Branka Warren
Summary
Confident leader with strong interpersonal and communication skills, proficient in fostering teamwork and collaboration. Highly adaptable with proven track record of problem-solving and decision-making. Experienced in leading teams to achieve operational excellence. Excels in optimising processes, improving customer satisfaction, and fostering collaborative work environment. Strong focus on strategic planning and leading and motivating team members to success.
Overview
20
20
years of professional experience
Work History
Customer Relations Assistant Manager
Travis Perkins plc
10.2023 - Current
- Ensured service level agreements are implemented and adhered to.
- Direct support to the Customer Relations Manager.
- Managed a team of 10 employees, cultivating a collaborative environment.
- Interviewing, hiring, and training new employees.
- Evaluating employee performance in line with the departmental KPI requirements.
- Streamlined internal processes, increasing productivity and response times to customers.
- Enhanced customer satisfaction levels through the implementation of a new complaints process.
- Developed and delivered comprehensive training programmes, improving team skills and performance.
- Supported employee morale and well-being by developing positive practices centred on career development and individual job satisfaction.
- Conducted performance reviews, identifying areas for development and rewarding high achievers.
- Cultivated work environment focused on personal responsibility, continuous improvement and delivering high-quality results.
- Monitored staff performance and developed improvement plans.
- Provided informal feedback on an ongoing basis within monthly 1-2-1 sessions and end-of-year reviews.
Customer Relations Team Leader
Travis Perkins plc
08.2021 - 10.2023
- Led a team of customer relations agents to enhance service quality.
- Developed comprehensive training and induction plans for the department.
- Recognised and nurtured talent.
- Delivered informal feedback consistently during monthly 1-2-1 sessions and end-of-year reviews.
- Collaborated with multiple teams to ensure alignment with the company's long-term strategy.
- Supervised all activities within team, managing workload effectively.
- Monitored and analysed performance metrics to identify areas for improvement in customer service delivery.
- Oversaw team performance and delivered a metrics analysis report.
- Escalation for customer issue resolution.
- Managed the company's social media interactions.
- Maintained productive environments focused on providing quality customer service, and upholding company reputation.
- Developed a culture of continuous growth through KPI implementation and regular process reviews.
- Oversaw the handling of customer complaints, ensuring swift resolution and maintaining company reputation.
- Addressed absences and performance concerns with individuals to prevent further issues, limiting operational disruption.
- Coordinated with other departments to resolve complex customer issues promptly and efficiently.
Property Finance Analyst
Travis Perkins plc
02.2021 - 08.2021
- Maintained up-to-date property leasing system, collaborating with other departments to incorporate new or modified leases.
- Facilitated timely and precise production of monthly accounts, including preparation of property cost journals for entire group within stringent deadlines.
- Executed reconciliations within agreed timescales, maintaining high accuracy while developing a comprehensive reporting system
- Managed external property database, ensuring timely implementation of corrections.
- Ad hoc projects initiated to meet business needs.
- Collaborated with cross-functional teams to streamline financial processes, improving efficiency and accuracy.
Business Services Team Leader
Travis Perkins plc
03.2019 - 01.2021
- Headed a team of business services clerks.
- Provided informal feedback on an ongoing basis during monthly one-to-one sessions.
- Implemented the team’s Personal Development Plans.
- Managed the training of new starters and provided further competence training for more senior team members.
- Managed the team’s workload and fulfilment of the KPI requirements.
- Setting team goals.
- Monitored team performance, identifying areas for improvement and implementing corrective actions.
- Monitoring the team's productivity and reporting the metrics.
- Resolving queries from suppliers and Travis Perkins branches on a daily basis.
- AAT Student Representative for the Travis Perkins plc Group.
- Evaluated team performance and provided constructive feedback to improve daily goal achievement.
Business Services Clerk
Travis Perkins plc
12.2017 - 02.2019
Patient Contact Centre Administrator
NHS
09.2014 - 11.2017
English Language Teacher & Cambridge Exam Tutor
House of English Language Center, Serbia
09.2010 - 04.2012
English Language Teacher & Cambridge Exam Tutor
LANGUAGE SCHOOL NIBIS, NOVI SAD, SERBIA
09.2008 - 08.2010
English Language Teacher & Cambridge Exam Tutor
SCHOOL OF FOREIGN LANGUAGES EX LIBRIS, NOVI SAD, S
09.2005 - 08.2008
Education
Bachelor of Arts - ENGLISH LANGUAGE AND LITERATURE
UNIVERSITY OF NOVI SAD
Novi Sad, Serbia2009
ORGANISATIONAL LEARNING AND DEVELOPMENT
CIPD
AAT
AAT
Skills
- Project management
- Training program development
- Process improvement
- Conflict resolution
- KPI implementation
- Cross-functional collaboration
- Staff performance management
Timeline
Customer Relations Assistant Manager
Travis Perkins plc
10.2023 - Current
Customer Relations Team Leader
Travis Perkins plc
08.2021 - 10.2023
Property Finance Analyst
Travis Perkins plc
02.2021 - 08.2021
Business Services Team Leader
Travis Perkins plc
03.2019 - 01.2021
Business Services Clerk
Travis Perkins plc
12.2017 - 02.2019
Patient Contact Centre Administrator
NHS
09.2014 - 11.2017
English Language Teacher & Cambridge Exam Tutor
House of English Language Center, Serbia
09.2010 - 04.2012
English Language Teacher & Cambridge Exam Tutor
LANGUAGE SCHOOL NIBIS, NOVI SAD, SERBIA
09.2008 - 08.2010
English Language Teacher & Cambridge Exam Tutor
SCHOOL OF FOREIGN LANGUAGES EX LIBRIS, NOVI SAD, S
09.2005 - 08.2008
Bachelor of Arts - ENGLISH LANGUAGE AND LITERATURE
UNIVERSITY OF NOVI SAD
ORGANISATIONAL LEARNING AND DEVELOPMENT
CIPD
AAT
AAT