Charlotte John

I am a hardworking ambitious person who is keen to be successful in everything that I do. I am a good communicator and collaborator, using these skills to inspire myself and others to perform to the best of our abilities. I am quick and willing to learn new skills, embracing change and taking on new challenges.

One of my biggest strengths is being a great communicator – I am able to identify and analyze complex problems and able to translate this to key stakeholders through different methods of communication. This is in due part to planning ahead and delivering on results. Personal is at the heart of everything I do – my personal brand is one of my biggest assets and developing a reputation of being approachable, caring about others wellbeing and generally being hands on.

Agency Support Specialist at Parasol Limited (2026-01 – Present)

• Personally recognised by the CEO with an award for consistently meeting all deadlines and performance targets across my assigned agencies, while ensuring contractors were paid accurately and queries resolved during a challenging transition period.
• Act as a single point of operational contact for agencies and businesses, building strong relationships and delivering a personalised service to improve customer experience and agency relations.
• Selected as the sole Agency Support Specialist to support a new way of working, trusted with additional responsibility to help shape operational processes while maintaining excellent customer service and performance.

Employee Support Advisor at Parasol Limited (2025-03 – 2026-01)

• Delivered high-quality customer service and problem resolution to agency contractors across telephone, live chat and email, supporting payroll and employment related queries. Achieved the highest Trustpilot performance among advisors during a company campaign focused on improving customer satisfaction and the organisation's overall Trustpilot rating.
• Maintained performance against targets during a significant operational transition affecting contractors, adapting quickly to new processes and ways of working.
• Successfully applied for the Stepping Stones management programme to help develop my leadership, time management and problem-solving skills. This led onto my promotion into my next role.

Team Leader (Secondment) at BT Group (2024-08 – 2024-12)

• Responsible for 15 direct reports who were a new starter team to the business.
• Leadership skills by being responsible for developing and coaching guides to perform to the best of their abilities.
• Turned around an ill-disciplined under performing team to consistently achieving above standard performance across multiple key metrics.
• Able to adapt communication to multi-level stakeholders, ranging from Managing Director to Call Center Service Guides.

Service Guide at BT Group (2019-03 – 2025-03)

• Completed a leadership development programme backed by senior leaders. Through this course I learned key skills including stakeholder management, strong planning skills and communicating with impact.
• Proven track record of delivering results against set targets.
• Delivering a Personal experience to customers and stakeholders, presenting solutions in an easy to understand dialogue and format.
• Trusted to step up into a leadership role to several new intake teams, ensuring the correct behaviors and standards are maintained and delivering success.

GCSES – Bishop Vaughan Catholic School (2011 – 2016)