Lucy Goodill
Southampton,Hampshire
Summary
Organised Team Leader with 27 years of experience in driving team success and achieving organisational goals. Proven communicator, trainer, and mentor with strong problem-solving and conflict resolution skills. Adaptable and driven, with a demonstrated ability to foster collaboration and enhance team performance.
Overview
28
28
years of professional experience
1
1
Certification
Work history
Team Leader
Carnival UK
Southampton, Hampshire
1999.03 - Current
- Encouraged open communication, fostering a positive work culture.
- Provided comprehensive onboarding training to reduce learning curve for new hires.
- Resolved conflicts effectively, promoting harmony within the workforce.
- Conducted regular performance reviews to identify areas of improvement for each team member.
- Handled employee grievances professionally, minimising potential workplace disputes.
- Negotiated successful outcomes in challenging scenarios, demonstrating strong problem-solving skills.
- Fostered a high-performing environment to drive productivity and quality.
- Improved customer satisfaction through close collaboration with the team.
- Coached team members through new or difficult workflows.
- Trained staff to resolve complaints appropriately to maintain customer satisfaction.
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
- Fostered positive employee relationships through communication, training and coaching.
- Led performance reviews and tailored employee feedback to facilitate professional development.
- Upskilled team members by planning and delivering training workshops.
- Resolved employee relations issues and navigated disciplinary proceedings.
- Led team of 15 to achieve KPI targets and successfully complete assigned projects.
- Monitored calls daily, provided constructive feedback to agents on their performance metrics.
- Conducted performance reviews with team members, provided feedback on areas of improvement.
- Worked closely with management, relayed frontline feedback for policy improvements.
- Implemented changes in operational procedures to increase productivity levels.
- Fostered a positive work environment, motivated team members towards achieving targets.
Senior Cruise Advisor
Carnial UK
London, London
1998.08 - 1999.03
- Mastered multi-tasking in fast-paced environment, increased work capacity.
- Demonstrated empathy towards customers, promoted positive brand image.
- Contributed ideas in team meetings, fostered innovation culture.
- Delivered accurate product information for enhanced customer experience.
- Adapted swiftly to new software tools to enhance productivity.
- Resolved complex customer queries, improved service quality.
- Adhered strictly to company policies whilst handling customer data.
- Handled customer queries focused on first-call resolution.
- Achieved daily performance targets, aiding department progression towards sales goals.
- Built positive customer rapport through friendly, professional communication.
Education
A-Levels -
Frances Bardsley School for Girls
Romford, HaveringSkills
- Leadership proficiency
- Tolerance and patience
- Communication excellence
- Crisis handling acumen
- Training and Development
- Escalated complaint handling
- Customer relationship management
- KPI management
Affiliations
- Singing
- Walking
Certification
Train The Trainer qualification
Enhanced Leadership qualification
Timeline
Team Leader
Carnival UK
1999.03 - Current
Senior Cruise Advisor
Carnial UK
1998.08 - 1999.03
A-Levels -
Frances Bardsley School for Girls