Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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Toni Jacqueline Shelton

Toni Jacqueline Shelton

Business Development Manager
Leicestershire,Please select

Summary

Hardworking service management professional with extensive experience in customer service leadership. Skilled in business planning and organisation to maintain smooth daily operations. Leads by example to motivate high-achieving, dedicated service teams.

Takes on challenging new role harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service and consistent results.

Loyal employee with solid understanding of training and mentoring employees. Dedicated team player, proactive and hands-on in task completion.

Overview

9
9
years of professional experience
5
5
years of post-secondary education

Work History

Business Development Manager North

Avery Healthcare
Leicester, Northampton
06.2024 - Current
  • Streamlined processes and optimised operational procedures, enhancing overall efficiency and productivity.
  • Conducted comprehensive market research, identifying lucrative business opportunities.
  • Drove revenue growth through innovative sales strategies and strong client relationships.
  • Secured new business by effectively converting potential customers via various communication channels.
  • Assessed competitor activities to inform strategic positioning within the market.
  • Generated leads that contributed to increased client revenue and improved profitability.
  • Reported on market insights and industry trends to senior leadership for informed decision-making.
  • Implemented marketing initiatives that enhanced brand visibility and customer engagement.

Central Call Centre Manager

Avery Healthcare
Leicester, Northamptonshire
01.2024 - 06.2024
  • Conducted regular employee evaluations, identified strengths and areas for development.
  • Streamlined communication process to enhance customer interactions.
  • Monitored calls for quality assurance purposes, ensured adherence to company policies and guidelines.
  • Managed daily operations to ensure optimal productivity and effectiveness.
  • Identified areas of improvement through regular performance reviews, provided constructive feedback to employees.
  • Fostered a supportive atmosphere through open-door policy approach, encouraged employees' engagement and morale.
  • Facilitated regular training sessions for enhanced employee skills set.
  • Led team meetings, fostered a cohesive work environment.
  • Delegated tasks effectively amongst team members, optimised workload distribution.
  • Coordinated with other departments to resolve escalated issues swiftly.
  • Monitored staff performance and identified training needs, increasing call centre profitability.
  • Implemented new training initiatives to increase employee engagement.
  • Improved call centre operations by hiring efficient, hardworking and knowledgeable staff.
  • Set and managed performance benchmarks for call centre employees.
  • Trained and coached new starters and other sales team members to help meet team targets.
  • Provided weekly reports to line manager on lead numbers, appointments made and number and value of completed sales.
  • Received incoming direct sales enquiries via phone, website, email and referral partners.
  • Communicated promotions, offers and new products to increase and maximise sales.

Customer service team manager

Hometree
Leicester, City of London
01.2023 - 01.2024
  • Ensured all team members adhered to company rules and regulations, maintaining a professional working environment.
  • Participated in recruitment interviews to select best candidates for the team.
  • Constructively provided feedback on performance, encouraging continuous improvement among employees.
  • Organised routine meetings with management to discuss progress and address potential issues.
  • Managed a team of customer service representatives, ensuring efficient resolution of client queries.
  • Monitored individual performances to identify areas needing improvement, leading to increased efficiency within the team.
  • Enhanced customer experience through proactive problem-solving and communication techniques.
  • Coordinated schedules for optimal staffing during peak times.
  • Improved productivity by streamlining work processes.
  • Assessed customer feedback regularly, taking necessary actions towards enhancing service quality.
  • Handled escalated customer complaints with diplomacy, resulting in satisfied customers.
  • Developed comprehensive training materials for new hires, accelerating their onboarding process.
  • Collaborated with other departments for smooth inter-departmental functioning, improving overall company performance.
  • Received and resolved customer complaints escalated by staff.
  • Briefed and motivated staff to deliver daily operational requirements.
  • Facilitated communication and collaboration across departments.
  • Scheduled shifts based on seasonal demands and staff availability.
  • Directed and supervised front-of-house operations, upholding company standards.

Customer service team manager

Freetrade
London, City of London
05.2021 - 01.2023
  • Facilitated smooth transactions with meticulous attention to detail, ensuring accurate record keeping.
  • Maintained detailed records; provided transparency and accountability for all transactions.
  • Demonstrated excellent understanding of financial markets, aiding in confident decision making.
  • Stayed updated with changes in financial regulations to ensure full compliance at all times.
  • Stayed current on securities, stocks and bonds trends to deliver accurate information to clients.
  • Responded to emails, resultant in timely communication.
  • Liaised with other departments to expedite service delivery.
  • Managed customer queries for enhanced service delivery.
  • Maintained confidentiality in handling sensitive information, enhancing client trust.
  • Delivered high-quality customer service to improve business performance.
  • Assisted customers with enquiries, resulting in improved understanding.
  • Improved customer satisfaction by promptly addressing complaints.
  • Assisted customers with varying questions using product knowledge and service expertise.
  • Managed high-volume customer queries simultaneously through effective multitasking.
  • Participated in regular training to maintain up-to-date knowledge on company products and policies.
  • Adhered strictly to policies and procedures for continued company compliance.
  • Obtained feedback from customers to improve service experience.
  • Implemented staff rota schedules to ensure adequate coverage during peak times.
  • Boosted morale by recognising and rewarding exceptional work.
  • Delegated responsibilities efficiently amongst team members.
  • Steered project execution whilst adhering strictly to timeline constraints.
  • Facilitated weekly meetings to discuss progress on projects, deadlines, objectives and concerns.
  • Achieved higher team efficiency with regular training and mentoring sessions.
  • Led and managed administrative staff to maintain smooth daily operations.
  • Coordinated hiring, recruitment and training strategies to build successful administrative team.
  • Streamlined onboarding process by designing an intensive induction programme for new hires.
  • Coordinated workshops and seminars for skill enhancement.
  • Developed comprehensive training programmes for improved staff performance.

Customer service team leader

Hastings Direct
Leicester, Leicestershire
05.2020 - 05.2021
  • Enhanced customer satisfaction with prompt issue resolution.
  • Improved customer service quality by implementing effective team training programmes.
  • Ensured compliance with company policies and regulations by conducting regular audits of team operations.
  • Led daily team briefings to foster a cohesive working environment.
  • Developed standard operating procedures to streamline workflow in the department.
  • Conducted thorough investigation into complex customer issues, ensuring accurate problem-solving outcomes.
  • Managed escalated complaints with empathy and professionalism, improving brand reputation.
  • Implemented performance metrics which improved overall customer service experience.
  • Promoted a positive work culture through staff motivation activities.
  • Facilitated productive team meetings to discuss targets and strategies for meeting them.
  • Provided comprehensive product knowledge training to new employees, enhancing their confidence and performance on the job.
  • Coordinated staff rota, ensuring optimal coverage during peak times.
  • Liaised with other departments for seamless coordination of customer inquiries, achieving faster response times.
  • Maintained high levels of service standards through regular reviews of quality control measures.
  • Fostered a supportive work environment through mentoring sessions, leading to increased employee retention rates.
  • Monitored team's performance, providing constructive feedback for continuous improvement.
  • Responded to customer requests with friendly, knowledgeable service and support.
  • Collaborated with staff members to enhance customer service experience and exceed client satisfaction rate targets.
  • Completed documentation and logs each day, generating detailed weekly reports.
  • Led and supported customer support staff to achieve objectives.
  • Managed workflow to continuously exceed quality service goals.
  • Trained staff on operating procedures and company services.
  • Liaised between customers and internal departments to address and resolve customer service concerns.
  • Worked with new hires to educate on various customer service tasks, product specifications and company protocols.
  • Adhered strictly to policies and procedures for continued company compliance.
  • Identified individual staff development needs and arranged appropriate training.
  • Met customer call guidelines for service levels and handle time.
  • Capitalised on upsell opportunities with new and potential customers.
  • Handled in-person, email and mailed correspondence.
  • Processed and issued refunds, exchanges and credit notes, providing tailored solutions to customer issues.

Customer service team manager

Mars
Leicester, Leicestershire
05.2018 - 05.2020
  • Managed supplier relationships, improving delivery timescales and product quality.
  • Managed risk within the supply chain effectively addressing any potential issues proactively.
  • Ensured timely delivery of goods by efficiently coordinating with logistics teams.
  • Enhanced supplier performance through regular reviews and constructive feedback.
  • Improved operational efficiency by identifying areas of improvement.
  • Oversaw daily operations, ensuring optimal performance.
  • Demonstrated leadership skills in managing diverse teams.
  • Facilitated staff development with ongoing training initiatives.
  • Delivered exceptional service by addressing customer queries promptly.
  • Cultivated a productive work culture by encouraging teamwork.
  • Streamlined processes for improved team efficiency.
  • Fostered a supportive environment through active team management.
  • Conducted regular meetings for transparent communication.
  • Scheduled shifts based on seasonal demands and staff availability.
  • Recruited high-performing, reliable staff for improved team productivity.
  • Oversaw bookings with accurate calendar management.
  • Supported team by demonstrating respect and willingness to help.
  • Completed customer orders with speed and accuracy.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Used Microsoft Word and other software tools to create documents and clear communications.
  • Applied critical thinking to analyse problems, evaluate solutions and select best decisions.
  • Oversaw daily operations to achieve high productivity levels.
  • Bolstered morale and motivation through targeted group coaching sessions.
  • Mentored executives to achieve their full leadership potential.
  • Facilitated team building exercises, resulting in stronger workplace relationships.
  • Challenged leaders to broaden their perspectives for better decision making.
  • Liaised effectively with stakeholders at all levels of the business.
  • Coordinated with suppliers, ensuring timely delivery of products and services.
  • Formulated strategies to mitigate potential risks in the supply chain process.
  • Led delivery team to achieve operational excellence.
  • Coordinated hiring, recruitment and training strategies to build successful administrative team.
  • Trained team members on utilising the full potential of the CRM system.

Building Society Manager

Melton Building Society
Melton Mowbray, Leicestershire
05.2016 - 05.2018
  • Increased client base through targeted marketing strategies.
  • Organised team meetings to enhance communication amongst staff members.
  • Ensured compliance with all banking laws and regulations during operations management.
  • Provided expert financial advice to clients, fostered long-term relationships.
  • Monitored daily transactions to ensure accuracy and prevent fraud.
  • Collaborated with different departments to streamline procedures and eliminate inefficiencies.
  • Coordinated staff training programmes, promoted professional development within the team.
  • Maintained high standards of service delivery by encouraging excellence among team members.
  • Enhanced customer satisfaction by developing strong relationships and understanding individual needs.
  • Managed daily branch operations and supervised team of banking staff.
  • Coached and developed banking staff to consistently meet and exceed performance objectives.
  • Drove a culture of high performance and continuous improvement by establishing clear, measurable KPI metrics across branch sales, service and operations.
  • Used knowledge of bank services, products and processes to manage customer-related issues.
  • Hired exceptional candidates and effectively led staff to maximise productivity and eliminate process lags.
  • Increased new business connections and revenue generation opportunities by improving networking strategies.
  • Coached banking service teams in providing exceptional customer care.
  • Opened customer accounts and provided smooth onboarding services.
  • Built positive customer relationships for optimised branch loyalty.
  • Informed customers of changes to products, services and laws affecting current accounts.

Education

GCSEs - GCSE

Manor Farm Comprehensive School
Walsall
09.1983 - 06.1988

Skills

  • Customer relationship management software
  • Financial acumen
  • Quality assurance controls
  • Change implementation
  • Staff motivation
  • Staff recruitment
  • Supply chain management
  • Mentoring and coaching
  • Process Improvement
  • IT systems knowledge
  • Leadership excellence

Affiliations

  • Yoga, music, interior design and trying to keep my plans alive

Timeline

Business Development Manager North

Avery Healthcare
06.2024 - Current

Central Call Centre Manager

Avery Healthcare
01.2024 - 06.2024

Customer service team manager

Hometree
01.2023 - 01.2024

Customer service team manager

Freetrade
05.2021 - 01.2023

Customer service team leader

Hastings Direct
05.2020 - 05.2021

Customer service team manager

Mars
05.2018 - 05.2020

Building Society Manager

Melton Building Society
05.2016 - 05.2018

GCSEs - GCSE

Manor Farm Comprehensive School
09.1983 - 06.1988

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Toni Jacqueline SheltonBusiness Development Manager