Christopher Carter
South Shields,South Tyneside
Summary
Results-driven Senior Manager experienced in performance metrics analysis, resource allocation, and product development. Transformed teams and processes to achieve organisational goals through effective communication and strategic planning. Focused on leveraging training and development skills to foster high-performance teams and drive continuous improvement.
Overview
2
2
years of post-secondary education
27
27
years of professional experience
Work history
Senior manager
Morrisons
Seaburn , South Tyneside
2007.11 - Current
- Drove change management initiatives to enhance organisational agility.
- Implemented cost-saving initiatives to drive profitability.
- Improved staff productivity through effective workforce management techniques.
- Streamlined operations by introducing efficient resource management strategies.
- Led and managed administrative staff to maintain smooth daily operations.
- Coordinated hiring, recruitment and training strategies to create a high-performing administrative team.
- Enhanced team performance with regular coaching and feedback sessions.
- Monitored team performance and provided constructive feedback to address challenges.
- Managed conflict resolution within teams, ensuring smooth workflow.
- Trained and mentored teams in company policies and industry best practices to support seamless service delivery.
- Built strong customer relationships to support sustainable business growth.
- Successfully managed risk assessment procedures by adopting industry best practices.
- Suggested actionable promotions and business improvements to increase revenue and improve patron experiences.
- Monitored health and safety measures for guaranteed compliance.
Complaints manager
MFI UK LIMITED
Sunderland, Tyne And Wear
2000.09 - 2007.11
- Handled high volume of phone calls from irate customers calmly achieving peaceful conflict resolutions..
- Improved customer satisfaction by resolving escalated customer complaints promptly.
- Streamlined the process of complaint logging, resulting in quicker resolution times.
- Devised and implemented comprehensive complaints handling procedures for smoother operations.
- Handled high volume of phone calls from irate customers calmly achieving peaceful conflict resolutions.
- Reviewed old unresolved cases periodically which resulted in closure of many pending issues.
- Filtered out recurring complaints and presented them during monthly meetings which led to problem solving at root level.
- Liaised with other departments to resolve complex complaints, enhancing interdepartmental communication.
- Communicated with customers politely, promptly and professionally.
- Facilitated weekly meetings to discuss ongoing issues and find solutions, fostering teamwork.
- Developed a standard operating procedure manual detailing the processes involved in handling a complaint from receipt to resolution.
- Attended seminars related to customer service best practices for professional development.
- Reviewed customers' feedback on social media platforms for better service delivery.
- Took ownership for customer correspondence to deliver exceptional customer service levels.
- Expressed care, patience and empathy when handling customer interactions for personalised experience.
- Identified root causes of complaints through effective questioning.
- Clarified complaints to fully understand customer issues.
- De-escalated aggressive behaviour using effective conflict resolution techniques.
- Investigated reported issues, liaising with staff at multiple levels to obtain relevant information.
- Identified complaint trends and patterns to report to supervisors and guide changes.
- Updated senior management on significant complaints and resolutions regularly, ensuring transparency in operations.
- Documented customer interactions, following company policy and procedure in all engagements.
- Monitored staff adherence to company policies whilst handling complaints, ensuring consistency in service standards.
- Held regular training sessions for staff members on effective communication techniques, raising overall team competence level.
- Responded to customer feedback within target timescales.
- Adhered strictly to policies and procedures for continued company compliance.
- Actioned customer feedback to promote continued service improvement.
- Communicated customer feedback through appropriate channels to help fuel continuous improvement.
- Offered personable and helpful service to exceed customer expectations and reach positive conclusion.
- Used time-management skills to minimise complaint lifecycle and meet regulatory timelines.
- Recruited high-performing, reliable staff for improved team productivity.
- Briefed and motivated staff to deliver daily operational requirements.
- Facilitated communication and collaboration across departments.
- Kept appropriate stock levels to meet operational needs.
- Scheduled shifts based on seasonal demands and staff availability.
- Conducted internal audits to ensure compliance with regulatory bodies' directives, avoiding legal complications.
- Received and resolved customer complaints escalated by staff.
- Maintained excellent health and safety standards for continued compliance.
- Forged working relationships with suppliers and negotiated purchasing conditions.
- Offered recommendations to customers based on specific situations, priorities and obstacles.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Facilitated communication and collaboration across departments.
- Recruited high-performing, reliable staff for improved team productivity.
- Forged working relationships with suppliers and negotiated purchasing conditions.
- Scheduled shifts based on seasonal demands and staff availability.
Call centre agent
T Mobile
Sunderland, Tyne And Wear
1999.05 - 2000.06
- Managed high volume of inbound calls, ensuring swift response times.
- Handled high call volumes with accuracy and efficiency for optimum productivity.
- Streamlined communication with customers to understand needs better.
- Enhanced customer satisfaction by promptly addressing and resolving complaints.
- Facilitated positive customer experiences by providing attentive and personalised service.
- Built long-term client relationships through exceptional customer service skills.
- Provided accurate, consistent and meaningful advice to customers to boost retention.
- Used outstanding problem-solving and communication skills to appease dissatisfied customers.
- Resolved conflicts in a respectful manner, promoting a positive image of the company.
- Increased client trust by providing accurate product information.
- Initiated upselling techniques during calls; generated additional revenue for the company.
- Used persuasive selling techniques to promote company products and services successfully.
- Maintained accurate knowledge of current services to provide informative customer advice.
- Acted as first point of contact for customer issues and queries.
- Responded to customer questions to resolve issues effectively. focused on first-call resolution.
- Improved customer satisfaction ratings through responsive query resolution.
- Processed complaints professionally, seeking effective, timely solutions for continued customer satisfaction.
- Managed and escalated complaints effectively, resulting in positive customer outcomes.
- Set up appointments for customers and entered work tickets to obtain needed services for clients.
- Assisted in training new staff members, fostering a supportive work environment.
- Facilitated strategic decision-making by producing accurate, comprehensive end-of-shift reports.
- Executed administrative tasks to support daily operations, ensuring efficiency in filing, copying, and faxing.
- Documented all phone interactions for record keeping and quality control purposes.
- Maintained call centre efficiencies, ensuring clear, effective communication with all departments.
- Planned and delivered customer service training, boosting satisfaction levels.
- Established follow-up call systems to effectively resolve complaints and maintain customer loyalty.
- Followed up customer queries to check provided solutions met expectations.
- Reached out to established clients to follow up after sales and offer new products and services.
- Answered [Number]+ customer queries daily via inbound calls, emails and live chats.
- Maintained professional demeanour during challenging customer interactions, ensuring calmness and resolution.
- Built positive customer rapport through friendly, professional communication.
- Executed administrative tasks to support daily operations, ensuring efficiency in filing, copying, and faxing.
- Utilised multi-line telephone systems for efficient call handling.
- Handled sensitive personal data responsibly while maintaining confidentiality.
- Improved team productivity through effective collaboration and teamwork.
- Performed data entry tasks to keep records up-to-date and organised.
- Entered, updated and removed customer information to keep accounts current.
- Enabled efficient follow-up by accurately recording customer requirements and details in [Software].
- Recommended technology to improve call flow, reducing customer waiting times by up to [Number] minutes.
- Recorded all customer interactions for accurate service documentation. for complete service records.
- Entered, updated and removed customer information to keep accounts current.
- Improved customer satisfaction ratings through responsive query resolution.
- Set up appointments for customers and entered work tickets to obtain needed services for clients.
- Followed up customer queries to check provided solutions met expectations.
- Asked probing questions of clients to understand needs and identify actionable requirements.
- Reached out to established clients to follow up after sales and offer new products and services.
- Operated switchboard systems successfully to manage high call volumes
Education
BTEC - Photography
Newcastle College
Newcastle upon Tyne 1998.05 - 2000.09
Skills
- Resource allocation proficiency
- Performance metrics analysis
- Revenue optimisation
- Financial literacy
- Process improvement knowledge
- Decision-Making expertise
- Training development
- Change management
- Operations planning
- Policy formulation
- Customer relationship management
- Complaint resolution
- Performance tracking
- Health and safety regulations
- Microsoft Excel
- Product development experience
Affiliations
- GYM
- Swimming
- Cinema
- Walking
Timeline
Senior manager
Morrisons
2007.11 - Current
Complaints manager
MFI UK LIMITED
2000.09 - 2007.11
Call centre agent
T Mobile
1999.05 - 2000.06
BTEC - Photography
Newcastle College
1998.05 - 2000.09