Tony Potts
Riding Mill,Northumberland
Summary
Dynamic professional with 15 years of experience in a Call Centre operations, specialising in team leadership and strategic decision-making. Proven track record in KPI analysis and service enhancement, driving measurable improvements in performance. Expertise in training and developing high-performing teams, fostering a culture of excellence and accountability. Committed to continuous improvement and empowering team members to achieve their goals.
Overview
26
26
years of professional experience
22
22
years of post-secondary education
Work history
Team leader
EE
Newcastle
08.2000 - Current
- Conducted regular performance reviews to identify areas of improvement for each team member.
- Implemented new working methods which improved overall efficiency of the team operations.
- Fostered a high-performing environment to drive productivity and quality.
- Implemented new working methods which improved overall efficiency of team operation.
- Negotiated successful outcomes in challenging scenarios, demonstrating strong problem-solving skills.
- Prioritised tasks according to urgency and importance, optimising workload allocation among team members.
- Increased team cohesion by implementing regular feedback sessions.
- Managed/Coached team sizes between 10-14 guides.
- Ensured adherence to company policy by all team members, maintaining professionalism at all times.
- Encouraged open communication, fostering a positive work culture.
- Coordinated daily tasks, ensuring smooth workflow within team.
- 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.
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
- Collaborated with colleagues from different backgrounds to tackle new challenges.
- Led team of 10-14 to achieve KPI targets and successfully complete assigned projects.
- Recognised exceptional individual performance for improved motivation.
- Monitored health and safety measures for guaranteed compliance.
- Devised actionable plans towards achieving set business objectives within deadlines.
- Led project coordination, resulting in timely delivery.
Administrator
Royal Collage Of Nursing
Newcastle upon Tyne
09.1999 - 07.2000
- Facilitated internal communications with clear and concise memos and bulletins.
- Increased efficiency of document retrieval with a well-organised filing system.
- Handled sensitive information discreetly, maintaining confidentiality at all times as required by protocol.
- Answered inbound phone calls, resulting in excellent customer service provided to clients.
- Assisted senior administrators to effectively coordinate large-scale events.
Glass collector
Cafe Pacific
Newcastle upon Tyne, UK
07.1999 - 07.2000
- Executed additional duties as required, demonstrating flexibility and commitment.
- Offered assistance to bar staff during peak hours to maintain smooth operation.
- Provided clean, ready-to-use glassware by diligent collection, washing, and restocking duties.
- Maintained cleanliness of bar area by prompt collection and washing of glassware.
Education
GCSEs - Maths
Walbottle High School
Newcastle upon Tyne 09.1996 - 08.1998
GCSEs - English
Walbottle High School
Newcastle upon Tyne 09.1996 - 08.1998
GCSEs - English Literature
Walbottle High School
Newcastle upon Tyne 09.1996 - 08.1998
GCSEs - Science - Dual
Walbottle High School
Newcastle upon Tyne 09.1996 - 08.1998
GCSEs - Science - Dual
Walbottle High School
Newcastle upon Tyne 09.1996 - 08.1998
GCSEs - French
Walbottle High School
Newcastle upon Tyne 09.1996 - 08.1998
GCSEs - Art
Walbottle High School'
Newcastle upon Tyne 09.1996 - 09.1998
GCSEs - Graphics
Walbottle High School
Newcastle upon Tyne 09.1996 - 08.1998
GCSEs - PE
Walbottle High School
Newcastle upon Tyne 09.1996 - 08.1998
GCSEs - History
Walbottle High School
Newcastle upon Tyne 09.1996 - 08.1998
GCSEs - Geography
Walbottle High School
Newcastle upon Tyne 09.1996 - 08.1998
NVQ Level 2 - Business Studies
Walbottle High School
Newcastle upon Tyne 09.1998 - 07.1999
Skills
- Motivational mastery
- Decisive decision-making
- Communication excellence
- Patience and tolerance
- Leadership proficiency
- Issue resolution
- Training and development
- Process improvement
- KPI management
- Team building and supervision
- Complaint escalation handling
- Task prioritization
- Staff management
- Disciplinary procedures
- Time management
Personal Summary
42yrs old, married for 8yrs, 2 children, aged 3 and 7yrs of age. Hobbies include keeping healthy by running, playing golf and the odd game of cricket (before kids) and not forgetting mountain climbing/walking with family or apart of a team. I love spending time in the Lake District and completed the Three Peak Challenge and the Lakes 3,000 along with my Windermere marathon in 2024. I would say The Lake District is my favourite place in the UK apart from St.James Park where I have recently started taking the eldest to league matches though win ratio could be better.
Timeline
Team leader
EE
08.2000 - Current
Administrator
Royal Collage Of Nursing
09.1999 - 07.2000
Glass collector
Cafe Pacific
07.1999 - 07.2000
NVQ Level 2 - Business Studies
Walbottle High School
09.1998 - 07.1999
GCSEs - Maths
Walbottle High School
09.1996 - 08.1998
GCSEs - English
Walbottle High School
09.1996 - 08.1998
GCSEs - English Literature
Walbottle High School
09.1996 - 08.1998
GCSEs - Science - Dual
Walbottle High School
09.1996 - 08.1998
GCSEs - Science - Dual
Walbottle High School
09.1996 - 08.1998
GCSEs - French
Walbottle High School
09.1996 - 08.1998
GCSEs - Art
Walbottle High School'
09.1996 - 09.1998
GCSEs - Graphics
Walbottle High School
09.1996 - 08.1998
GCSEs - PE
Walbottle High School
09.1996 - 08.1998
GCSEs - History
Walbottle High School
09.1996 - 08.1998
GCSEs - Geography
Walbottle High School
09.1996 - 08.1998
Similar Profiles
Maham SandhuMaham Sandhu
Supervisor leader at EESupervisor leader at EE
Kimberly GurleyKimberly Gurley
Server at EEServer at EE
Dan DendyDan Dendy
Store Guide at EEStore Guide at EE
Ayfer BakogluAyfer Bakoglu
Teaching Assistant in primary/secondary schools at Tradewind RecruitmentTeaching Assistant in primary/secondary schools at Tradewind Recruitment
Joel Alexander-SewellJoel Alexander-Sewell
Labourer at Jim Soanes Paving and Tarmac ContractorsLabourer at Jim Soanes Paving and Tarmac Contractors