Summary
Overview
Work History
Education
Skills
Amateur theatre
Timeline
Generic

Becci Wakeman

Team Senior
Swansea

Summary

Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.


I have worked as a project Manager in our Oversees office in Bangalore and have also Trained staff in Halifax Canada to use a new Telephony system. I have consistently provided excellent team leader skills for 10 Years in a FTSE 100 Company that not only delivers excellent Customer Service for our customers but ensures or Staff have a healthy work home life balance.

Overview

15
15
years of professional experience

Work History

Customer Service Representative

Admiral Group LTD
Swansea
02.2007 - 03.2010
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Recommended products to customers, thoroughly explaining details.
  • Updated account information to maintain customer records.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

Team Manager

Admiral Group LTD
Swansea
03.2010 - 01.2020
  • Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
  • Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
  • Monitored incoming calls and provided feedback to all representatives to improve quality of service.
  • Identified and corrected deficient performance and behaviors to achieve maximum productivity.
  • Led employee relations through effective communication, coaching, training and development.
  • Resolved customer service issues by finding immediate solutions, increasing customer confidence and decreasing escalations to executive office.
  • Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
  • Facilitated meetings to communicate team performance goals and results.

Senior Team Leader

Admiral Group LTD
Swansea
01.2020 - Current
  • Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
  • Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
  • Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
  • Resolved customer service issues by finding immediate solutions, increasing customer confidence and decreasing escalations to Quality team.
  • Facilitated meetings to communicate team performance goals and results.

Education

5 GCSE's A-C -

Ysgol Maesydderwen Comprehensive School
Ystradgynlais, Wales
04.2001 -

Skills

    Performance improvement

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Amateur theatre

I have been part of my local Theatre club since I was 16 and have worked on many scripts and shows.

Timeline

Senior Team Leader

Admiral Group LTD
01.2020 - Current

Team Manager

Admiral Group LTD
03.2010 - 01.2020

Customer Service Representative

Admiral Group LTD
02.2007 - 03.2010

5 GCSE's A-C -

Ysgol Maesydderwen Comprehensive School
04.2001 -

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Becci WakemanTeam Senior