Ross Downes

As a Customer Service Team Leader, I managed a team of 10 advisors, ensuring that we consistently met and exceeded various key performance indicators (KPIs). My role involved overseeing daily operations, providing coaching and development for team members, and implementing strategies to improve customer satisfaction. Monitored performance metrics, conducted regular team meetings, and fostered a collaborative environment to drive team success. I also handled escalated customer issues, ensuring swift and effective resolution, and worked closely with other departments to streamline processes and enhance service delivery.

• Consistently met and surpassed monthly KPI targets for the team.
• Led team of 10 advisors to achieve 94% SLA for answering customer queries, enhancing customer response times.
• Implemented a new training programme that improved team productivity by 20%.
• Fostered positive team culture that contributed to 15% reduction in staff turnover, improving team stability.

Handled and banked over £2,000+ in daily takings with 100% accuracy, ensuring security and integrity of financial transactions. Restocked bar and maintained organised, fully stocked environment to meet customer demands while minimising waste through effective stock rotation. Managed team of over 15, coordinating efforts to deliver excellent customer service and uphold high operational standards while training new staff and ensuring compliance with health and safety regulations.

• Increased bar sales through effective team management and customer engagement.
• Successfully handled and banked over £2,000+ in daily takings with 100% accuracy.
• Trained and developed over 15 new staff members, improving team efficiency.