RACHAEL HOAR

* Maternity leave for 7 months, welcoming our baby boy Rory. Had the best time bringing up my little boy for the first 6 months.

• Managed a centre of 85 colleagues to deliver the highest of customer service in our quest of becoming the most personal brand in the industry.
• Inspiring team leaders to achieve key performance indicators, deliver excellent customer service and a high morale standards within the call centre team.
• Boosting department efficiency by streaming operational processes and polices.
• Leading the way with New EE within the team, by supervising project timescales, and feeding back to the wider change network.
• Coordinated cross- departmental collaboration with projects for communications, stream lining the way we communicate with our teams through network connections.
• Supporting team leaders with performance led reviews and identifying areas for improvement and areas for additional support.
• Sort growth opportunities within my team, and developed these into team leaders of the future. Leading the way for opportunities within the team.
• Delegated tasks, to ensure project timescales were met, also maximising the productivity within my team.

• This award winning apprentice has refined my leadership skills, to help me toward my career goal of operational manager. I was successful in completing the level 5 award in February with a distinction grade.
• This apprenticeship gave me the confidence to build my skills and broaden my network to achieve a secondment for operational management.

• Leading a great team of advisers to deliver great customer service skills to our customers
• Empowering my team to always do what is best for the customer, and challenge their thinking into the ever changing world
• Also ensuring, I lead great people management skills, and support, cherish and develop my team
• Overall this is to always ensure they work alongside BT principles of personal, simple and brilliant.
• Fostered a high-performing environment to drive productivity and quality.
• Prioritised tasks according to urgency and importance, optimising workload allocation among team members.
• Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
• Supported new hires through on-boarding process for speedy and successful training.
• Fostered positive employee relationships through communication, training and coaching.

• Working with 26 stores, to deliver a great piece of change work for a retail company
• I lead a team of colleagues to deliver a new payroll system to stores
• Leading and delivering change to over 10,000 colleagues in the group
• I used the key leadership behaviours of innovation, empathy, collaboration, resilience and responsiveness to build teams that would deliver the end goal for the customer.

• Working in various stores, in various departments with teams of colleagues from 10-100
• Leading teams to deliver department KPI's and make sure departments delivered payroll targets and performance targets
• I lead departments to achieve goals by leading by example and training colleagues to a high standard
• I have a great determination to make sure departments run to maximum productivity, to achieve the maximum profit margins.

• I worked in a high street salon as a beauty therapist
• I catered to clients needs, from waxing to facials
• I made sure customer service was always at a high standard.

• Running the checkout department in absence of the checkout manager
• I made sure customers were looked after by ensuring the key KPI, of the I don't queue promise is delivered
• I made sure colleagues breaks and home times were adhered to.

• I worked on the checkouts taking payment for customers shopping
• I made sure I delivered great customer service to all customers.