Kerry Saunders

• Support and mentor a team of Customer Service Advisors, ensuring adherence to company standards and excellent call handling.
• Create and deliver training, along with continuous coaching, to new and existing staff, focusing on call handling, quality assurance, and performance improvement.
• Develop and implement call scripts and quality evaluation criteria to align with business needs and quality standards.
• Conduct regular call quality reviews, providing actionable feedback for performance improvement.
• Manage customer care inbox and incoming post, prioritising and delegating queries for timely resolution.
• Boosted department efficiency by streamlining operational processes.
• Collaborate with other departments to resolve issues and ensure smooth operational workflows.
• Arrange translation services for non-English speaking and BSL customers, ensuring clear communication for appointments.
• Oversee NHS team's quality assurance, checking e-RS referrals are actioned correctly, ensuring compliance with healthcare standards, and prepare for IQIPS inspections.
• Maintain and update operations manual in collaboration with professional services, ensuring accurate supporting documentation.
• Manage team rotas, workload distribution, and ensure consistent achievement of targets and KPIs.
• Conduct one-to-one meetings, disciplinary actions, and performance reviews to maintain team morale and performance.
• Act as key holder, ensuring security and safety protocols at the head office.
• Oversee staff clearance processes, checking stock and equipment returned, ensuring HR policy compliance.
• Assisted Area and Regional Managers in supporting branches to ensure correct appointment bookings and operational efficiency.

• Participated in a comprehensive training program designed to equip new trainers with essential skills in call centre operations, safety protocols, and instructional techniques.

• Engaged in hands-on learning experiences to prepare for delivering training sessions to call centre advisers, focusing on customer service excellence and communication skills.

• Collaborated with experienced trainers to observe best practices and support training initiatives, contributing to a positive and effective learning environment.

• Assisted in the development of training materials and resources tailored for call centre advisers to enhance their performance and customer interactions.

Team Leader Responsibilities:

• Lead a team of 15 agents to be top performing of the campaign.

• Set clear team goals and KPIs

• Oversaw day-to-day teams operation and performance

• Delivered regular performance evaluation

• Created a healthy and motivating remote work atmosphere

• Communicate with team about their performance

• Discovered training needs and provided direction, guidance and coaching

• Developed documents and resources to assist agents

• Listened to team members' feedback and resolved any issues or conflicts

• Monitories and provided feedback on call quality and average handling time

• Delivered regular updates and changes quickly and appropriately to ensure agents are up to date with the frequent, fast paced changes within their job role

• Covered SDM duties when required.

Trainer Responsibilities:

• Trained groups of up to 25 of new agents.

• Provided training to new agents remotely, including health and safety, data protection, equality, diversity and inclusion, effective communication and job role specifics.

• Certified by the NHS to deliver training content.

• Delivered assessments as well as marking and providing prompt feedback to trainees.

• Assisted with the setup of remote desktops and online portals.

• Trained by Quality Assurance

• Provided services last minute within a fast paced and constantly changing environment.

• Maintained updated records of training curricula and material.

• Conducted role-playing activities to develop interpersonal skills.

• Documented and maintained a record of data of attendance, behaviours and assessment scores of trainees

• Taking inbound calls providing advice, guidance and support in accordance with company policies and procedures.

• Booked appointments using personal and special category data ensuring strict confidentiality.

• Ensured the timely and accurate recording of information through multiple online service portals.

• Assisted with team leading during shifts.

• Created documents to advise others of the process and procedures relating to the job role.

• Provided training and support to colleagues.

• Assisted with note taking during meetings and disciplinaries.

• Reporting progress to business owners.

• Managing expenditure & labour placement/allocation.

• Managing a team on site of up to 4 people over multiple projects.

• Submitting time sheets for payroll.

• Material take-offs.

• Organising deliveries.

• Stock taking.

• Quality control of works.

• Liaising with clients & other contractors.

• Liaising with the end-users (often members of the public) with regards to complaints, snagging or extra works they would like.

• Attending site/project/design meetings.

• Provided support and knowledge to fulfil customer needs.

• Assisted with sales.

• Stocked and tidied shelves.

• Picked and packed deliveries for online orders.

• Worked efficiently, at a fast pace to cater for the additional seasonal demand.

• Operated cash register

• Cash management - banking and reconciling tills and safe.

• Audited refunds and safety forms.

• Filed documentation.

• Cleared backlogs of orders, booked in stock and maintained the stock file.

• Ordered essentials for the store and uniforms for colleagues.

• Answered phone calls and responded to emails.

• Maintained the shop floor, planogramming and putting out stock from deliveries.

• Addressed and resolved customer needs, queries and complaints quickly.

• Ensured customers had a good experience.

• Topped up oil, fit bulbs and wiper blades onto cars.

• Hardwired dash cams into cars.

• Carried out windscreen chip repairs.

• Fit child seats into cars, safe and legally.

• Provided excellent technical support.

• Explained products and benefits.

• Operated the cash register.

• Organise daily play and art activities in the playroom or at the bedside.

• Provide play to achieve developmental goals.

• Help children master and cope with anxieties and feelings.

• Support families and siblings.

• Encourage peer group friendships to develop.

• Organise parties and special events.