Summary
Overview
Work history
Education
Skills
Timeline
Generic

Lorraine Morgan

Warrington,Cheshire

Summary

Skilled Building & Customer Service Manager committed to improving customer satisfaction and quality standards. Adept at managing reception/cleaning teams. Well organised and precise with excellent multitasking skills and sound judgement. Strongly committed to service excellence, client satisfaction and team collaboration.

Overview

24
24
years of professional experience
2
2
years of post-secondary education

Work history

Customer Service Manager

EMCOR UK
Warrington, Cheshire
12.2012 - Current
  • Led and managed reception and cleaning staff to meet customer needs and achieve 5 star customer service, maintaining smooth daily operations
  • Reviewed processes and practices regularly to achieve business goals, undertaking regular building auditing, SOR's, PPMs, working towards KPIs
  • Implemented performance development programmes to enhance staff capabilities and satisfaction.
  • Delivered feedback constructively to enhance staff performance and undertook appraisals.
  • Documented audit data via IAuditor to complete accurate monthly reports.
  • Took ownership of client issues and followed through to resolution using front line communication skills dealing direct with customer.
  • Improved customer service experiences to facilitate organic growth and loyalty.
  • Recruited reception and cleaning staff and mentored in company policies and best practices.
  • Performed best practices and quality standards to comply with occupational health and safety procedures.
  • Regularly liaised and communicated with building users/stakeholders, acting as principal point of contact for guidance.
  • Responded to building emergencies and managed facilities, repairs etc.
  • Completed detailed inspection audits on specified timeframe to promote satisfaction and safety.
  • Communicated well with Fabric, Help Desk, Maintenance and SLT across site.

Office Manager

Laser Car Alarms
Runcorn, Cheshire
01.2000 - 01.2010
  • Managed call centre employees, admin staff, credit control office.
  • Oversaw office budget, liaising directly with Accountants and dealt with payroll.
  • Oversaw office inventory ordering, requisitions and stocking.
  • Reviewed timesheets and administered employee entitlements with excellent HR knowledge.
  • Arranged meeting diaries, corporate events and conferences.
  • Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving.
  • Recruited and hired qualified candidates for vacant and new positions.
  • Managed costs and billing, resolving financial discrepancies effectively through organisational management of account information.
  • Handled conflicts and complaints with strong problem-solving and mediation skills.

Education

Private Secretary's Diploma - Secretarial and Business Studies

Halton College of FE
Widnes
09.1987 - 06.1989

Skills

  • Background in Customer Service, Secretarial/PA, Admin
  • Staff education and training
  • Effective problem solver
  • MS Office proficiency
  • Employee management
  • Exceptional interpersonal communication
  • Complaint resolution
  • Adherence to high customer service standards
  • Staff recruitment and retention
  • Front of house rostering
  • Detail orientated
  • Patience, attentivness, empathy, body language intuitive
  • COSHH compliant
  • Covid-19 cleaning standards
  • Fire safety equipment
  • Building maintenance
  • Evacuation procedures
  • Safety audit procedures
  • Facilities maintenance
  • Landscaping and groundskeeping

Timeline

Customer Service Manager

EMCOR UK
12.2012 - Current

Office Manager

Laser Car Alarms
01.2000 - 01.2010

Private Secretary's Diploma - Secretarial and Business Studies

Halton College of FE
09.1987 - 06.1989

Similar Profiles

Create profile
Lorraine Morgan