Steven Wilkinson
Burnley,Lancashire
Summary
Dedicated Contact Centre Manager, creating and implementing effective process improvements for high-performing customer contact teams.
Mentoring and developing hardworking, quality-focused staff who consistently achieve to exceed targets.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
Work History
Customer Experience Executive
First Class Holidays
Manchester
07.2023 - Current
- Managed customer complaints for successful resolution and retention ensuring all ABTA timeframes met.
- Reduced touchpoints by 30% by implementing streamlined procedures.
- Utilised knowledge of Package Travel Regulations to ensure all processes and policies correct.
- Made amendments to company Terms & Conditions to ensure compliance
- Analysed feedback from customers, identifying areas of improvement.
- Boosted client loyalty with personalised service offerings.
- Maintained detailed records of all interactions with customers, ensuring transparency and accountability.
- Handled high-volume customer inquiries, ensuring prompt response times.
- Received and resolved customer complaints escalated by staff.
- Actioned customer feedback to promote continued service improvement.
- Worked closely with stakeholders, fostering positive relationships.
- Implemented new procedures for increased efficiency.
Customer Contact Manager
Booking.com
Manchester
09.2011 - 07.2023
- Leading 16 multi-lingual, multinational and multi skilled individuals provide support across 3 channels of communication between advisors and customers
- Using variety of different coaching techniques such as GROW, PERFORM and performance management to drive and achieve increase performance of SLAs and CSAT of 20%+
- Utilising mix of management styles which increased Proud score on Quarterly survey from 64% to 93%
- Consistently promoting Company Values on day to day basis
- Hired and mentored staff to enable progress within company
- Maintain ownership and take accountability whilst covering Senior Manager duties
- Monitor answer rates across multiple channels
- Move resources and change Customer Advisor duties based on customer demand to ensure customer service and responses are kept high whilst maintaining agreed SLAs
- Monitored customer calls and communications, ensuring exceptional quality standards.
- Managed teams by overseeing hiring, training and professional growth of employees.
Quality Control Supervisor
Booking.com
Manchester
04.2010 - 07.2011
- Quality Control on all quotes and bookings done by Customer Advisors increasing QC score from 47% to 88%
- Keeping communication alive around department floor with emails and face to face discussions
- Take charge of all unpaid bookings with business and cancel, take payment or distribute when necessary
- Generated Key Performance Indicator reporting to drive better performance.
- Promoted continuous improvement by problem-solving and sharing suggestions to optimise team operations.
Education
NVQ Level 3 - Business & Finance
Burnley Sixth Form Centre
Burnley 09.1994 - 07.1996
NVQ Level 3 - Business Statistics
Burnley Sixth Form Centre
Burnley 09.1994 - 07.1996
Skills
- Accredited Mental Health First Aider
- Leadership and mentoring
- Inspiring leadership style
- Ability to motivate others
- Active listening
- Excellent problem-solving skills
- Ability to organise workload with flexible attitude to meet day to day demands to complete tasks
- Change implementation
- Exemplary communication
- Quality standard improvements
- Statistical analysis
- Call monitoring
Timeline
Customer Experience Executive
First Class Holidays
07.2023 - Current
Customer Contact Manager
Booking.com
09.2011 - 07.2023
Quality Control Supervisor
Booking.com
04.2010 - 07.2011
NVQ Level 3 - Business & Finance
Burnley Sixth Form Centre
09.1994 - 07.1996
NVQ Level 3 - Business Statistics
Burnley Sixth Form Centre
09.1994 - 07.1996
Comments from Team members
"When I was in my worst place Steven was there for me, he listened, he never judged and he helped me. Other people were constantly questioning and with Steven's support, trust and belief he got me through it. For this I will forever be grateful, thank you"
"Thank you for all your support and advice Steven I really appreciate it. Through your support and guidance I have now got the job role I always wanted but never knew where to start"
"I wanted to drop you a quick message to say thank you again for all the advice you have given me. I am going to deliver my first coaching session next week and after watching you a few times I am confident in doing this and using some of the tips you shared. You going through difficult conversations and how to approach them has really helped me and when normally I would have avoided one, I tackled it head on and I could hear you in my head cheering me on as I was doing it"
"I have worked in a few call centres but can honestly say that Steven is the best manager I have worked with. The team ethos and atmosphere he has built is great to be part of and I can't thank him enough for that"
"Thank you for the support and leadership you provided. Taking out of my comfort zone ensuring I can now pursue my career choice."
References
References available upon request.
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