Summary
Overview
Work History
Education
Skills
Timeline
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Shirley whatley

Bromham,Wiltshire

Summary

Accomplished, well organised, self motivated professional with extensive expertise in workforce management software, performance reviews, and time management. Demonstrates proficiency in email handling, outbound calling, and KPI analysis. Skilled in data analysis, Microsoft Office applications including Power BI, SharePoint, and Visio. Adept at call centre operations, process improvements, product knowledge, employee management, training and development. Committed to driving performance management and process improvement initiatives while leveraging Excel proficiency to enhance operational efficiency.

Offers helpful answers and relevant information to agents, management and key stakeholders.

Hardworking and reliable with excellent attention to detail.

Effective at prioritising and executing diverse tasks and following through to achieve team goals. Detail-orientated and driven with proficiency in customer relationship management, conflict resolution and leadership.

Overview

15
15
years of professional experience

Work History

Customer Servive Team Leader

Animal Friends Insurance
09.2020 - Current
  • Protected business integrity by adhering strictly to company policies when handling sensitive customer and employee information.
  • Conducted thorough investigation into complex customer issues, ensuring compliance and accurate problem-solving outcomes.
  • Managed escalated complaints with empathy and professionalism, improving brand reputation.
  • Implemented performance analysis for CS claims admin agents which improved overall department service levels.
  • Facilitated productive team meetings to discuss targets and strategies for meeting them.
  • Maintained high levels of service standards through regular reviews of quality control measures.
  • Ensured compliance and customer satisfaction by conducting regular audits of team.
  • Developed standard operating procedures to streamline workflow in the department by developing process maps using Visio for all CS procedures and adding to SharePoint.
  • Provided comprehensive product knowledge training to new employees, enhancing their confidence and performance on the job.
  • Monitored team's performance, providing constructive feedback for continuous improvement.
  • Liaised with other departments and stakeholders to build processes procedures for seamless change implementation.
  • Fostered a supportive work environment through mentoring sessions, leading to increased employee retention rates.
  • Streamlined communication processes for enhanced efficiency and productivity.
  • Completed documentation and logs each week, generating detailed monthly reports using both Power BI, Excel.
  • Led and supported customer support staff to achieve objectives.
  • Managed workflow to continuously exceed quality service goals.
  • Liaised between customers and internal departments to address and resolve customer service concerns.
  • Identified individual staff development needs and arranged appropriate training.

Client service manger

WeAnswer
Chippenham, Wiltshire
08.2010 - 09.2020
  • Conducted regular staff training sessions, improving team skills and knowledge.
  • Managed client relationships to ensure customer satisfaction and loyalty.
  • Fostered long-term business partnerships by developing strong client relationships.
  • Developed operational plans that resulted in streamlined processes.
  • Monitored team performance, leading to enhanced productivity.
  • Oversaw daily operations for efficient service delivery.
  • Acted as liaison between clients and internal departments to streamline communication.
  • Delivered tailored advice for optimised client experiences.
  • Negotiated contracts with key clients to secure profitable business deals.
  • Implemented new strategies, leading to increased efficiency in client service delivery.
  • Responded proactively to client feedback for better service provision.
  • Liaised with internal teams, enhancing overall service provision.
  • Oversaw budgeting process, ensuring prudent financial management.
  • Addressed client inquiries and concerns promptly, maintaining high standard of customer service.
  • Maintained comprehensive understanding of clients' needs and expectations.
  • Nurtured strong client relationships to boost satisfaction and loyalty.
  • Led regular client reviews to assess satisfaction levels and identify areas for improvement.
  • Brainstormed ideas with clients and stakeholders to maximise project potential.

Education

A-Levels - English language, English Literature, Biology, Math, Physics, Rural Science

John Bentley
Calne, Wiltshire

Skills

  • Workforce management software use
  • Performance reviews conducting
  • Time management expertise
  • Email handling expertise
  • Outbound calling efficiency
  • KPIs understanding
  • Data analysis competency
  • Microsoft office, including Power BI, SharePoint and Visio
  • Call centre operations
  • Process improvements
  • Product knowledge
  • Employee management
  • Training and Development
  • Process Improvement
  • Performance Management
  • Excel proficiency

Timeline

Customer Servive Team Leader

Animal Friends Insurance
09.2020 - Current

Client service manger

WeAnswer
08.2010 - 09.2020

A-Levels - English language, English Literature, Biology, Math, Physics, Rural Science

John Bentley

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