Corey Wild
Stanley,Co.Durham
Summary
Professional with strong communication and active listening skills, experienced in managing calls and addressing PI challenges. Proficient in coaching and mentoring, utilizing various techniques to promote development and growth. Knowledgeable in NS&I products, compliance, and FOS regulations, with excellent time management and organizational abilities. Aims to leverage these skills to drive success in fast-paced environments.
Overview
12
12
years of professional experience
Work history
Process Team Leader
Sopra Steria
Durham, Durham
2025.04 - 2026.02
- Coached Customer Service Representatives (CSRs) using tailored coaching techniques to suit individual learning styles, supporting high-quality customer outcomes.
- Delivered live and post-call coaching to improve call quality, compliance, and customer experience.
- Provided constructive feedback and set clear development objectives aligned to quality and performance KPIs.
- Conducted Manager Calls to resolve complex customer issues and achieve First Call Resolution (FCR).
- Completed Quality Assessment Monitoring and provided feedback to support CSR KPI targets.
- Maintained and updated performance spreadsheets and trackers.
- Delivered team communications, updates, and meetings.
- Identified knowledge gaps within the team and delivered refresher training and coaching sessions to improve skills and consistency.
- Attended monthly calibration sessions with Quality FLM, FLM, and Team Coaches within the Durham site to ensure consistency.
- Worked closely with other departments to support CSRs and improve customer resolution outcomes.
- Maintained required phone time between 15% and 20% while completing Deputy Team Coach responsibilities.
- Achieved personal KPI targets alongside coaching and leadership duties.
- Motivated the team throughout the month using engagement initiatives, competitions, and challenges.
- Completed FLM responsibilities in their absence, including attending FLM DWGMs and supporting escalations.
- Prioritised tasks according to urgency and importance, optimising workload allocation among team members.
- Developed strategies for improved performance level across the team.
- Reduced staff turnover with an effective motivation strategy.
- Implemented new working methods which improved overall efficiency of the team operations.
Team Coach
Atos
Durham
2023.03 - 2025.04
- Atos was taken over by Sopra Steria in April 2024; the role and responsibilities continued without interruption.
CSR
ATOS
2022.10 - 2023.03
- Taking Inbound Calls
- Responsible for setting up passwords/security questions and telephone numbers
- Identify expression of dis-satisfaction, recognizing and handling complaint calls, having the knowledge and experience of being able to close the complaints in line with CIC guidelines
- Achieving Quality GE KPI’ targets, together with Complaints KPI’ target consisting of open and closed cases.
- Achieving KPI Productivity and Adherence throughout the month to support PII
- Achieving Customer Survey 30%
- Buddy for new starters
- Floorwalking,/ Supporting Dev Pod , answering all queries and coaching/guiding the CSR’s to the right resolution.
Factory operative
Valeo Snax, Team Valley
2022.04 - 2022.10
- Line operator – Time keeping, Precision measurements
- Line leader – Product testing , team/time management (rota’s etc), carrying out and recording QA checks on products.
CSR
Teleperformance
2019.09 - 2022.04
- Taking calls from customers, assisting with queries
- Learning new systems every 4 months to keep up to date with client demand as campaigns would change
- Outbound calls during Covid, exercise patients/empathy because of the severity of some peoples situations
Customer Service Advisor/ Stock Controller
Tesco
2016.03 - 2019.09
- Replenishing the stock on the shop floor
- Tipping delivery wagons
- Audit data/admin duties
- Check out/providing face to face customer service
Graphic Designer
Geordie Signs
2015.02 - 2016.03
- Face to face consultant sessions
- Using various systems/methods to support customers in their decision for sign making
Customer Service Advisor
Argos
2014.06 - 2015.01
- Aiding customer by collecting their products from the warehouse
- Unloading lorries that delivered stock
Education
Level 2 Diploma - Barbering
2020.01 - 5 2021
GCSEs -
North Durham Academy
Stanley, Durham 09/2008 - 06/2014
Skills
- Good Communication Skills/Active Listening Skills/Motivation Skills
- Ability to call manage/challenge to support PI
- Coaching skills using different techniques/supportive
- Enthusiastic/positive/focused and goal oriented
- Mentoring/Buddy/Development skills
- Admin Duties
- Multi skilled in all NS&I products/Influencing and investigation skills
- Understanding of Compliant/FOS knowledge
- Time Management/Organizational skills
Hobbies and Interests
In my spare time I enjoy going to festivals together with socializing.
Affiliations
- festivals
- gigs and events
- Creating podcasts
Timeline
Process Team Leader
Sopra Steria
2025.04 - 2026.02
Team Coach
Atos
2023.03 - 2025.04
CSR
ATOS
2022.10 - 2023.03
Factory operative
Valeo Snax, Team Valley
2022.04 - 2022.10
Level 2 Diploma - Barbering
2020.01 - 5 2021
CSR
Teleperformance
2019.09 - 2022.04
Customer Service Advisor/ Stock Controller
Tesco
2016.03 - 2019.09
Graphic Designer
Geordie Signs
2015.02 - 2016.03
Customer Service Advisor
Argos
2014.06 - 2015.01
GCSEs -
North Durham Academy
09/2008 - 06/2014