Matthew Flanagan
Halesowen,birm
Summary
Accomplished professional with expertise in building operational procedures, time-management, and data analysis. Demonstrates strong leadership skills and process optimisation capabilities, ensuring outstanding customer service and regulatory compliance. Adept at analytical thinking, HR policies and procedures, and working to KPIs including performance and absence management. Committed to driving organisational success through strategic planning and continuous improvement.
Overview
13
13
years of professional experience
Work History
Customer manager - Control Tower
Automobile Association
Oldbury, Sandwell
02.2023 - Current
- Led and managed staff to maintain smooth daily operations.
- Improved brand image through the provision of exemplary customer service.
- Successfully delivered on tasks within tight deadlines.
- Conducted research and gathered information from multiple sources to present clear results.
- Oversaw daily operations to achieve high productivity levels.
- Managed teams by overseeing hiring, training and professional growth of employees.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Fostered an environment that encouraged open communication amongst team members, boosting morale and productivity.
- Established clear budgets and cost controls strategies to meet objectives.
- Streamlined processes to improve and optimise office operations.
- Conducted regular performance reviews, ensuring a high standard of departmental performance.
- Handled negotiations with outside vendors and service agencies to meet company needs and targets.
- Delivered high-quality results within budget and timeframe targets.
- Applied critical thinking to analyse problems, evaluate solutions and select best decisions.
Team Leader - Emergency Breakdown
Automobile Association
Oldbury, Sandwell
01.2020 - 02.2023
- Handled employee grievances professionally, minimising potential workplace disputes.
- Led team of 15 to achieve KPI targets and successfully complete assigned projects.
- Ensured adherence to company policy by all team members, maintaining professionalism at all times.
- Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
- Resolved employee relations issues and navigated disciplinary proceedings.
- Coordinated daily tasks, ensuring smooth workflow within the team.
- Improved customer satisfaction through close collaboration with the team.
- Supported new hires through onboarding process for speedy and successful training.
- Prioritised tasks according to urgency and importance, optimising workload allocation among team members.
- Negotiated successful outcomes in challenging scenarios, demonstrating strong problem-solving skills.
- Reduced staff turnover with an effective motivation strategy.
Customer support specialist
Automobile Association
Oldbury, Sandwell
11.2016 - 01.2020
- Employed active listening and product expertise to successfully resolve inbound queries.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Ensured continual development of staff through ongoing coaching sessions.
- Analysed employees' strengths and weaknesses for targeted coaching interventions.
Customer advisor
Automobile Association
Oldbury, Sandwell
08.2012 - 11.2016
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Maintained high-level product knowledge for accurate advice and recommendations.
- Identified and effectively resolved customer issues, consistently meeting call time targets.
Education
GCSEs - GCSE Mathematics (Grade B) GCSE English Language (Grade C) BTEC English (Merit)
Windsor High School and Sixth Form
Halesowen, DudleyA-Levels - Business
Halesowen College
Halesowen, DudleyNVQ Level 2 - Customer Service
Sandwell Academy
West Bromwich, SandwellNVQ Level 5 - Operations or Departmental manager
Remit
Skills
- Building operational procedures
- Time-management
- Data analysis
- Leadership skills
- Process optimisation
- Outstanding customer service
- Regulatory compliance
- Analytical-thinking
- HR policies and procedures
- Working to KPIs including performance and absence management
Timeline
Customer manager - Control Tower
Automobile Association
02.2023 - Current
Team Leader - Emergency Breakdown
Automobile Association
01.2020 - 02.2023
Customer support specialist
Automobile Association
11.2016 - 01.2020
Customer advisor
Automobile Association
08.2012 - 11.2016
GCSEs - GCSE Mathematics (Grade B) GCSE English Language (Grade C) BTEC English (Merit)
Windsor High School and Sixth Form
A-Levels - Business
Halesowen College
NVQ Level 2 - Customer Service
Sandwell Academy
NVQ Level 5 - Operations or Departmental manager
Remit
Similar Profiles
Jamal KirkJamal Kirk
Lead Member Service Counselor at American Automobile Association (AAA)Lead Member Service Counselor at American Automobile Association (AAA)
PJ RossiPJ Rossi
Executive Director, HR Privacy, Compliance, Governance & EEO/AA Management at UNITED STATES AUTOMOBILE ASSOCIATION (USAA)Executive Director, HR Privacy, Compliance, Governance & EEO/AA Management at UNITED STATES AUTOMOBILE ASSOCIATION (USAA)
Sofia PetteSofia Pette
Customer Care Consultant at New Zealand Automobile AssociationCustomer Care Consultant at New Zealand Automobile Association