Summary
Overview
Work history
Education
Skills
Timeline
Generic

Joanne Riley

Lytham St Annes

Summary

Confident and ready to excel as Deputy Team Leader. Possesses strong leadership and communication skills, with knack for problem-solving. Aims to drive team success and foster collaborative work environment.

Overview

23
23
years of professional experience

Work history

Deputy Team Leader

Sigma Connected LTD
WFH
04.2023 - 08.2025
  • Assisting the management of a team of 15-20 agents on early collections for a well-known Utility company
  • Monitoring and driving team performance to ensure KPI's are achieved on a daily, weekly and monthly basis.
  • Training new intake groups on customer service and early collections.
  • Analysing calls and providing feedback to ensure all agents remain compliant.
  • Working on customer complaints to ensure resolution prior to the complaint reaching 8 weeks.
  • Completing manager call backs.
  • Assisting with the preparation of weekly and monthly team schedules.
  • Contacting customers who are in severe financial difficulties, completing and reviewing income and expenditure forms and ensuring payment plans are set up that are suitable for the customer while not allowing any financial detriment.
  • Using Power BI to gather insights into areas in which improvement was required.
  • Received additional 'Billing Pro' training to enhancing my skills enabling me to support my peers with any billing issues.
  • Understanding of the Debt Management Process.
  • Investigating and resolving customer complaints or complex account queries promptly.
  • Attained customer satisfaction levels with prompt query resolution.
  • Facilitated mentoring programme to foster personal growth.
  • Increased efficiency with regular team meetings and feedback sessions.
  • Developed comprehensive training sessions for enhanced team skills.
  • Coached team members through new or difficult workflows.
  • Supported the team to overcome new challenges by forecasting knowledge and skills gaps.

Customer Service Advisor

Sigma Connected LTD
WFH
11.2021 - 04.2023
  • Working on campaigns for Shell Energy and BNP Parabis as aCustomer Service Agent, managing a high volume of calls per day.
  • Communicating with customers via inbound calls, outbound calls, emails and SMS.
  • Understanding of the TEXAS model, affordability, and vulnerability
  • Taking payments over the phone and discussing the management of finance agreements.
  • First point of contact for customer services, dealing with questions and enquiries over the phone and Via Email.
  • Investigation and resolving customer complaints/Issues, and concerns promptly.
  • Working closely with the wider campaign, liaising with other departments to ensure customer satisfaction.
  • Improved customer satisfaction by promptly addressing queries and complaints.
  • Guided customers through thetroubleshooting process with patience and clarity.
  • Responded to difficult situations calmly, gained trust of aggrieved customers.
  • Logged customer complaints accurately, expedited corrective actions effectively.
  • Built rapport with clients through empathetic handling of concerns.

Administrative Assistant

Grace Recycling (MCR) LTD
Stacksteads
10.2018 - 02.2020
  • Organise and proofread export documentation to ensure timely container delivery to different regions of the world.
  • Maintaining a system for tracking orders to ensure effective organisation.
  • Answering direct enquiries via telephone and email.
  • Managing financial records, invoices and tracking deliveries to ensure accurate invoicing at all times.
  • Knowledge of QuickBooks.
  • Providing administrative support to streamline logistics and delivery operations.
  • Interacted professionally with clients providing excellent service at all times.
  • Performed bookkeeping tasks, including invoicing and expense tracking.
  • Managed front desk duties to ensure smooth operation of reception area.
  • Arranged filing systems for easy use and retrieval by personnel.
  • Contributed to team effort by accomplishing related results as needed.
  • Maintained stock levels to avoid shortages in office supplies.
  • Supported staff with administrative needs for photocopying, faxing and filing.
  • Examined, scanned and input documents in software system.

Pattern Cutter/ Sample Sewing Machinist

Mogro Ltd
Stacksteads, Suffolk
05.2018 - 08.2018
  • Creating and modifying patterns to specific requirements laid out on technical diagrams and from constructed garments.
  • Ensuring patterns are accurate and making any necessary adjustments in readiness for the sewing of samples.
  • Always ensuring the highest of quality for each garment whilst adhering to tight deadlines.
  • Researching the most effective fabrics ensuring I was working to industry trends.
  • Reduced material waste through strategic planning and efficient cut layouts.
  • Demonstrated strong hand-eye coordination skills for intricate designs execution on various materials.
  • Followed blueprints accurately for desired end results in projects undertaken.
  • Monitored raw material stock levels to maintain adequate quantity for production and eliminate downtime.

Community Care Assistant

Community Care Services
Rossendale
11.2017 - 05.2018
  • Ensuring detailed reports of the care visits.
  • Safeguarding.
  • Ensured patient dignity during personal care tasks, promoting self-esteem and respect amongst clients.
  • Offered emotional support in difficult times leading to improved mental wellbeing of patients.
  • Established rapport with clients through empathetic communication, building trust and cooperation.
  • Performed household duties such as cleaning, laundry and shopping to maintain a comfortable living environment for clients.
  • Completed paperwork accurately on time to ensure proper record keeping for each client's health status.
  • Assisted with personal care needs, improving client comfort and hygiene.
  • Prepared and served healthy, nutritious meals, taking into account any special dietary needs and personal preferences.
  • Administered oral and topical medication following instructions from medical personnel.
  • Contributed to specialised care for people with dementia, re-enablement or people with continence difficulties.
  • Built meaningful rapport with service users with range of conditions.

Sales Administration / Receptionist

Allan Andrews Ltd
Bacup
10.2011 - 04.2012
  • First point of contact for customer enquiries via telephone and email.
  • Preparation and delivery of quotes to customers tailored to their specific requirements.
  • Co-ordinating with the logistics team for order delivery.
  • Building and maintaining excellent relationships with customers.
  • Addressing any concerns and resolving these as quickly as possible in a timely and professional manner.
  • Use of excel to document enquiries, track interactions, follow up on quotes and pending orders.
  • Filed documents systematically, improving ease of access to critical information.
  • Maintained immaculate reception area, creating a welcoming environment for visitors.
  • Liaised with suppliers to order essential office supplies timely and cost-effectively.
  • Handled telephone calls with professionalism, assisting callers efficiently and courteously.

Call Center Operative / Receptionist

DLN Group
Waterfoot
06.2010 - 03.2011
  • Dealing with retailers taking orders and answering general enquiries via telephone.
  • Keeping up to date with industry trends.
  • Resolving any issues with courier companies.
  • Dealing with initial complaints.
  • Greeting customers in office on reception, sorting post and ensuring the reception area was always maintained to a high standard.

Administration Assistant / Receptionist

B & E Boys Ltd
Waterfoot
09.2009 - 06.2010
  • Reception and administration duties for a construction company.
  • Answering the telephone.
  • Completing and issuing quotes.
  • Maintaining stationary orders.
  • First point of contact for customers and clients via telephone.

Administration Assistant / Receptionist

Rubitex Ltd
Manchester, Manchester
05.2002 - 08.2009
  • Reception and administration duties for 3 companies. Duties included:
  • Greeting customers in office.
  • Ensuring the office was run to a high standard.
  • Typing up letters dictated letters ensuring I met tight deadlines.
  • In charge of invoicing using QuickBooks.
  • Arranging carrier deliveries and collections.
  • Managed incoming calls, ensured effective communication channels.
  • Facilitated smooth running of daily operations through diligent calendar management.
  • Performed general clerical duties as required, contributed to overall operational efficiency.
  • Fostered a collaborative environment by assisting colleagues with administrative tasks.
  • Responded to telephone enquiries from clients, vendors and members of public.
  • Greeted customers promptly and professionally, providing friendly, knowledgeable assistance.
  • Managed customer orders and invoices to reduce financial discrepancies.

Education

Bachelor of Science - BSc (HONS) Clothing Product Development

Manchester Metropolitan University
Manchester
06.2000

Some College (No Degree) - BEng Women Into Technology

Burnley College
Burnley
06.1997

Skills

  • Resilience in stressful situations
  • Constructive criticism
  • Employee training
  • Empathy and compassion
  • Microsoft Office proficiency
  • Microsoft Excel
  • Training and Development
  • Escalated complaint handling
  • Report-writing
  • Task prioritising
  • Team building coordination
  • Team supervision
  • Employee training and development
  • Employee coaching and mentorship
  • Quality assurance checks

Timeline

Deputy Team Leader

Sigma Connected LTD
04.2023 - 08.2025

Customer Service Advisor

Sigma Connected LTD
11.2021 - 04.2023

Administrative Assistant

Grace Recycling (MCR) LTD
10.2018 - 02.2020

Pattern Cutter/ Sample Sewing Machinist

Mogro Ltd
05.2018 - 08.2018

Community Care Assistant

Community Care Services
11.2017 - 05.2018

Sales Administration / Receptionist

Allan Andrews Ltd
10.2011 - 04.2012

Call Center Operative / Receptionist

DLN Group
06.2010 - 03.2011

Administration Assistant / Receptionist

B & E Boys Ltd
09.2009 - 06.2010

Administration Assistant / Receptionist

Rubitex Ltd
05.2002 - 08.2009

Bachelor of Science - BSc (HONS) Clothing Product Development

Manchester Metropolitan University

Some College (No Degree) - BEng Women Into Technology

Burnley College

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Joanne Riley