Reetu Sharma
Gosforth
Summary
Leads teams to achieve monthly KPI targets through coaching, performance management and clear daily direction. Delivers high-quality customer service across internal and external audiences while maintaining strong communication and a calm, dependable approach. Supports team performance through regular feedback, 1-2-1 reviews and practical development plans.
Overview
24
24
years of professional experience
Work History
Team Manager
EE
Newcastle
01.2013 - Current
- Lead, motivate and coach team to achieve individual and monthly KPIs
- Manage the day to day performance of individual Customer Service Representatives, including all routes of performance management
- Implemented incentives that motivated team and contributed to achieving performance targets
- Drive sales through service within team and across the community
- Complete weekly call monitoring for each Customer Service Representative and provide feedback and coaching
- Conduct monthly 121s and performance reviews
- Coach and develop individuals to support personal goals and progression
- Conducted buzz sessions to review team performance and share insights, enhancing overall team effectiveness
- Facilitate monthly team meetings
- Supported recruitment efforts in the Contact Centre to build a skilled team
- Assisted team members by taking notes during HR meetings with note taking for HR meetings
Customer Service Representative/ Lead Customer Service Representative
EE
Newcastle
01.2009 - 01.2013
- Delivered exceptional customer experiences to consistently wow customers
- Received monthly awards for exceptional customer service performance.
- Ensure service and sales targets are met
- Collaborated with team leader to support and enhance team operations
- Coach, develop and act as a role model to the rest of the team.
- Provided daily assistance to team and team leader to ensure smooth operations
- Carry out workshops for trainees
- Provided on-site assistance to offshore partners during operational hours
Sales Executive
B&Q
Slough
01.2003 - 01.2008
- Achieved weekly sales targets through proactive engagement with leads
- Converted leads into sales by following up with potential customers, addressing their inquiries, and providing tailored solutions.
- Received 'salesperson' of the quarter award twice
- Coordinated follow-up communications to maintain customer interest and satisfaction
- Work alongside design consultants to ensure seamless customer experience
- Updated sales pipeline regularly to reflect current opportunities and track progress
- Participated in continuous product training sessions to enhance knowledge and stay updated on product features and benefits.
Education
GCSEs - English Language & Literature, Mathematics, Science, Religious Education, Geography & German
Upton Grammar School
SloughAS Level pass - Computing
Upton Grammar School
SloughAVCE pass - Business Studies
Upton Grammar School
SloughSkills
- Effective communication skills
- Transitional management expertise
- Proficiency in Microsoft Office
- Organisational excellence
- Collaboration and understanding promotion
- Coaching and development passion
Timeline
Team Manager
EE
01.2013 - Current
Customer Service Representative/ Lead Customer Service Representative
EE
01.2009 - 01.2013
Sales Executive
B&Q
01.2003 - 01.2008
GCSEs - English Language & Literature, Mathematics, Science, Religious Education, Geography & German
Upton Grammar School
AS Level pass - Computing
Upton Grammar School
AVCE pass - Business Studies
Upton Grammar School