Summary
Overview
Work history
Education
Skills
Certification
O'Level's including:
Affiliations
References
Timeline
Generic

Heidi Barrett

Corringham,Essex

Summary

Accomplished leader with proven skills in team coordination and problem-solving. Experienced in mentoring staff and improving service processes to elevate customer experiences. Track record of effective performance monitoring and coaching, utilizing tools like Microsoft Office and NICE WFM. Dedicated to building high-performing teams and achieving customer service excellence.

Overview

41
41
years of professional experience
5
5
years of post-secondary education
1
1
Certification

Work history

Customer Support Team Leaer

NHS Professionals
Remote, UK
06.2022 - Current
  • Monitored team performance to ensure adherence to quality standards.
  • Streamlined communication channels to enhance departmental efficiency.
  • Facilitated weekly meetings to identify and implement operational improvements.
  • Boosted team morale, resulting in increased productivity and engagement.
  • Exceeded company targets through diligent supervision of daily operations.
  • Developed a high-performing team via effective leadership practices.
  • Conducted individual appraisals and established KPI targets to improve staff performance.
  • Served as escalation point for complex cases, delivering timely resolutions that satisfied clients.

Team Manager Collections

Fiserv
Basildon, Essex
01.2016 - 07.2025
  • Managed 17+ Collections Agents across Inbound and Outbound dialing.
  • Established remote working team at pandemic onset, ensuring seamless operations.
  • Led team to achieve all KPIs through effective communication and motivation.
  • Conducted regular 1-2-1 meetings to enhance agent capabilities with coaching and feedback.
  • Evaluated call quality by providing constructive feedback and monitoring performance.
  • Identified underperformance, implementing Quality Improvement Plans for agents.
  • Communicated process changes to ensure adherence to policies and procedures.
  • Provided daily MI of performance figures to promote self-awareness among agents.

Customer Service & Sales Manager

Euro Car Parts
Rayleigh & West Thurrock, Essex
05.2010 - 12.2015
  • Managed 14 sales advisers, including 2 trade counter advisors, to achieve daily sales targets of £32,900 and margin of £14,446.
  • Coached and mentored team members since January 12, increasing daily sales from £22,460.
  • Implemented processes that enhanced productivity and revenue generation across the team.
  • Structured daily activities using the 80/20 rule to dedicate 80% of time to coaching and 20% to administration.
  • Developed innovative incentives and initiatives to ensure daily targets were consistently met.
  • Handled customer escalation calls and complaints efficiently to maintain satisfaction levels.
  • Collaborated with branches and distribution centres to ensure part availability for customers.
  • Reported monthly on sales performance to Branch Manager and Regional Sales Manager, outlining strengths, weaknesses, and action plans for improvement.

Customer Service and Sales Team Manager

Eon UK PLC
Rayleigh, Essex
01.2006 - 01.2010
  • Led a team of 15 agents, enforcing attendance and discipline policies.
  • Achieved 90% increase in Energy sales through six weeks of targeted coaching.
  • Implemented Central Heating Cover lead generation, raising hot leads by 75%.
  • Delivered regular MI reports on team performance to senior management.
  • Reduced cancellations by 15% through effective coaching and call quality monitoring.
  • Resolved complaints promptly while ensuring compliance with regulations.
  • Conducted performance evaluations to identify improvement areas.
  • Boosted morale by recognising and rewarding outstanding contributions.

Team Manager, 1/79 to 06/06 Grade 1,2,3,4 Clerk, 10/85 to 11/99

Royal Bank of Scotland Group
City of London
01.1985 - 01.2006
  • Team Manager for a group of customer service agents, who supported a large portfolio of mid corporate customers. Providing them with the full range of banking support, from cancelling a standing order, to placing money on overnight deposit. Inbound & Outbound calls.
  • Visiting clients on a regular basis, to ensure continual customer support and relationship management.
  • Similar day to day management duties as current employment.
  • Responsibility for authorizing high value CHAPS payments.
  • 22 years service with the RBS group, and during this time undertook a variety of roles, including opening and closing of accounts, standing Orders, Direct Debits and BACS. Dealing with customer enquiries, cashiering, chief cashier, and foreign exchange cashier.

Education

Gable Hall Secondary School
Corringham Essex
09.1980 - 06.1985

Skills

  • Leadership and team management
  • Organizational skills
  • Self-discipline and motivation
  • Critical thinking and decision making
  • Customer service excellence
  • Microsoft Office proficiency
  • Flexibility and adaptability
  • Team collaboration
  • Adaptability
  • NICE WFM knowledge
  • Troubleshooting and problem solving
  • Remote work capabilities
  • Effective communication
  • Team supervision and performance monitoring
  • Customer escalation management
  • Coaching and mentoring

Certification

  • Certificate in Occupational Health & Safety
  • ABC Managing Performance through Behaviors
  • FLM – Attendance Management, Disciplinary and Grievance Procedures
  • Diploma in Human Resources
  • Level 2 Customer Services
  • Level 2 Business and Administration
  • Level 2 Lean Organisation Management Techniques
  • Functional skills Level 2 Mathematics
  • Functional skills Level 2 Information & Communication Technology (ICT)
  • Functional skills Level 2 English
  • NVQ Level 3 Diploma in Management


O'Level's including:

English Language, English Literature, Math’s, Religious Educations, Physical Education, Biology and Business Studies

Affiliations

  • Travelling
  • Reading
  • Walking my dog

References

References available upon request.

Timeline

Customer Support Team Leaer

NHS Professionals
06.2022 - Current

Team Manager Collections

Fiserv
01.2016 - 07.2025

Customer Service & Sales Manager

Euro Car Parts
05.2010 - 12.2015

Customer Service and Sales Team Manager

Eon UK PLC
01.2006 - 01.2010

Team Manager, 1/79 to 06/06 Grade 1,2,3,4 Clerk, 10/85 to 11/99

Royal Bank of Scotland Group
01.1985 - 01.2006

Gable Hall Secondary School
09.1980 - 06.1985

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Heidi Barrett