Michael Langabeer
Plymouth,Devon
Summary
Polite and professional person with strong communication and multitasking skills. Experienced in resolving customer complaints within company guidelines and using own initiative. Implements customer follow-up to uphold service standards and guarantee customer satisfaction. Dedicated Team Leader promoting quality assurance, issue resolution and interpersonal communication skills. Bilingual and proficient at troubleshooting and supervising talented teams. Seeking similar position in retail management. Hard-working Team Leader with many years of experience in the office environment. Analyses KPIs and implements service enhancements. Engaging and motivational leader, skilled at training and coaching high-performing employees. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
Work History
Customer Experience Advisor
Royal Mail
Plymouth
05.2017 - Current
- Managed high-volume customer queries simultaneously through effective multitasking.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Offered detailed advice on product and service benefits.
- Adhered strictly to policies and procedures for continued company compliance.
- Offered prompt solutions to maintain customer satisfaction.
- Established positive relationships with colleagues by going extra mile to build rapport.
- Participated in staff meetings to discuss new developments.
- Liaised with team to develop strategies in improving customer experience.
- Coached and trained team members to increase productivity and growth.
- Assisted manager in implementing and updating procedures to sustain quality standards.
Office Controller
Taxifirst Ltd
Plymouth
09.2012 - 10.2016
- Oversaw accounting, payroll and financial reports to support daily functions.
- Used computer software and applications to identify and track driver movements & customer bookings.
- Collaborated with team to ensure standards are met with new & existing customer.
- Completed safe journeys by applying defensive driving techniques and complying with Highway Code.
- Answered calls efficiently and professionally, gathering accurate booking information to ensure appropriate taxi dispatch.
- Communicated regularly with drivers, updating software system to ensure accurate alignment between jobs.
- Processed advanced and specialist bookings effectively and efficiently, updating diaries with necessary information.
- Ensured smooth-running, timely dispatch of customer jobs through [Action] for faultless service ratings.
- Made time-sensitive decisions to keep transport services running on-time and meet objectives.
Team Leader
Mecca Bingo Ltd
Plymouth
02.2008 - 09.2012
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
- Fostered positive employee relationships through communication, training and coaching.
- Resolved employee relations issues and navigated disciplinary proceedings.
- Reported all accidents, near miss incidents and work-related ill health conditions to supervisor.
- Ordered office supplies and researched new deals and suppliers.
- Called maintenance team to perform repairs and inspections on office equipment.
- Established safe and secure dining environment with strong sanitation standards.
- Liaised with fire risk assessors on specialist surveys, ensuring swift identification and implementation of appropriate remedial action.
- Input new payroll data manually into computer system.
- Maintained company Rota for all staff.
Education
City & Guilds Carpentry & Joinery - Carpentry & Joinery
/2004 - /2008
NVQ Level 3 - Business Management
/2009 - /2011
Skills
- Lead management
- Excel proficiency
- SMART goal setting
- Coaching leadership
- Team supervision
- Team development strategies
- Employee performance reviews
- Employee coaching and mentorship
Timeline
Customer Experience Advisor - Royal Mail
05.2017 - Current
Office Controller - Taxifirst Ltd
09.2012 - 10.2016
Team Leader - Mecca Bingo Ltd
02.2008 - 09.2012
PSE - City & Guilds Carpentry & Joinery , Carpentry & Joinery
/2004 - /2008
Achievement Training - NVQ Level 3, Business Management
/2009 - /2011
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