Stacey Seabrook

Experience

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  RBS

  Aug 1997 - Jun 2016

  Managed a telephony team of 12 staff, ensuring Sla's & objectives were met. Continually worked with my team to look at improvement opportunities for our customers. Completed quality assessment of the team and their adherence to policy, process and procedure. Held regular performance reviews with my staff, ensuring targets & developments were discussed, implementing action plans to drive performance. Actively reviewed team forecasting ensuring we were resourced for customer demand. Regularly reviewed customer data and engaged relevant parts of the business with improvement areas identified. Day to day skills included excellent communication across the business at all levels, ability to multitask effectively, prioritization of workloads when exception to process occurred, continued team engagement with innotative new ways of team building, all effectively implemented by having excellent time management. Show less

  • Team Manager, Corporate & Commercial customer services

    Jun 2009 - Jun 2016

  • Team Manager, Currency accounts unit

    Sept 2005 - May 2009

  • Customer Service Agent, Corporate & Large Corporate

    Aug 1997 - Aug 2005
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  First Data Corporation

  Oct 2016 - Nov 2018

  Senior Collector

  Main responsibilities: Point of referral for complex customer enquiries received via the telephone channelContinually monitor telephone SLA and staff adherance to shiftsManage reporting team statistics to the client and internal departmentsComplete quality checking of staff performance & provide constructive feedbackDiscuss objectives and kpi’s in staff 121 meetings, driving performance improvements by reviewing agreed actionsManage team mailbox interacting and building internal and client relationshipsInvestigate customer complaints and implement staff coaching if errors highlightedLead regular team huddles Show less

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  Cabot Financial

  Nov 2018 - now

  Case Manager

  Manage a portfolio of customers, supporting them on the road to financial recovery.Regularly present customer portfolios to the board team to influence the right collection solution.Showcase communication skills when engaging with high value customersManage win win customer conversations, using tactical empathy