Lee Prescot
Team Manager
Walton,Merseyside
Summary
Accomplished professional with a strong focus on leadership excellence and mentoring expertise. Demonstrates a proven ability to develop and implement effective performance metrics and policy development strategies. Skilled in talent development, staff motivation, and ensuring compliance with industry standards. Committed to fostering an environment that promotes growth and success, with a career goal of advancing organisational effectiveness through innovative leadership.
Overview
17
17
years of professional experience
7
7
years of post-secondary education
Work history
O2 Payment Management Team Manager
Capita Customer Management
Runcorn, Halton
11.2020 - Current
- Focus on business objectives and understand the importance of achieving internal and external service levels.
- Managed a team consisting of 25 advisors.
- Use management information to understand quality issues and KPI's are met.
- Ensure coaching targets are achieved and establish personal improvement plans to address any development or improvement opportunities.
- Ability to work in high pressure environment, managing operational deliverables and meeting targets.
- Encouraged open dialogue amongst employees for better problem-solving ability.
- Ensured adherence to company policies, resulting in fewer discrepancies and conflicts.
- Fostered a positive work environment through effective communication and conflict resolution tactics.
First Group Team Manager
Capita Customer Management
Runcorn, Halton
07.2016 - 10.2020
- Focus on business objectives and understand the importance of achieving internal and external service levels.
- Managed a team consisting of 18 advisors
- Use management information to understand quality issues and KPI's are met.
- Ensure coaching targets are achieved and establish personal improvement plans to address any development or improvement opportunities.
- Ability to work in high pressure environment, managing operational deliverables and meeting targets.
- Encouraged open dialogue amongst employees for better problem-solving ability.
- Ensured adherence to company policies, resulting in fewer discrepancies and conflicts.
- Fostered a positive work environment through effective communication and conflict resolution tactics.
National Trust Development Team Lead
Capita Customer Management
Kirkby, Knowsley
12.2014 - 07.2016
- Focus on business objectives and understand the importance of achieving internal and external service levels.
- Managed a team consisting of up to 18 advisors.
- Use management information to understand quality issues and KPI's are met.
- Ensure coaching targets are achieved and establish personal improvement plans to address any development or improvement opportunities.
- Ability to work in high pressure environment, managing operational deliverables and meeting targets.
- Encouraged open dialogue amongst employees for better problem-solving ability.
- Ensured adherence to company policies, resulting in fewer discrepancies and conflicts.
- Fostered a positive work environment through effective communication and conflict resolution tactics.
National Trust Customer service advisor
Capita Customer Management
Kirkby, Knowsley
01.2011 - 07.2016
- Strengthened client relationships with clear communication and problem-solving skills.
- Coordinated with other teams to resolve multi-faceted client problems swiftly.
- Optimised resource allocation during peak hours, prevented long wait times for callers.
- Logged customer complaints accurately, expedited corrective actions effectively.
National Trust Customer service advisor
Vertex
Kirkby, Knowsley
11.2008 - 01.2011
- Improved customer satisfaction by promptly addressing queries and complaints.
- Assisted customers in product selection to boost sales.
- Participated in conflict resolution sessions for better team cooperation.
- Resolved pressing customer issues, ensured repeat business.
Education
GCSEs -
Archbishop Beck High School
Liverpool 09.1997 - 07.2004
Skills
- Leadership excellence
- Mentoring expertise
- Performance metrics
- Policy development
- Talent development
- Staff motivation
- Compliance standards
Timeline
O2 Payment Management Team Manager
Capita Customer Management
11.2020 - Current
First Group Team Manager
Capita Customer Management
07.2016 - 10.2020
National Trust Development Team Lead
Capita Customer Management
12.2014 - 07.2016
National Trust Customer service advisor
Capita Customer Management
01.2011 - 07.2016
National Trust Customer service advisor
Vertex
11.2008 - 01.2011
GCSEs -
Archbishop Beck High School
09.1997 - 07.2004
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