Andrew Rooney
Port Glasgow,Inverlcyde
Summary
Results-driven professional with extensive expertise in key performance indicator tracking, process improvement, and complaint resolution. Demonstrates skills in data analytics, statistical analysis, and financial acumen. Proven ability to manage inbound and outbound calling operations, HR and recruitment processes, and staff training and development. Adept at client relationship management, conflict resolution, workflow planning and management, strategic planning, decision making, stakeholder engagement, operational budget management, and adherence to health and safety regulations. Known for excellent time management, self-motivation, motivational leadership, persuasive negotiation skills, analytical thinking, change management capabilities. Committed to driving organisational success through effective process optimisation and strategic initiatives.
Overview
28
28
years of professional experience
5
5
years of post-secondary education
Work History
Assistant Contact Centre Manager
Teleperformance UK
Glasgow
02.2016 - Current
- 9 years as ACCM (RSA, AXA, ITV, CAA, AIG & CBPF) currently overseeing between 150 -250 employees across the UK with annual revenue of c.4million gbp
- Facilitating change control
- Contract reviews - negotiation of KPIS & SLA
- TOPS process, audits, implementation and management
- H&S rep
- Workforce scheduling, ensuring optimal staffing at all times
- Developing strong governance and processes tailored to achieve client and company KPI’s
- Managed a team of contact centre Leaders for increased productivity and development of that team and subordinates
- Monitored customer calls and communications, ensuring exceptional quality standards
- Trained and mentored various people enabling outstanding performance and productivity standards
- Maintained up-to-date knowledge of industry trends, improving the knowledge of the team
- Coordinated staff training programmes to enhance product knowledge and communication skills.
- Actioned customer feedback to promote continued service improvement
- Managed teams by overseeing hiring, training and professional growth of employees
- Analyse reporting to assist in updating company finance records
- Motivated staff to achieve high levels of customer service
- Maintained excellent health and safety standards for continued compliance
- Directed operations to meet set targets and KPIs.
- Facilitated communication and collaboration across departments.
- Conducted regular meetings with team members, promoting open communication and problem-solving abilities.
- Engaged with stakeholders to build relationships deliver business performance reviews
- Carried out day-to-day duties accurately and efficiently inline with TP process and policy
- Invoked contingency plans, ensuring uninterrupted service during peak hours or technical issues
- Created activity and service plans to meet customer requirements
- Carried out routine performance reviews, leading to improved employee efficiency
- Provided weekly reports to line manager
Team leader - service delivery
Teleperformance UK
02.2012 - 02.2016
- Monitored call, ensuring all calls were handled in accordance with service standards
- Managed resources effectively, ensuring optimal utilisation for service delivery tasks
- Sought opportunities to establish extra value for customers continuously, boosting client satisfaction levels
- Liaised with stakeholders, fostering strong relationships and understanding business needs
- Oversaw team of 18 in CS before a team of 15 working for the CEO
- Enabled smooth running of day-to-day operations by managing and maintaining shift rota
- Motivated team members towards achieving individual and collective targets by setting clear expectations
- Assisted in recruitment activities by interviewing potential candidates for the team
- Facilitated regular meetings to discuss targets, progress and address any issues promptly
- Handled high-volume telephone and email enquiries to minimise backlogs
- Managed on-site evaluations and internal audit
Sales and retention specialist
Three UK
05.2010 - 05.2012
- Handled difficult customers professionally, diffusing tense situations effectively
- Observed brand guidelines to uphold company reputation
- Converted at-risk customers through targeted selling
- Adapted sales pitch to individual customer needs, secured multiple successful deals
- Handled calls promptly and professionally using proven telesales skills
Quality manager
Teleperformance UK
09.2009 - 02.2012
- Ensured consistency in product quality with regular monitoring
- Developed quality management strategies to improve overall performance
- Improved production efficiency by implementing quality control processes
- Reviewed and updated existing operational procedures
Team leader
EE
09.2001 - 09.2009
- Coordinated daily tasks, ensuring smooth workflow within the team
- Led performance reviews and tailored employee feedback to facilitate professional development
- Upskilled team members by planning and delivering training workshops
- Negotiated successful outcomes in challenging scenarios, demonstrating strong problem-solving skills
Chef & Hotel Manager
Various
12.1996 - 09.2001
- Implemented cost-effective strategies in purchasing and inventory management
- Forecasted demand and orders optimum level of supplies to prevent spoilage
- Reduced customer complaints by enforcing strict quality control procedures
- Followed health and safety guidelines to keep food storage safe, prevent spoilage and minimise cross-contamination risk
- Reduced food waste to improve profitability
Education
GCSEs & A-Levels - Sports And Hospitality
Gryffe High School
Houston, Renfrewshire 08.1992 - 06.1997
Some College (No Degree) - Catering & Hospitaltiy
Reid Kerr Collage
Paisley06.1999
Skills
- Key performance indicator tracking
- Process Improvement
- Complaint resolution
- Data analytics
- Statistical analysis
- HR and recruitment
- Analytical-thinking
- Staff training and development
- Client Relationship Management
- Workflow planning and management
- Excellent time management
- Financial acumen
- Strategic planning
- Decision making
- Stakeholder engagement
- Operational budget management
- Health and Safety regulations
- Self-motivation
- Motivational
- Change management
Timeline
Assistant Contact Centre Manager
Teleperformance UK
02.2016 - Current
Team leader - service delivery
Teleperformance UK
02.2012 - 02.2016
Sales and retention specialist
Three UK
05.2010 - 05.2012
Quality manager
Teleperformance UK
09.2009 - 02.2012
Team leader
EE
09.2001 - 09.2009
Chef & Hotel Manager
Various
12.1996 - 09.2001
GCSEs & A-Levels - Sports And Hospitality
Gryffe High School
08.1992 - 06.1997
Some College (No Degree) - Catering & Hospitaltiy
Reid Kerr Collage
Similar Profiles
KIRAN JAMILKIRAN JAMIL
Customer service representative at Teleperformance UKCustomer service representative at Teleperformance UK
Adhnan PatelAdhnan Patel
Customer service agent at Teleperformance UKCustomer service agent at Teleperformance UK
MERCY PRATHYUSHA THATHAPUDIMERCY PRATHYUSHA THATHAPUDI
Customer Service Specialist at Teleperformance UKCustomer Service Specialist at Teleperformance UK