Laura Reilly

• Managed appointment system to minimise waiting times and meet contractual delivery dates.
• Coordinated work-region dispatch for telecoms field teams, ensuring efficient communication as single point of contact.
• Arrived engineers at sites for scheduled appointments while maintaining customer service levels.
• Communicated with customers, updating on delays and next steps clearly.
• Resolved customer queries promptly, leveraging experience to diffuse service issues with empathy and targeted solutions.
• Liaised with escalation teams and directors' office to resolve customer issues quickly.
• Updated work schedules to prioritise engineering visits according to demand.
• Responded to incoming calls from customers, providing assistance and information. with prompt, professional responses for customers.
• Managed high-volume email correspondence, responding within agreed timeframes.
• Served as point of contact for internal and external stakeholders.
• Managed shared team inboxes, forwarding correspondence promptly to relevant teams.
• Collaborated with teams to meet shared targets and goals, enhancing overall service delivery.

• Prioritised Allocation of Customer engineering visits within busy regional control to sustain operational flow and meet service delivery targets.
• Making customer appointments and resolving complaints, booking revisits in timely professional manner.
• Coached team members through new or difficult processes and
  Coordinated daily tasks, ensuring smooth workflow within the team
• Supported team to overcome new challenges by forecasting knowledge and skills gaps.
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• Answered calls with respect, friendliness, listened, supported and guided customers through their questions from simple queries to complex complaints.

• Worked flexible hours, covering nights, weekends and bank holidays.

• Dealt with all calls within timeframes and kept records updated accurately.

• Conducted regular performance reviews to identify areas of improvement for each team member.

• Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.

• Supervised day-to-day store activities for up to 80 staff members at peak.
• Planned and organised daily store routines for a multi million pound site.
• Managed business staffing and training to build a customer-focused team.
• Handled daily cash management procedures to keep transactions accurate.
• Coordinated continuous improvements by sharing product and customer experience feedback.
• Maintained compliance with internal controls, industry regulations, and health and safety.
• Resolved customer complaints to protect overall brand perception.