Teresa Carroll

Experience

• 

  The White Company

  Dec 2009 - Sept 2015

  I worked at The White Company where I supported and developed my Customer Service Team of up to 12 advisers to deliver award winning customer service. Managing all areas of team and Customer Service Advisor achievements, call performance and quality. Providing appropriate training and establishing development opportunities to team members. Responsible for all supervisor training and development. Accountable for quality of customer contact, including call, email communication and social media.Creating and maintaining a departmental knowledge base.Developed the call quality guidelines that contributed to winning our Customer Service Awards. Proactively designed, project managed and implemented departmental processes and procedures.Involvement from conception and design stage to roll out and training for a completely new IT system to support the businesses international ambitions.Encouraged sales through both B2C and B2B channels including VIP customers. Show less

  • Customer Services Team Leader

    Aug 2012 - Sept 2015

  • Senior Customer Service Advisor

    Dec 2009 - Aug 2012
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  Estee Lauder Companies Europe

  Sept 2015 - Mar 2016

  Business Manager

  I swiftly demonstrated successful management of client relations and have positively influenced customer enthusiasm towards the change in management. Organising in-store and outside activities that built sales and developed business reputation for my counter and brand and ensuring all activity to achieving business goals, targets and market share was maintained. By monitoring business and analysing results to recognize areas of opportunity and growth, I implemented strategies that built overall business and in addition I observed competitor activity and identified activities to take on competitors Show less

• 

  Opus Energy

  Apr 2016 - Oct 2021

  Leading and developing a team of high performing account managers to manage large corporate portfolios and deliver a customer centred service to tight timescales and SLAs Led a project implementing a new email system, working with internal and external stakeholders and implementing ahead of schedule by one week Worked alongside a team of IT technicians creating and implementing automation software Attended meetings with Third Party Intermediaries and direct customers to review and optimise account performance Ensure account managers work to legislative and regulatory requirements Managing debt recovery and supporting collection activity through multi-channel contact; successfully bringing £1million above our target for first half of 2021 Resolve complex and high-level complaints/enquiries, identifying learning opportunities and implementing improvements to reduce future escalations Presented with an Opus Energy Heat Values award for ‘Energising’ behaviours and qualities Show less

  • Corporate Accounts Team Manager

    Sept 2018 - Oct 2021

  • Customer Service Team Manager

    Apr 2016 - Oct 2021
• 

  Purple Media Ltd

  Nov 2021 - Jul 2022

  Project Manager
• 

  OPEN Health

  Aug 2022 - now

  Project Manager