Jack Whitworth
Manchester
Summary
Results‑driven Contact Centre Senior Team Leader with high level management experience in both the service and contact centre industries. Developed leadership and management skills in fast-paced team environment, focused on driving team success. Proven track record in consistently delivering target and maintaining a high performing call floor. Well experienced in development of team leaders through performance management and targeted coaching.
Overview
7
7
years of professional experience
Work History
Senior Team Leader
Intelling Ltd
09.2023 - Current
- Oversee daily operations of a call floor of 50 + people
- Consistently delivered target expectations including performance, quality and customer service score
- Develop Team Leaders through performance management, 1-2-1 performance and coaching reviews
- Manage expectations of clients by maintaining clear and consistent communication and meeting deadlines
Team Leader
Intelling Ltd
06.2022 - 09.2023
- Lead and supported a high- performing retentions team focused on reducing customer churn and delivering excellent customer service
- Supported the team through performance management focusing on KPIs, targeted coaching and regular 1-2-1s
- Worked closely with Quality teams to ensure that the team consistently delivered expectations
Customer Service Agent
Intelling Ltd
10.2020 - 06.2022
- Handled inbound customer service calls and effectively dealing with queries around customer retention
- Consistently delivered performance and productivity targets
- Maintained 100% compliance scores
- Effectively de-escalated customer dissatisfaction and complaints utilizing empathy skills
Bar and Restaurant Manager
Marriott International, Inc.
03.2018 - 10.2019
- Oversaw the daily operations of the bar and restaurant
- Trained and mentored staff on customer service excellence and operational procedures.
- Developed and implemented promotional strategies to enhance guest engagement and revenue.
- Managed inventory levels, optimizing stock turnover and reducing waste.
Bar and Bistro Supervisor
The Palace Theatre
03.2018 - 10.2019
- Supervised daily operations, of the bar, restaurant and kitchen
- Trained and developed staff on best practices for food preparation and customer engagement.
- Ran a monthly comedy club with 70+ covers
Education
Bachelor of Arts -
British And Irish Institute of Modern Music
Manchester 01-2020
Business, History And Music Technology
Thomas Rotherham College
Rotherham, United Kingdom01-2015
12 GCSEs A*-C
Winterhill School
Rotherham01-2013
Skills
- Operations Management
- Communication and Presentation
- Coaching and Development
- Customer-Centric Mindset & Empathy
- Change Management and Adaptability
- Time Management and Multitasking
Timeline
Senior Team Leader
Intelling Ltd
09.2023 - Current
Team Leader
Intelling Ltd
06.2022 - 09.2023
Customer Service Agent
Intelling Ltd
10.2020 - 06.2022
Bar and Restaurant Manager
Marriott International, Inc.
03.2018 - 10.2019
Bar and Bistro Supervisor
The Palace Theatre
03.2018 - 10.2019
Bachelor of Arts -
British And Irish Institute of Modern Music
Business, History And Music Technology
Thomas Rotherham College
12 GCSEs A*-C
Winterhill School
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