Paul Groves
Edlington
Summary
Dependable professional with 10+ years in team management and customer service roles. Skilled in adapting to various work settings and fostering positive team dynamics. Strong communication abilities support both collaborative and independent efforts. Motivated to excel and contribute to organizational success.
Overview
27
27
years of professional experience
4
4
years of post-secondary education
Work history
Customer Service Team Manager
Capita
03.2010 - 01.2022
- My role involves managing, coaching and developing a team of customer experience agents who in turn handle customer service enquires on behalf of a Capita client. This involved chairing regular team meetings, coaching and 1-2-1 sessions to guide and help the agents identify their own improvement areas and objectives. I also monitored calls and gave any required feedback and coaching to enable further development. An integral part was to also monitor and manage attendance levels and chair any investigations and disciplinary meetings when required. I also dealt with any escalation and customer manager calls to give further assistance when needed. As a manager, I also offered emotional support to my team, not only with work requirements but also with personal issues as this also helped to maximise attendance levels and sustain business contractual agreements.
Service Delivery Analyst
Ventura UK
09.2007 - 02.2010
- My role involved managing service levels across several contact centres by analysing agent schedules and activities in order to meet contractual agreements. This involves producing call reforecast reports based on historical call trends to highlight any possible areas of concern. I also monitor staffing levels, reschedule agent breaks/lunches, optimise agent activities and suggest possible shift realignments to more productive times. I also liaise with clients and operations on daily conference calls to inform of any possible outcome and solutions.
Real Time Analyst
Ventura UK
04.1999 - 08.2007
- My role involved constantly observing inbound and outbound call traffic in order to maximise available resources to attain the highest possible service levels. I was also responsible for managing staffing levels to ensure the most cost-effective use including holiday and sickness levels. I also produced daily reports to highlight the cause of non-achievement of service levels utilising lucent supervisor technology.
Customer Service Advisor
BT Telemarketing
09.1997 - 12.1999
- Having been trained in a high quality business environment my role involved answering calls, liaising between customers and sales advisors, solving customer complaints and general customer service enquiries.
Customer Service Advisor
Ventura UK
01.1999 - 03.1999
- My role involved answering customer service queries on behalf of four different 'Gas brand' clients. These involved, billing problems, gas meter problems, payment problems, reporting gas leaks and dealing with general customer service queries.
Technician
Bridon International LTD
Doncaster
01.1997 - 09.1997
- Employed as a technician within the Technical Centre Mechanical Test Laboratory. Position involved the day to day running of the laboratory and liaising with customers directly regarding the testing of wire and wire ropes according to company specifications. Also including contract work, calibration of equipment/machines and ordering of equipment. I was also involved in the manufacture of composite strand and the use of resins.
Post Room Assistant
Bridon International LTD
Doncaster
02.1995 - 01.1997
- Employed as Post Room Assistant. Position involved sorting and distributing incoming and outgoing mail, taking deliveries organising world-wide couriers and general administrative duties.
Education
GCSE - English, Maths, Business Studies, Art & Design, Drama, Science, French
Edlington Comprehensive School
01.1988 - 04.1992
Skills
- Reliable, professional, honest, pleasant manner, adaptable and approachable I also hold a full clean UK driving license and first aid trained
REFERENCES
- Tracey, Starbuck, Operations Manager, Tracey.Starbuck@capita.com, 07515331118, Capita
- Daniel, West, Operations Manager, Daniel.West@capita.com, 07753440333, Capita
- Jo, Harrison, Operations Manager, Joanne.Harrison@capita.com, 07711780059, Capita
INTERESTS AND ACTIVITIES
I love to spend quality time with my family as I have two wonderful children which are thoroughly rewarding and fortuitous. We go for bike rides, swim, go to the cinema, enjoy days out together family games.
OTHER COURSES ATTENDED
- 1997 - 1997 Wire Rope Examiners Course
- 1993 - 1994 N.V.Q. Level 2 Business Administration
- 1992 - 1993 Pitman Word-processing Exams passed
Timeline
Customer Service Team Manager
Capita
03.2010 - 01.2022
Service Delivery Analyst
Ventura UK
09.2007 - 02.2010
Real Time Analyst
Ventura UK
04.1999 - 08.2007
Customer Service Advisor
Ventura UK
01.1999 - 03.1999
Customer Service Advisor
BT Telemarketing
09.1997 - 12.1999
Technician
Bridon International LTD
01.1997 - 09.1997
Post Room Assistant
Bridon International LTD
02.1995 - 01.1997
GCSE - English, Maths, Business Studies, Art & Design, Drama, Science, French
Edlington Comprehensive School
01.1988 - 04.1992