Stacey Godfrey
Bristol,UK
Summary
Energetic employee well-versed in strong communication and organisation skills. Seeks solutions to problems and applies extensive analytical knowledge to findings. Confident in leading group discussions. Team-oriented, dependable, and hardworking professional with a strong willingness to learn and grow.
Overview
15
15
years of professional experience
Work history
Real time analyst and Resource Planner
Direct Line Group
Bristol, UK
2023.05 - Current
- Maintain reporting of employee performance including holiday usage, absence management and overtime, ensuring all staff are working within agreed HR principals
- Working closely with Learning teams to ensure staff resourcing model in place will meet forecast needs
- Undertake regular trend analysis, making recommendations to drive performance and providing accurate, timely analysis on developing issues
- Maintaining accurate administrative records for staff from hire to end of employment
- Successfully delivered on tasks within tight deadlines.
- Implemented new quality-assurance process to monitor call-handling adherence across call centre
- Recognised for rapid decision-making in high-volume contact-centre environments, driving strong service-level outcomes
- Trained and supported team members in adopting a new system.
- Provided onboarding and ongoing support to colleagues during system implementation
Team leader
Direct Line Group
Bristol, UK
2018.05 - 2023.05
- Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
- Coached team members through new or difficult workflows.
- Delegated tasks to make best use of individuals' skills.
- Trained staff to resolve complaints appropriately to maintain customer satisfaction.
- Supported new hires through onboarding process for speedy and successful training.
Sale and Service Consultant
Direct Line Group
Bristol, UK
2011.08 - 2018.05
- Offered friendly, efficient customer service and handled challenging situations with ease.
- Handled customer complaints professionally, improved customer service standards.
- Delivered exceptional customer service by proactively listening to concerns and answering questions.
- Consistently achieved monthly KPI targets in high-volume call centre environment
Education
A-Levels - Philosophy and Health and Social Care
Ashton Park Sixth Form
GCSEs - Religious Education A
Ashton Park Secondary School
Design and Technology B -
Ashton Park Secondary School
English C, C
Aston Park Secondary School
Maths C
Ashton Park Secondary School
Skills
- Microsoft Office and Avaya Applications Experience: Excel, Outlook, Avava Workforce Management, CMS Supervisor, Live Person, Genesys and QStory
- Scheduling and Planning
- Problem Solving and Decision Making
- Organisation and Time Management
- Drive to Self-Learn and Improve
- Ability to create new processes to help achieve service levels
Timeline
Real time analyst and Resource Planner
Direct Line Group
2023.05 - Current
Team leader
Direct Line Group
2018.05 - 2023.05
Sale and Service Consultant
Direct Line Group
2011.08 - 2018.05
A-Levels - Philosophy and Health and Social Care
Ashton Park Sixth Form
GCSEs - Religious Education A
Ashton Park Secondary School
Design and Technology B -
Ashton Park Secondary School
English C, C
Aston Park Secondary School
Maths C
Ashton Park Secondary School