Summary
Overview
Work history
Education
Skills
Websites
Timeline
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Emma Charman

Egham,Surrey

Summary

Customer Services and Administration professional that champions staff development. Has experience in general HR tasks including, but not limited to, CV screening, interviewing and onboarding.

Successful history of leading a team. Experience in managing absences, conducting regular one-on-one meetings, and providing ongoing training to enhance individual and team performance.

Passionate about team engagement and consistently strives to create an inclusive and motivating workplace culture. Initiated and led various team-building activities, workshops, and initiatives that significantly boosted morale and strengthened engagement throughout the business.

A highly organised and dependable candidate, successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Motivated and proactive with a proven track record in Customer Services.

Friendly communicator, comfortable in fast-paced environments. Seeking opportunity to expand current skillset within a company supporting professional development

Overview

15
15
years of professional experience

Work history

Senior Customer Experience Executive

Gantrade Europe Limited
Staines-upon-Thames, Surrey
03.2024 - Current
  • Completed customer orders with speed and accuracy.
  • Maintained detailed records of all interactions with customers, ensuring transparency and accountability.
  • Handled high-volume customer inquiries, ensuring prompt response times.
  • Analysed feedback from customers, identifying areas of improvement.
  • Developed training materials for improved team performance.
  • Managed customer complaints for successful resolution and retention.
  • Improved customer satisfaction by implementing streamlined processes.
  • Fostered a culture of excellence, leading to increased staff motivation and productivity.
  • Collaborated with the sales department and supply-chain colleagues for seamless service delivery.
  • Actively contributed to weekly team meetings, driving engagement and communication.
  • Successfully delivered on tasks within tight deadlines.
  • Displayed energy and enthusiasm in a fast-paced environment.
  • Applied critical thinking to analyse problems, evaluate solutions and select best decisions.
  • Oversaw daily operations to achieve high productivity levels.
  • Provided support for employee onboarding and training procedures.
  • Developed staff training programmes to enhance team skills and knowledge.
  • Tracked KPIs and pursued continuous training to improve metrics.
  • Participated in training sessions for professional growth and improved productivity.
  • Delegated tasks to team members, enhancing productivity.
  • Contributed to personnel recruiting and selection to build highly a effective team.
  • Fostered a collaborative work environment, enhancing team cohesion and motivation.
  • Held daily meetings to ensure consistent communication and team motivation towards productivity goals.

Operational Trainer

Novuna Business Finance
Staines-upon-Thames, Surrey
01.2023 - 12.2025
  • Completing Learning Needs Analysis on requested training needs from the Business
  • Compiling and submitting evidence of Route to Competence for internal auditing
  • Developing, designing, and delivering training content on GDPR, Effective Communication, Active Listening & Emotional Intelligence
  • Developing and coordinating new monthly Lunch & Learn events, hosted by local SMEs on 'hot topic' subjects such as Power BI
  • Developed led a new Development Workshop initiative for Senior Executives
  • Attending monthly committees with Risk, Quality Assurance, Complaints and Compliance teams to looks for trends or areas for improvement
  • Developed successful close working relationships with key stakeholders
  • Producing quarterly reports on completed and planned training activities
  • Organising Suicide Awareness training for circa 70 members of staff
  • Keeping detailed logs of training delegates and adding their attendance into Learning Management System
  • Coordinated individual training sessions to support new hire orientation and retention.
  • Collaborated closely with HR department to inform recruitment and training practices.
  • Enhanced employee engagement with innovative HR strategies.
  • Developed comprehensive training materials for improved staff understanding of HR systems.
  • Organised regular health and wellness workshops for increased staff engagement.
  • Organised regular feedback sessions on well-being measures, ensuring continual improvement efforts.
  • Facilitated team-building activities to improve inter-departmental relationships.
  • Collaborated with HR department to develop comprehensive wellbeing programmes, positively impacting staff's mental health.

Customer Experience Team Leader

Novuna Business Finance, Hitachi Capital
Staines-upon-Thames, Surrey
07.2018 - 12.2023
  • Developed engaging and entertaining presentations, maintaining employee attention and improving impact of training.
  • Effectively allocating resource to ensure KPI's are met
  • Leading a daily huddle with my team to encourage engagement and sharing of ideas
  • Conducting 121's with my team, tracking their progress and arranging additional training when necessary
  • First point of escalation for complex queries and difficult calls
  • Organised a fundraising event in memory of our late Managing Director, which raised over Β£14,000.00 for the British Heart Foundation
  • I am the Qualification Programme Manager for the Institute of Customer Services accreditation, a programme that I have started from scratch within the Business
  • This has involved recruiting internal coaches, an assessor, and Practitioners to complete the current first cohort
  • Received consistently high Perform scores
  • First Aid & Suicide Awareness trained
  • Vulnerable & Deceased Customer expert
  • Implemented quality control measures leading to significant error reduction.
  • Assessed employee capabilities and assigned tasks accordingly for optimal results.
  • Arranging team building activities throughout lockdown
  • Selecting prospective candidates & interviewing new team members for both my own team and other teams and writing detailed interview notes for submission to People Services
  • Authorising leave and sickness monitoring
  • Attending monthly Risk and Complaints meetings
  • Liaising closely with my Line Manager in regard to the day-to-day issues concerning the team and/or workloads and resourcing
  • Creating detailed training resources for both new starters and current team members wishing to take on new tasks
  • On-boarding new starters into the team, assisting with IT requests, setting up overviews with other departments and making them feel welcome into the team with 'getting to know you' activities
  • Liaising with members of the business at all levels to ensure that our processes are in line with our values and that we are providing our customers with an exceptional experience.
  • Monitored team performance metrics, identifying areas for improvement.
  • Facilitated open dialogue with stakeholders to manage expectations effectively.
  • Fostered a positive work environment with regular team-building exercises.
  • Identified skill gaps within the team and organised relevant training sessions.

Reservation Lead Agent

Globe Air Cargo
Heathrow, Hillingdon
11.2017 - 07.2018
  • Taking cargo reservation and post flight requests for 16 separate Airlines either by phone or e-mail
  • Structuring and implementing training schedules for new operational staff
  • Liaising with representatives of Airlines to improve procedures and reporting back to direct Line-Manager and Director
  • Accepting and processing airfreight quotes
  • Generating and maintaining capacity reports on both a weekly and monthly basis
  • Producing detailed Handling Reports to be sent to customers
  • Controlling and reporting on Permanent Bookings across Airlines
  • Extensive telephone liaison with customers and overseas offices for bookings, post flights and quotations
  • Working closely with colleagues in the Sales department to assist with maximising revenue for consignments
  • Supporting junior colleagues during disciplinary procedures
  • Liaising with direct Line-Manager & Managing Director in setting up procedures for new Airline contract
  • Taking cargo reservations and post flight requests either by phone or e-mail
  • Taking on responsibility for training of all new operational staff
  • Accepting and processing airfreight quotes
  • Implementing new systems
  • Generating and maintaining operational databases
  • Extensive customer liaison & communication with overseas offices
  • Data entry into in-house computer system
  • Visiting customers and handling agents both in the UK & overseas
  • Extensive operational organisation for the company
  • Implementing and maintaining new company procedures
  • Helping to implement a completely bespoke in-house computer system
  • Organising staff holiday rotas, sick leave and call-out lieu time
  • Arranging office stationary and consumables levels and re-ordering as required
  • Organising office engagement events.

Operations & Administration Manager

Airline Cargo Management
Colnbrook, Slough
07.2010 - 11.2017
  • Responsible for maintaining reception area at busy training Institute
  • Meeting and Greeting up to 700 visitors & delegates per week
  • Managing and updating several daily, weekly and monthly reports
  • Liaising with venues and trainers to ensure all requirements are met in order to carry out required training
  • Collating and distributing joining instructions and venue information to delegates
  • Maintaining and updating weekly course fill report and presenting findings to administration team & Managers on a weekly basis
  • Organising Head of Institutes diary and correspondence
  • Responsible for meet and greet for special events
  • Arranging dealer visits for technical training team and ensuring health & safety paperwork is completed before each visit
  • General ad-hoc administration duties.

Education

NVQ Level 3 - Customer Services

Institute of Customer Services

NVQ Level 3 - Administration

Institute of Customer Services

NVQ Level 3 - International Trade and Services

Institute of Customer Services

GCSEs - 5 grade A-C including English

Longford Community School
Feltham

Skills

I am a friendly and outgoing person with excellent communication skills who works equally well within a team or individually I consider myself to be highly capable, committed and hard-working

My key strengths are organisation and planning, discretion, empathy and creative problem solving Extensive customer service and admin experience across a range of industry sectors has enabled me to develop to the highest standard

In my spare time I enjoy music, reading and the theatre and have a very close network of friends and family that I love to spend time with I am also an administrator and safeguarding officer for my local youth football organisation

Timeline

Senior Customer Experience Executive

Gantrade Europe Limited
03.2024 - Current

Operational Trainer

Novuna Business Finance
01.2023 - 12.2025

Customer Experience Team Leader

Novuna Business Finance, Hitachi Capital
07.2018 - 12.2023

Reservation Lead Agent

Globe Air Cargo
11.2017 - 07.2018

Operations & Administration Manager

Airline Cargo Management
07.2010 - 11.2017

NVQ Level 3 - Administration

Institute of Customer Services

NVQ Level 3 - International Trade and Services

Institute of Customer Services

NVQ Level 3 - Customer Services

Institute of Customer Services

GCSEs - 5 grade A-C including English

Longford Community School

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Emma Charman