Summary
Overview
Work history
Education
Skills
Affiliations
Timeline
AccountManager

Grace Cereste

Peterborough,Cambridge

Summary

I'm a hard-working Team Leader with 5 years of experience in a Contact Centre environment. An engaging and motivational leader, skilled at training and coaching high-performing employees. As well as being people-orientated. I Align myself to the workplace culture and values who strongly believes in finding and bringing out people's strengths. I'm looking for new role where hard work and dedication will be highly valued.

Overview

17
17
years of professional experience

Work history

Team Leader

BGL Insurance
Peterborough, Cambridgeshire
04.2019 - Current
  • Developed strategies for improved performance level across the team.
  • Conducted regular performance reviews to identify areas of improvement for each team member.
  • Reduced staff turnover with an effective motivation strategy.
  • Ensured adherence to company policy by all team members, maintaining professionalism at all times.
  • Increased team cohesion by implementing regular feedback sessions.
  • Encouraged open communication, fostering a positive work culture.
  • Monitored daily operations whilst reducing operational cost significantly.
  • Improved customer satisfaction through close collaboration with the team.
  • Fostered positive employee relationships through communication, training and coaching.
  • Led performance reviews and tailored employee feedback to facilitate professional development.
  • Led team of 15 to achieve KPI targets and successfully.
  • Recognised exceptional individual performance for improved motivation.
  • Coordinated daily tasks, ensuring smooth workflow within the team.

Customer Experience Ambassador

BGL Insurance
Peterborough, Cambridgeshire
02.2018 - 04.2019
  • Collaborated with other colleagues for exchange of ideas and methods.
  • Adjusted coaching style according to changing needs of the team, maximising adaptability and flexibility.
  • Enhanced communication with personal development sessions.
  • Encouraged team unity for improved performance both in the team and for the overall business.
  • Led project coordination, resulting in timely delivery.
  • Supported new hires through onboarding process for speedy and successful training.

Customer Experience Representative

BGL Insurance
Peterborough, Cambridgeshire
03.2012 - 04.2019
  • Demonstrated empathy whilst handling difficult customer interactions, fostering trust.
  • Assimilated customer feedback, resulting in better product offerings.
  • Maintained comprehensive knowledge of products and services to advise customers accurately.
  • Enhanced customer satisfaction by addressing and resolving complaints effectively.
  • Collaborated with team members to deliver exceptional customer service.
  • Developed strong relationships with customers to build loyalty.
  • Promoted the use of self-service tools amongst customers, reducing call volume.
  • Trained new hires on company policies and procedures, bolstering team competence.
  • Assisted customers with varying questions using product knowledge and service expertise.
  • Answered customer telephone calls promptly and improved on-hold wait times.
  • Consistently achieved service rating targets, managing customer enquiries with personalised care and attention.

Key Holder and Sales Assistant

Hawkins Bazaar
Peterborough, Cambridgeshire
10.2011 - 12.2011
  • Facilitated swift checkout process; resulted in high customer satisfaction rates.
  • Managed opening or closing procedures whilst adhering strictly to company policies.
  • Handled escalated issues from customers promptly, ensured optimal resolution was achieved.
  • Upheld highest levels of cleanliness throughout store premises for a pleasant shopping atmosphere..
  • Maintained visual merchandising standards to attract potential customers.
  • Assumed responsibility for cash handling and financial transactions.

Customer Services Assistant

Matalan
Peterborough, Cambridgeshire
08.2007 - 11.2011
  • Provided coverage during peak times to manage customer flow effectively.
  • Assisted customers in fitting rooms by suggesting suitable alternatives or additional items for purchase.
  • Assisted in stock replenishment to maintain store appearance.
  • Maintained clean shop floor, promoting a welcoming environment.
  • Handled transactions, maintaining accurate till records.
  • Handled cash register operations efficiently, minimising queue lengths at checkouts.
  • Resolved customer complaints, ensuring satisfaction and repeat business.
  • Delivered excellent customer service by answering queries and providing product information.
  • Delivered outstanding in-store experience through positive and attentive customer service.

Education

English Literature -

English Language - undefined

Maths - undefined

Science - undefined

History - undefined

Music - undefined

R.E - undefined

I.C.T - undefined

I.C.T - undefined

French - undefined

Additional Science - undefined

Skills

  • Leadership skills
  • Process Improvement
  • KPI management
  • Customer relationship building
  • Team development strategies
  • Employee retention strategies
  • Employee coaching and mentorship

Affiliations

  • Photography
  • Singing
  • Cooking

Timeline

Team Leader

BGL Insurance
04.2019 - Current

Customer Experience Ambassador

BGL Insurance
02.2018 - 04.2019

Customer Experience Representative

BGL Insurance
03.2012 - 04.2019

Key Holder and Sales Assistant

Hawkins Bazaar
10.2011 - 12.2011

Customer Services Assistant

Matalan
08.2007 - 11.2011

English Literature -

English Language - undefined

Maths - undefined

Science - undefined

History - undefined

Music - undefined

R.E - undefined

I.C.T - undefined

I.C.T - undefined

French - undefined

Additional Science - undefined

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