Rosaline Hesse
London
Summary
Talented and dedicated Team Leader with extensive experience in developing effective teams and enhancing both employee and customer satisfaction. Known for thriving in fast-paced environments, I excel at building strong relationships that foster loyalty and engagement. Diplomatic and approachable, I am committed to employee training and development, prioritising team well-being while providing mentorship and support. A hardworking team player, I possess the knowledge and experience to tackle operational demands. With strong attention to detail and organisational skills, I consistently deliver quality outcomes and meet deadlines. I approach challenges with a creative mindset, seeking innovative solutions to improve processes. Eager to leverage my skills in new opportunities that contribute to organisational success.
Overview
5
5
years of professional experience
Work history
Team leader
Shaw Trust -West London
London
03.2024 - Current
- Led and supervised a team of eight, providing guidance and training for effective service delivery.
- Managed case allocation, aligning efforts with Individual Placement and Support (IPS) principles.
- Ensured operational delivery of the WLA UKSPF programme, meeting service objectives and compliance.
- Monitored programme performance to drive improvements and exceed targets.
- Provided tailored support to young people with SEND and vulnerable adults to enhance employability.
- Developed and adjusted individualised support plans based on client needs.
- Fostered relationships with local authorities and educational institutions.
- Ensured compliance with legislation and best practices across programme activities.
- Conducted audits to maintain service quality and drive improvements.
- Assisted in budget management and resource allocation.
- Contributed to strategic planning and identified growth opportunities.
- Represented the programme at external meetings, advocating for the target population.
Team Leader
Ingeus
Hackney
12.2021 - 03.2024
- Line managed a team of Employment Advisors, offering hands-on support through regular caseload reviews and discussions on complex cases to ensure efficient client management and outcomes
- Conducted comprehensive performance reviews, ensuring continuous development of team skills through targeted training and collaboration with the Performance Coach
- Mentored and trained team members, providing guidance and resources to help them perform their roles effectively, improve client engagement, and achieve personal development goals
- Ensured the successful delivery of projects by maintaining high operational standards, consistently achieving key performance indicators (KPIs), overseeing day-to-day service quality, and promptly addressing any performance issues to guarantee team targets were met or exceeded
- Assist in meeting operational budget targets and achieving sustainability goals
- Aid in the recruitment process to secure top talent for the team
- Effectively resolve client complaints to maintain satisfaction
- Coordinate company events, handling logistics to ensure successful execution and team cohesion.
Customer Resolution Team Leader
loveholidays-London
London
06.2019 - 12.2021
- Successfully established and managed a new team of up to 20 agents in the Customer Operations Department, ensuring a smooth transition and operational excellence
- Set clear performance expectations, managed schedules, and motivated the team to achieve high standards
- Developed innovative Key Performance Indicators (KPIs) to meet and exceed Service Level Agreements (SLAs)
- Conducted performance analysis and implemented action plans to address areas for improvement
- Monitored daily call volumes and adjusted staffing levels for optimal contact centre efficiency
- Acted as the primary escalation point for customer and supplier issues, ensuring prompt and aligned resolution
- Maintained high customer service standards and ensured timely issue resolution
- Adjusted resources based on real-time queue metrics to meet service level goals
- Supported senior management with reports and handled ad hoc tasks
- Represented the department, leading weekly meetings with top suppliers to enhance communication and collaboration.
Education
Bachelor of Science - Business Management with travel and tourism
Greenwich school of Management (University)
02.2014 - 02.2018
Diploma of Higher Education - Business Analyst & Project Management
IT Online Academy
United Kingdom 08.2024 -
Skills
- Team leadership and management
- Customer service and sales expertise
- Microsoft Office Suite Expertise
- Effective Communication and Interpersonal Abilities
- Team Training and Development
- Adaptability and Problem-Solving Expertise
- Industry Tools: MPS & Power BI
Affiliations
- Event Planning
- Cake decorating
- Holidays
- Marvel and Anime
References
References available upon request.
Timeline
Diploma of Higher Education - Business Analyst & Project Management
IT Online Academy
08.2024 -
Team leader
Shaw Trust -West London
03.2024 - Current
Team Leader
Ingeus
12.2021 - 03.2024
Customer Resolution Team Leader
loveholidays-London
06.2019 - 12.2021
Bachelor of Science - Business Management with travel and tourism
Greenwich school of Management (University)
02.2014 - 02.2018
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