Geoff Hine
Hanley,Staffordshire
Summary
Self-motivated Specialist with knack for enhancing operational processes and driving project success. Improved team workflows, leading to increased productivity and streamlined project deliveries. Recognised for innovative problem-solving and commitment to achieving exceptional results. Adaptable and reliable professional with robust foundation in problem-solving and communication skills, seamlessly transfer technical knowledge and analytical abilities to new challenges. Demonstrated aptitude for collaborative teamwork and innovative thinking. Eager to contribute meaningful solutions and drive success in [Desired Position] role. Offering strong foundation in communication, problem-solving, and adaptability. Knowledgeable about team collaboration, project management, and customer service. Demonstrates quick learning ability and eagerness to grow within professional settings. Ready to use and develop interpersonal, analytical, and organisational skills in [Desired Position] role.
Overview
6
6
years of professional experience
Work history
Specialist Care Manager
Vodafone
Stoke-on-Trent, Staffordshire
08.2023 - Current
- Increased client satisfaction by providing specialised support and advice.
- Analysed complex trends of journeys impacted by customers for improved decision-making processes.
- Improved workflow efficiency with thorough process analysis.
- Developed bespoke solutions to meet specific business needs whilst delivering effective results for both the customer and the business.
- Collaborated effectively with cross-functional teams for successful project completion.
- Maintained up-to-date industry knowledge through continuous professional development.
- Led training sessions for staff skill improvement.
- Processed new customer orders, coordinated related documentation and adjusted account balances.
- Reviewed documents for staff to proofread for errors, correct formatting and verify factual information.
- Wrote professional letters, emails and memoranda for business communication.
- Supported staff with administrative needs for reporting faults, impacted customer service and required engineer visits.
- Applied maths abilities to calculate and check financial figures.
Customer Relations Supervisor
Vodafone
Stoke-on-Trent, Staffordshire
09.2018 - 08.2023
- Improved customer satisfaction by improving effective communication through side by side coaching.
- Managed complex customer issues for improved customer TNPS.
- Enhanced team cohesion with regular performance feedback sessions.
- Streamlined client interaction processes to enhance overall customer experience.
- Coordinated team training, resulting in better customer service delivery.
- Maintained high standards of customer care by regularly updating colleagues on company policies.
- Handled escalated complaints, ensuring swift and satisfactory resolutions.
- Developed new complaint procedures for a more efficient response system.
- Led weekly team meetings, fostering a culture of open communication and improvement.
- Ensured smooth daily operations by supervising the activities of the customer relations team.
- Fostered a positive work environment through proactive management style.
- Monitored call centre metrics with the aim of improving service levels.
- Assessed employee performance frequently, identifying areas requiring additional training or support.
- Improved interdepartmental collaboration with consistent updates and information sharing.
Education
GCSEs - English, Maths, Science, French, Art, Religious Education
Newcastle Community High School
Newcastle-under-Lyme, StaffordshireNVQ Level 3 - Level 3 NVQ Diploma in Gambling Operations
The Open University
Milton KeynesSkills
- Project management
- Time management
- Critical thinking
- Process improvement
- Customer service excellence
- Effective communication
- Conflict resolution
- Client relationship management
- Performance monitoring
Affiliations
- Rugby
- gaming
References
References available upon request.
Timeline
Specialist Care Manager
Vodafone
08.2023 - Current
Customer Relations Supervisor
Vodafone
09.2018 - 08.2023
GCSEs - English, Maths, Science, French, Art, Religious Education
Newcastle Community High School
NVQ Level 3 - Level 3 NVQ Diploma in Gambling Operations
The Open University
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