JOB HISTORY

March 1999 - Present - Customer Services Manager, Brann Worldwide Responsible for ensuring a successful delivery of services to meet the agreed client and customer objectives, that in turn increases business opportunity.
Actively participate in the preparation and definition of new business proposals with front line responsibility for defining estimates and solutions.
Maintaining a working knowledge of developments in the telemarketing, customer service and client industries, including, new product releases, technology and legislation.
Lead and organise a staff base of 100+, to achieve quantity and quality standards in a fast moving customer-orientated environment.
Communicate at all levels throughout the business both verbally and in writing.
Coach and motivate Team Leaders to achieve high standards of customer care through their people.
Build and develop strong professional relationships across internal departmental boundaries.

Dec 98 - Mar 99 - Datacapture Team Leader, Brann Worldwide
Responsible for the day to day running of the section, by scheduling workloads, preparing procedures, and organinising staff levels.
Some duties include preparing various reports for senior management, liasing with various departments to create procedures for new clients' work, and examining database programes to ensure usability.

July 98 - Dec 98 - Training Co-ordinator, Argos Direct
Responsible for developing and delivering the training procedures used to train new staff, and upgrade the skills of existing staff. Some duties include producing training packages, developing staff skills and knowledge, scheduling the training of new staff, and delivering various courses.

Aug 97 - July 98 - Team Manager "The Phyllistines", Argos Direct
Responsible for 23 staff on a daily basis, this position required excellent communication skills, human resource management skills, and the ability to handle responsibility. Some duties included staff training, giving support and feedback, preparing staff appraisals, communicating with other teams, and general daily paperwork to ensure the smooth running of the team.

May 97 - Aug 97 - Recovery Team Member, Argos Direct
Responsible for dealing with distribution methods to customers, and helping resolve any problems that may occur. This included liasing with the transport department and exchanging information, taking any escalated calls from Customer Service Agents and resolving them to their conclusion, and preparing weekly statistics of various information.

Sept 96 - May 97 - Customer Services Agent, Argos Direct
Responsible for dealing with all aspects of customer services, including booking delivery dates, resolving complaints, and handling all enquiries with the use of a telephone and computer system.

Previous to my employment with Argos Direct, I had a retail management background, having been the manager of a Bakers Oven retail outlet in Ilkeston (Derbyshire)

Last Updated: August 29th, 2000