Leighanne S.

Experience

• 

  Manor Mills Shopping Centre

  Dec 2007 - Dec 2014

  Santa's Helper/ Cashier

  Seasonal Work• Till Operation and Cash Handling• Customer Service• Photography• Assisting Santa

• 

  Molloy Group

  Jul 2009 - Dec 2014

  Bar Staff

  • Till Operation and Cash Handling• Customer Service• Waitress Management• Bar/Waitress service

• 

  Paddy Power Betfair

  Jan 2015 - now

  • Responsibility for the delivery of the key KPIs, including customer satisfaction, customer service, quality and project delivery.• Management of multiple teams to deliver on service strategy• Development of team to improve on operational efficiencies• Use of our analytical capabilities to allow for the resolution of operational issues and suggested modifications to achieve our KPI’s.• Responsible for the tactical structuring of the team to support an efficient achievement of these KPIs as well as support any additional team activities and responsibilities.• Responsible for the direct people management, coaching and support of Customer Service Team Leaders including succession planning. • Accountable for ensuring excellent levels of people management from the TL group to the agent level.• Accountable for the smooth delivery of customer escalations including reviewing the escalation process and identifying scope for increased efficiency, as well as acting as a point of escalation for Team Leader escalations.• Develop and sustain strong relationships with other lines of the business who directly interact with CS.• Foster and champion a customer first culture within support teams. Show less • Operational running of the contact centre. • Management of relocation from Broomhill to Clonskeagh• Day to day monitoring of agent activity across multiple sites and real-time updating ensuring workflow is captured accurately to track adherence and productivity. • Collaborate with supporting teams across the contact centre and reallocate resources where possible to ensure all departments are appropriately staffed.• Compilation of daily reports to track Staffed hours, SLA and KPIs• Collaborate with the Performance Management & Training Department to facilitate the training, monitoring and performance management of all Contact Centre personnel. • Raise and resolve any operational issues by collaborating with the relevant departments.• Performance management of a group of 15-20 agents coaching and mentoring these agents to hit and maintain their KPIs, conducting regular one to ones and performance appraisals including the implementation of performance improvement plans and disciplinary measures where necessary and documenting and recording all agent files relevant to their employment. Show less • Operational running of the contact centre. • Management of relocation from Broomhill to Clonskeagh• Day to day monitoring of agent activity across multiple sites and real-time updating ensuring workflow is captured accurately to track adherence and productivity. • Collaborate with supporting teams across the contact centre and reallocate resources where possible to ensure all departments are appropriately staffed.• Performance management of a group of 15-20 agents coaching and mentoring these agents to hit and maintain their KPIs, conducting regular one to ones and performance appraisals including the implementation of performance improvement plans and disciplinary measures where necessary.• Compilation of daily reports to track Staffed hours, SLA and KPIs Show less • Operational running of the call centre. • Escalated queries from customers and agents.• Collaborate with the Performance Management & Training Department to facilitate the training, monitoring and performance management of all call centre personnel. • Performance manage a group of 15-20 agents.• Send monthly stats out to these agents advising them of their performance. • Coach and mentor agents to enable them to hit and maintain their KPIs. • Facilitate training workshops for new and existing agents.• Work in conjunction with the Performance Management & Training Department for all aspects of recruitment and training of new and rehires.• Compile daily reports for the Supervisor and Performance Management teams.• Understand and implement all Paddy Power Betfair processes and procedures and ensure that they are communicated effectively out to all call centre personnel.• Deal with all customer queries taken from calls from the agents in your group, communicating the outcome to the relevant agent’s and keeping a historical record of all queries. • Conduct monthly and quarterly meetings with the agents in your group, keeping a historical record of all meetings. • Implementing Performance Improvement Plans where necessary. • Assist with EOP meetings. • Liaise with other departments on changes to procedures, marketing and advertising that impacts on all customers and employees. • Monitor the daily activity and staffing of all other teams in the call centre. • Delegate agents to different tasks on a day to day basis.• Compile the sporting schedule weekly to enable the RPA team to compile rosters for all other teams in the call centre. Show less • Process Diamond customer’s bets in a swift and efficient manner ensuring our customers receive a first-class service.• Communicate with Diamond customers via text, email, and over the phone. Liaise with our Customer Services team to ensure that any Diamond contact is dealt with in a prompt and efficient manner.• Deal with customer complaints and queries by listening to the relevant calls and choosing an outcome of the query based on what happened on the call. Collaborate with the Diamond Team, Diamond Manager, and Supervisors to ensure the query is resolved to the best possible outcome. Communicate the outcome of the query or complaint via the affected customers via phone, email, or text.• Keep a historical record of all Diamond Queries using an internal collation system. • Understand and implement Paddy Power Betfair policies and procedures in a polite and coherent manner. Show less

  • Customer Service Team Manager

    Jul 2020 - now

  • Customer Service Team Lead

    Feb 2019 - Jul 2020

  • Dial-a-Bet Supervisor

    Jul 2018 - Feb 2019

  • Escalation Manager

    Apr 2017 - Jun 2018

  • Dial-a-Bet Diamond Operator

    Jul 2016 - Mar 2017

  • Dial-a-Bet Operator

    Jan 2015 - Jul 2016