Sharon Collins
Baguley,Manchester
Summary
Dedicated customer service management professional with extensive experience in fast-paced call centre environments. Led by example to provide first-class customer care. Motivated, mentored and incentivised teams to achieve productivity and performance targets.
Energetic and proactive individual with good knowledge of customer service techniques and best practices. Friendly communicator, comfortable in fast-paced environments. Seeking opportunity to expand management skills within a company supporting professional development.
Proficient in highlighting under performance and high absence, managing individuals to achieve a positive outcome.
Overview
12
12
years of professional experience
Work history
Team manager
The John Lewis Partnership
Didsbury, Manchester
2017.10 - 2024.01
- Developed strong teams by skilfully recruiting, orienting and training loyal, hard-working employees.
- Set achievable targets, motivating team to swiftly progress and achieve in line with company goals.
- Assessed knowledge and skills gaps, creating opportunities to fuel improvement.
- Led and managed administrative staff to maintain smooth daily operations.
- Conducted periodic performance reviews for direct reports.
- Displayed energy and enthusiasm in fast-paced environment.
- Increased customer satisfaction by resolving issues.
- Resolved conflicts by acting as mediator and rule enforcer as appropriate.
- Translated senior management directives into actionable front-line policies and implemented changes with staff.
- Addressed customer issues with compassion and professionalism, ensuring swift, successful resolution.
- Applied expertise in team leadership to address productivity and performance issues, motivating staff to achieve KPIs.
Sales Customer Service Liaison
The John Lewis Partnership
Didsbury, Manchester
2016.10 - 2017.09
- Working as an individual but forming part of a team delivering excellent customer service to the John Lewis customers over the telephone
- Identifying quickly and efficiently the main reason for the customer contact
- Correctly following business procedure and following DPA guidelines
- Building relationships and confidence
- Maximising the potential for all opportunities
- Acknowledging when required any complaint
- Recommending a solution that best meets the customer needs making sure that this also makes commercial sense
- Pro-actively promoting my own personal skills and desire to expand my business knowledge
- Being flexible in learning new roles such as Email Dedicated Team, CST, and NKU and to be prepared to help out as the business needs.
Sales Executive
Newmor Wallcoverings Ltd
2015.08 - 2016.10
- Working with new and existing clients
- Arranging and attending product launch meetings
- Keeping clients up to date with all products and services
- Identifying new opportunities and targeting key decision makers
- Building relationships and confidence
- Maximising the potential for all opportunities
- Negotiating, agreeing and documenting any key project amendments
- Constructing and arranging business meetings with A&D, end users and specifiers
- Attend trade exhibitions following up any potential product interest
- Influencing key decision makers.
Customer Service Advisor
John Lewis Partnership
2014.08 - 2015.08
- Handling incoming customer telephone calls and email enquiries
- Processing sales and organising deliveries
- Checking stock levels
- Arranging call backs where required and passing any escalated complaints to the relevant Partner
- Liaising with the stores and distribution centre.
Contract Sales (UK)
Abraham Moon & Sons Ltd
2012.04 - 2014.03
- Setting Up and running the new contract division
- Identifying opportunities in all contract sectors Commercial, Hospitality, Education, Healthcare, Hotel
- Creating a new Data Base of clients
- Identifying new opportunities and targeting key decision makers
- Building relationships and confidence in an unknown business and products within the contract market
- Maximising the potential for all opportunities
- Negotiating, agreeing and documenting any key project amendments
- Constructing and arranging business meetings with A&D, manufacturers, end users and specifiers
- Working with and offering solutions from Director level down
- Attend trade exhibitions and customer meetings within the UK and overseas
- Influencing key decision makers and getting products specified on prestigious projects throughout the
Education
Brookway High School
Level 2 and 3 Diploma in Accounting -
AAT (association of accounting technicians)
Remote Learning 2024.02 -
Skills
- Training and development expertise
- Coaching leadership
- Proficient multi tasking
- Exceptional communicator
- Customer rapport
- SMART goal setting
- Democratic leadership
- Key accounts and territory management
- Time management
- Agile project management
Affiliations
- Personal development
- Gardening, entertaining, travel, furniture upcycling.
Me in a nutshell
Loving the company of my nearest and dearest. Whether this is family, long standing friends or ex-colleagues. Known for my sense of humour and always seeking the funny side of any situation.
I have two adult children with whom I take and active interest in.
Timeline
Level 2 and 3 Diploma in Accounting -
AAT (association of accounting technicians)
2024.02 -
Team manager
The John Lewis Partnership
2017.10 - 2024.01
Sales Customer Service Liaison
The John Lewis Partnership
2016.10 - 2017.09
Sales Executive
Newmor Wallcoverings Ltd
2015.08 - 2016.10
Customer Service Advisor
John Lewis Partnership
2014.08 - 2015.08
Contract Sales (UK)
Abraham Moon & Sons Ltd
2012.04 - 2014.03
Brookway High School