Lee Eteo

Experience

• 

  E.ON UK

  Sept 2007 - Oct 2015

  Supervised and monitored a call center that handled over one million calls annually. I provided support to 34 operational managers and optimised approx. 300 FTE to ensure service level agreements were met across various communication channels, including phone (inbound, outbound, and IVR), SMS, and back-office tasks. Led and managed various teams within Credit Management and Field Debt Recovery. This covered back office support, complaint handling, front-line phone support to customers and field based reps across England. Provided support to customers with energy usage and debt management. Worked across severaral teams that served customers or internal colleagues that were working across England.

  • Duty Manager

    Mar 2013 - Oct 2015

  • Customer Service Team Leader

    Jan 2009 - Feb 2013

  • Customer Service Assistant

    Sept 2007 - Jan 2009
• 

  West Midlands Combined Authority

  Oct 2015 - Dec 2023

  Demonstrated leadership and motivation for the Customer Services operation that served as the central point of contact for all services provided by WMCA. The teams provided comprehensive support across multiple channels covering the region’s public transport network, local & national schemes and political matters. Supplied leadership and direction for Customer Relations that provided mainly written responses to customers and stakeholders of WMCA, including members of the public, MPs, and councillors. Included correspondence support to the senior leadership team and Mayor of the West Midlands, Andy Street. Delivered leadership and innovation for Customer Relationships, overseeing a Contact Centre and two Travel Information Centres that offered multi-channel support to Centro customers (now WMCA).

  • Customer Services Manager

    May 2022 - Dec 2023

  • Customer Relations Manager

    Apr 2018 - May 2022

  • Customer Relationships Manager

    Oct 2015 - Apr 2018
• 

  Lichfield West Midlands Traded Services Limited

  Jun 2024 - Jan 2025

  Town Centre's Manager

  Worked in partnership with a range of services such as Planning, Property, and Regeneration on identifying and delivering new opportunities across Lichfield city centre and Burntwood town centre. Supported with communicating of local plans, schemes, and projects by engaging with local businesses, residents, and stakeholders. Remit covered high street, economic development, and visitor economy.