Douglas Bolt

• Mitigated risk by enforcing strict adherence to health and safety guidelines within team.
• Facilitated effective communication between drivers, dispatchers and customers for seamless operations.
• Supervisor /Call Centre / Dispatch Operator
  Duties: Answering telephones and inputting customer details onto computer before dispatching runs to drivers.
• Dealing with customers queries, e-mails , pricing fares in very busy office taking approximately 16,000 calls per week. On call if company computers have problems .
• Admin assistant
• Assisting company accountant ,dealing with monthly accounts for 170 drivers in Inverness and 80 drivers in Aberdeen .
  Solving queries on company accounts for both companies , setting up and vetting new business accounts
• Resolved customer complaints promptly maintaining good relations with clients.
• Handled emergency situations effectively, minimising downtime and disruption to services.
• Managed vehicle maintenance schedules to prevent unexpected breakdowns and delays.
• Maintained vehicle fleet with precise coordination of preventive maintenance and functional repairs.
• Kept all company logs and records updated, recording daily details of work performed.
• Participated in recruitment, selection and induction of new drivers.
• Assisted with employee relations issues, addressing disciplinaries, grievances and absences.
• Planned transport solutions for local and international clients.

• Possessed up-to-date knowledge of current road diversions or construction works ensuring efficient journeys.
• Handled high pressure situations during peak hours, maintaining excellent service standards.
• Used knowledge of local area to suggest tourist spots or restaurants to passengers.
• Transported passengers to desired destinations, resulting in satisfied customers.
• Rendered first aid when necessary, providing immediate help in emergency situations.
• Assisted tourists with language barriers using basic foreign language skills.
• Provided support for elderly or disabled passengers, ensuring passengers had comfortable journey.
• Managed over 100 calls per day

To support and encourage a team of approximately 13 agents to achieve senior management targets in sales and collections. To employ new agents and ensure efficient training requirements are in place. Vet and issue personal loans over a certain amount. Visit clients who may be experiencing difficulty in payments and arrange a suitable payment plan. Where necessary prepare court papers for bad debt. To identify new territories for internal canvassers to explore. I successfully completed the Home Credit Management training programme.

• Improved team productivity with regular training sessions.
• Enhanced customer satisfaction with superior service standards.
• Increased brand awareness by implementing effective marketing strategies.