Peter Marshall
Stevenage,Hertfordshire
Summary
Accomplished professional with extensive expertise in multi-channel call centre operations, team management, and retail e-commerce. Demonstrates exceptional skills in customer service, problem solving, and analysis. Proven track record in customer engagement and stakeholder engagement, coupled with strong leadership abilities. Adept at training and people development, consistently driving team performance and achieving organisational goals.
Driven leader with knack for fostering collaboration and enhancing team performance. Demonstrates strong communication and problem-solving skills, ensuring cohesive team dynamics and effective project execution. Committed to driving positive results and fostering productive work environment.
Overview
38
38
years of professional experience
6
6
years of post-secondary education
Work History
Contact Centre Team Leader / Manager
Blackhawk Network EMEA Linited
Hemel Hempstead, Hertfordshire
2022.09 - Current
- Implemented new working methods which improved overall efficiency of the team operations.
- Led project coordination, resulting in timely delivery.
- Conducted regular performance reviews to identify areas of improvement for each team member.
- Monitored daily operations whilst reducing operational cost significantly.
- Negotiated successful outcomes in challenging scenarios, demonstrating strong problem-solving skills.
- Provided comprehensive onboarding training to reduce learning curve for new hires.
- Fostered a high-performing environment to drive productivity and quality.
- Handled employee grievances professionally, minimising potential workplace disputes.
- Improved customer satisfaction through close collaboration with the team.
- Improved team morale through fair distribution of shifts and breaks in the schedule creation process.
- Planned holiday rotas to maintain optimal staffing levels without compromising on employee well-being.
- Promoted transparency across teams, resulting in increased trust levels with open sharing of schedules.
- Maintained updated records of employees' availability; ensured balanced workloads across the board.
- Fostered a culture of punctuality within the team by setting clear expectations around timekeeping and deadlines.
- Coordinated team members' availability, resulting in improved productivity.
- Courteously receiving incoming telephone calls and taking messages as needed.
- Managed communication between stakeholders to maintain timelines.
- Acted as first point of contact for work allocation queries and concerns.
- Liaised with both management and team in constructive and positive manner.
- Partnered with management to implement processes and complete special projects.
- Reduced staff turnover with an effective motivation strategy.
- Resolved conflicts effectively, promoting harmony within the workforce.
- Ensured adherence to company policy by all team members, maintaining professionalism at all times.
- Coordinated daily tasks, ensuring smooth workflow within the team.
- Increased team cohesion by implementing regular feedback sessions.
- Coached team members through new or difficult workflows.
- Reported on team performance to higher leadership, proactively offering action for areas of improvement.
- Trained staff to resolve complaints appropriately to maintain customer satisfaction.
- Supported new hires through onboarding process for speedy and successful training.
- Collaborated with colleagues from different backgrounds to tackle new challenges.
- Fostered positive employee relationships through communication, training and coaching.
- Led performance reviews and tailored employee feedback to facilitate professional development.
- Led team of 22 to achieve KPI targets and successfully complete assigned projects.
- Recognised exceptional individual performance for improved motivation.
- Monitored health and safety measures for guaranteed compliance.
- Streamlined processes to improve and optimise office operations.
- Coordinated hiring, recruitment and training strategies to build successful administrative team.
- Led performance reviews, identified areas for improvement.
- Led and managed administrative staff to maintain smooth daily operations.
- Fostered a positive work environment with regular team-building activities.
- Cultivated strong relationships with clients to secure repeat business.
- Facilitated staff training, resulting in better customer service.
- Encouraged open communication, fostering a positive work culture.
Contact Centre Team Manager
Arsenal Football Club
Stevenage, UK
1994.01 - 2021.01
- Company Overview: World leading Football Club with 14 FA Cup wins and 13 League titles, including the record-breaking invincible season
- Leading a large multi-channel Customer Service Centre team handling £150 million in seasonal ticket revenue and servicing a worldwide fan base of approx
- 250 million
- Led, developed, inspired & trained a team of 15 Advisors, operating in fast paced, high pressured sales & service environment
- Acting Customer Service Duty Manager, focused on inspiring teams to deliver exceptional customer service and sales
- Motivate teams achieve productivity and KPIs
- Key achievements being reduction in call times by 12%, reduced repeat calls by 26% and improved first call resolution 30%
- Resolve customer complaints and act as ambassador of the Club, escalated point of contact for supporter complaints on all Club matters
- Manage match day ticket operations office and fan experience staff, assisting 60,000 every home game
- Manage complex refund & retail processes, business expert responsible for escalations externally & with third party suppliers
- Part of the core project team for Club move from Highbury Stadium to ground-breaking Emirates Stadium in 2006
- Proficient in GDPR & policy compliance
- Business lead in technology implementations; Telephony, CRM & Ticketing
- World leading Football Club with 14 FA Cup wins and 13 League titles, including the record-breaking invincible season
London Metal Exchange Clerk
Billiton Enthoven Metals
London
1987.08 - 1993.02
- Head Clerk in charge of finalising all London Metal Exchange ring deals valuing £10 million daily
- Sole lunch phone trader buying and selling various metals with positions of £5 million for leading worldwide brokerage company
Education
A-Levels -
10 GCSE - Economics, History, Politics
Highbury Grove School
1987.01 - 1993.02
Skills
- Multi-channel Call Centre operations
- Team management
- Retail e-commerce
- Customer service
- Problem solving
- Analysis
- Customer engagement
- Stakeholder engagement
- Leadership
- Training
- People development
Timeline
Contact Centre Team Leader / Manager
Blackhawk Network EMEA Linited
2022.09 - Current
Contact Centre Team Manager
Arsenal Football Club
1994.01 - 2021.01
London Metal Exchange Clerk
Billiton Enthoven Metals
1987.08 - 1993.02
10 GCSE - Economics, History, Politics
Highbury Grove School
1987.01 - 1993.02
A-Levels -
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