Leon Smith
Ipswich,Suffolk
Summary
Team Leader in Service Delivery with a proven track record of enhancing team performance and driving operational improvements. Successfully led initiatives that streamlined processes, increased customer satisfaction, and reduced service delivery times. Recognized for fostering collaboration and implementing innovative solutions aligned with business objectives.
Overview
24
24
years of professional experience
5
5
years of post-secondary education
Work history
Team leader - service delivery
Giacom
Ipswich, Suffolk
04.2007 - Current
- Monitored performance metrics to ensure adherence to set standards of service quality.
- Fostered a culture of continuous improvement within the team through regular feedback sessions.
- Utilised advanced technology tools to streamline processes and boost productivity levels.
- Motivate team members towards achieving individual and collective targets by setting clear expectations.
- Assisted in recruitment activities by interviewing potential candidates for the team.
- Implemented changes in operational procedures for increased efficiency in service delivery.
- Developed effective training programmes for new team members, enhancing performance levels.
- Streamlined processes for improved productivity and service quality.
- Resolved conflicts within the team swiftly, promoting harmonious work environment.
- Assisted with service design and supported implementation of new services.
- Monitored call lists, ensuring all calls were handled in accordance with service standards.
- Motivated team members towards achieving individual and collective targets by setting clear expectations.
Customer service advisor
Phones 4 U
Ipswich, Suffolk
01.2005 - 04.2007
- Assisted customers with varying questions using product knowledge and service expertise.
- Processed inbound customer calls, providing information on service or product upgrades
- Upsold new products and accessories to customers, capturing significant increases in add-on sales.
- Advised customers in-store on service-related queries and solutions.
- Resolved customer complaints, ensuring satisfaction and retention.
- Shared general handset knowledge to guide purchase decisions.
- Connected contract phones across all network providers from EE to Vodafone
Trainee Heating Engineer
M J Tricker
Ipswich, Suffolk
02.2002 - 11.2004
- Upgraded older heating systems for improved energy-efficiency and cost-effectiveness.
- Liaised with suppliers for procurement of high-quality parts and equipment.
- Offered valuable advice on maintaining heating efficiency during consultation visits.
- Ensured customer satisfaction with timely and efficient repairs.
Education
GCSEs -
Holywells High School
Ipswich, Suffolk 09.1993 - 09.1998
Skills
- Time management mastery
- Performance metrics analysis
- SLA compliance assurance
- Constructive feedback
- Compliance standards awareness
- Performance monitoring methods
- KPI tracking and interpretation
- Workload prioritisation techniques
- Resilience and stamina
- Motivational leadership style
- Service delivery management
- Client Relationship Management
- Working with KPIs
- KPI tracking
Affiliations
- Mountain biking, MMA ,Hiking , The Gym,
References
References available upon request.
Timeline
Team leader - service delivery
Giacom
04.2007 - Current
Customer service advisor
Phones 4 U
01.2005 - 04.2007
Trainee Heating Engineer
M J Tricker
02.2002 - 11.2004
GCSEs -
Holywells High School
09.1993 - 09.1998