Samantha Louise Duncombe

During my time working for Specsavers Domiciliary I have had many opportunities to expand my skills and knowledge within the optical home visiting field. As well as assessing eligibility and booking of patients, I have also had experience in scheduling clinics for opticians and handling any complaints that may arise. This task involved reaching out to Partners and creating good relationships with them. I consistently achieve targets set for calls handled and work time. I have also been part of many pilots for new processes, including Care Home Outreach Project, Outbound Customer Satisfaction, and a small outreach study to determine needs of our customer demographic further. I have experience using GoldVision, Webex, Cisco and E-gain. I have also been working on expanding my knowledge of Excel, Word and PowerPoint. Just recently I have also upskilled further into various systems unique to Specsavers within Contact Lenses and Easy-care Subscription Service. I was successful in my application for Team Leader in 2021 at Coventry Contact Centre Domiciliary Team. During this role I managed my team remotely whilst the office was closed during the pandemic and successfully managed my teams eventual relocation to Nottingham Contact Centre. During this role I have attended various Management Courses, as well as a starter Project Management course. This role involved training, Performance Management, interviewing candidates, 121's and performance reviews. I was also responsible for organising and presenting Team Meetings and weekly communication Huddles. I have had experience in Disciplinary Meetings and returning to work interviews. I have continued to keep up a close working relationship with DJVP teams and liaised between Contact Centre Team and various Partners across the country to help with keeping communication channels open and resolving any complaints or queries in a timely manner. I would frequently collate and investigate information and reports to help smooth the running of my department and have successfully piloted and launched Smiles Campaign to provide feedback between Partners and CC Team to assist with keeping great customer journey for our clients. I am currently the tenured knowledge expert in domiciliary and multi skilled in optics. I have a good customer service record and continue to hit or overachieve targets set withing the CC environment. I would also add that I am efficient in live chat and admin work, including dealing with and responding to customer emails in an effective and timely manner.

During my 20 years service for Tesco I have worked in numerous departments including Price Integrity, Customer Service, Stock Control, Dotcom and Merchandising. This has meant I have had the opportunity to learn many different systems and processes and the use of equipment, such as P.D.A's, checkouts and computer systems. I often had to work under pressure to complete tasks on time and to a high standard. I have also been in the position of Team Leader over Price Integrity and Dotcom as well as some time on the management program whilst working for the company.

I worked withing the Car Department where my various tasks included setting up files, filing, issuing cover notes, sending faxes, processing New Business and Renewal policies for Car Insurance. I was also successfully enrolled on the student training program to become a trained Insurance Broker.