Sasha Dixon

· Managing a large team of agents who identify vulnerability and give targeted support whilst providing exceptional customer service.

· Quicky adapting processes to reflect changes in social and national concerns.

· Implementing a change of process for agents to identifying vulnerable customers, assessing if prepayments is safe and practicable, this is used by all call centre agents.

· Empowering the team to give first class service by ensuring their knowledge of social issues including the cost-of-living crisis is exceptional.

· Providing support across the company with enthusiasm and professionalism.

· Maintaining the teams high NPS score through effective leadership and making every member of the team feel valued.

· Liaising with NEA and StepChange

· Travelled to South Africa to complete a trail for these agents to provide additional support credit. This included training for non-UK based agents in vulnerability. Trail was successful, all SA agents take financial assistance calls.

· Worked with Kent County council to distribute over £200,000 to home who are in fuel poverty.

· I have received 3 Great 8 awards and 1 Super 6.

· Promoting the company and an awareness of the cost-of-living crisis to 3rd parties including press and TV.

I am extremely proud to be on the Utilita Giving committee.

· Identified customer needs and solved problems, always putting the customer first.

· Attended customer queries based on cause, impact and provided appropriate solutions.

· Shared constructive feedback to improve team performance.

· Developed new processes for team communication and coordination.

· Supported the team after the team leader left the business.

· Identified customer needs and solved problems,

· Applied up-to-date knowledge of products and procedures to services.

· Attended customer queries based on cause, impact and provided appropriate solutions.

· Developed and maintained knowledge of company products and operations to answer queries competently.

· Developed and maintained knowledge of company products and operations to answer queries competently.

· Scheduled appointments with staff on client request.

· Handled basic enquiries with direct approach and escalated serious issues to higher-level assistance.

· Met with potential tenants, building an easy rapport while identifying exact accommodation needs and requirements.

· Prepared tenancy agreements and inventories with accuracy and attention to detail.

· Provided helpful feedback from viewings to owners of properties, improving letting potential.

· Managed property management requirements.

· Tracked and updated status on properties and recorded viewing questions and concerns.

· Achieved highest number of lets across the company for 2013 and was awarded Top Letting Negotiator

· Provided targeted support to all residents with a variety of different issues including identifying mental health issues.

· Managed all disputes that occurred between students.

· Drew up tenancy agreements and other contractual paperwork for short term and long term lets.

· Maintained strong partnerships with other social service providers to offer clients wide availability of programmes, treatments, and support.

· Identified problems or bottlenecks impeding the students’ ability to make best use of services, taking appropriate action.

· Signposted services relevant to clients' problems or goals.

· Supported pre-release and release planning for temporary residents.

· Stock Control of over 2500 cars

· Receiving deliveries of vehicles to Southampton/Liverpool ports from Japan by boat.

· Responsible for smooth running of yard and setting up 2 auctions weekly.

· Booking agency staff for both weekly auctions and deliveries.

· Health and safety training for all staff.

· Assessed operational data to guide business strategies and decisions.

· Adjusted staff levels, work schedules and assignments with incoming order volume.

· Undertook all routine tasks with efficiency and professionalism, including accident monitoring, and dealing with enquiries.

· Committee member of Club Watch with Hampshire police.

· All stock control and money management