for customers, service before sale. Maintaining effective working relationships with peers and key stakeholders, providing solutions and cost effective methods to support the business acumen of providing customer satisfaction in an effective and efficient manner. Facilitating regular team sessions and delivering business messages through engagement and understanding, Managing attendance/absence levels and attrition levels. Show less Working for our Online/Digital services in Mumbai & Pune, India to improve the Net Promoter Score (measure of customer satisfaction) for outbound email contacts. Coaching and observing WNS (Offshore partners) Team Leaders in their role and providing support and development plans. Facilitating regular meetings with our key stakeholders and senior management providing results achieved and agreed future action plans. Coaching agents in effective conversations and building rapport with customers. Identifying talent for future progression and personal development plans for success. Receiving recognition from the President & Vice President of WNS Offshore Management, Mumbai & Pune. Show less Working/communicating with external bodies (EnergyWatch, The Energy Ombudsman, Media and Public Relations) to resolve all complaints in a timely, cost effective manner. Managing a team of agents dealing with High Level Complaints on behalf of the Managing Director and the Public Relations (Media) Department. My team was recognised for everyone hitting all KPI's for a full quarter that was not achieved before. Working to reduce repeat contact and minimise the cost to the company of any referrals to The Energy Supply Ombudsman. Performing monthly reviews with agents through effective communications and agreeing future targets whilst maintaining all KPI's Show less Managing a team of 12 agents answering inbound calls whilst providing a high level of customer satisfaction and reducing complaints. Delivering a consistent level of performance in relation to the company's KPI's whilst coaching and enhancing future performance and results.Enhancing our customer base by promoting individual benefits, savings and products for customers, service before sale. Maintaining effective working relationships with peers and key stakeholders, providing solutions and cost effective methods to support the business acumen of providing customer satisfaction in an effective and efficient manner. Facilitating regular team sessions and delivering business messages through engagement and understanding, Managing attendance/absence levels and attrition levels. Show less

  • Customer Services Manager

    May 2012 - Nov 2012

  • Customer Services Manager

    Mar 2012 - May 2012

  • Complaints Team Manager

    Nov 2010 - Mar 2012

  • Team Manager

    Aug 2009 - Nov 2010

  • Offshore Team Manager Coach

    Mar 2009 - Aug 2009

  • Customer Relations Team Manager

    Aug 2002 - Mar 2009

  • Team Manager

    Jun 2001 - Aug 2002

  • Trainer

    Dec 1999 - Jun 2001

  • Customer Service Advisor

    Jul 1998 - Dec 1999
• 

  Wiggle.co.uk

  Apr 2013 - Apr 2014

  Customer Services Manager

  Providing overall leadership of the Customer Service function, including developing and executing an operational plan to build and scale an international team dealing with inbound enquiries and escalations. Implementing key performance indicators and strategically planning growth and development in line with business objectives.

• 

  Level 3 Communications

  Oct 2014 - Apr 2023

  Customer Care Manager

  Overseeing high end clients requirements wishing to increasing their communications potential through:AnalysisDesign & SpecificationDevelopment of software codeDocumentationImplementation and functionalSystem testingProblem investigation and resolution (bug fixing)Full support during initial deployment and end resolution

• 

  Lumen Technologies

  May 2016 - Apr 2023

  Customer Care Manager
• 

  Colt Technology Services

  Apr 2023 - now

  Project Manager