Piers Kimble
Norwich,Norfolk
Summary
Highly experienced in customer service with focus on call centre environments. Proven skills in delivering high-quality customer care, addressing concerns and providing solutions promptly. Core strengths include ability to manage high-volume calls, strong problem-solving skills, and excellent communication abilities to ensure customer satisfaction at all times.
Overview
25
25
years of professional experience
Work history
Subcontractors/Partners Manager
Evander Glazing & Locks
Norwich
2009.06 - 2026.03
- Monitored subcontractor performance regularly, ensuring compliance with contractual obligations and customer requirements.
- Implemented cost control measures during procurement process to limit overspending.
- Maintained and managed day to day communication with both clients and contractors to streamline workflow efficiency.
- Ensured all job-specific documentation was complete and of a satisfactory nature before presenting to client.
- Tracked project costs against agreed client tariff rates, avoiding unnecessary expenditure.
- Managed and coordinated subcontractors, ensuring completion of projects on time.
- Addressed issues promptly as they arose during the course of projects, reducing downtime significantly.
- Permanent
Deputy Call Centre Manager
Pilkington Glazing
London
2001.01 - 2009.06
- Managed 4 team leaders and 12 call handlers in a reactive call centre dealing with insurance claims and commercial clients suffering damage to doors, windows, shutters, etc.
- Ensured smooth operation of call centre by scheduling and distributing tasks accordingly.
- Delegated tasks effectively amongst team members, optimised workload distribution.
- Maintained our company adherence to SLA's and KPI's as agreed in our contracts with clients.
- Conducted regular employee evaluations, identified strengths and areas for development.
- Resolved complex queries and complaints, resulting in positive feedback from customers as often as possible.
- Oversaw recruitment process to select high-performing individuals for the team.
- Permanent
Education
BTEC Diploma - Hotel, Catering & Institutional Management
Westminster Catering College
GCSE - English, Biology, English Lit, Science
Tunbridge Wells Grammar School for Boys
Skills
- Over 20 years experience working in a call centre handing incoming and outgoing phone calls and emails
- Fully proficient using Microsoft Office products like Excel, Word & Powerpoint
- Efficient at identifying and resolving problems as they are presented
- Self-driven, easily able to manage my time efficiently and work to deadlines
- A good understanding of the importance of KPI's and SLA's and how to achieve them
- Highly empathetic and experienced at conflict resolution to the satisfaction of all parties involved
REFERENCES
References available on request
References
References available upon request.
Timeline
Subcontractors/Partners Manager
Evander Glazing & Locks
2009.06 - 2026.03
Deputy Call Centre Manager
Pilkington Glazing
2001.01 - 2009.06
BTEC Diploma - Hotel, Catering & Institutional Management
Westminster Catering College
GCSE - English, Biology, English Lit, Science
Tunbridge Wells Grammar School for Boys