Reactive Scheduler at Lanes Group (2016-11 – 2021-01)
- Efficiently and effectively distributing the workload to engineers using a scheduling system.
- Prioritising work in order to ensure high priority work is handled within SLA and correct resources are sent to deal with the customers problem.
- Meeting all customer call guidelines, including service levels, handle time and productivity.
- Effective liaison between customers and internal departments
- Take action to deal with field staff requests for assistance and escalate situations early to managers to assist in managing operational risk
- Manage work schedule and deal with jobs that cannot be scheduled or are in jeopardy to ensure that business objectives are met.
- Ensure rework is actioned immediately to minimise the effect on the customer.
Team Manager at Lanes Group (2017-11 – 2018-07)
- Managing the reactive schedulers in my team, and ensuring things are going smoothly both operationally and functionally
- Dealing with any escalated issues from the schedulers and having a solution
- Leading my team in order to achieve their daily roles, which also included personal development plans
- Implement team goals and objectives, I.e. compliance and regional performance
- Provide effective feedback
- Inspire and motivate team members
- Be able to meet targets and handle a high pressure environment
Customer Service Supervisor at Sainsbury's (2016-05 – 2016-11)
- Running the overall store operations in the absence of the store manager.
- Managing payroll and scheduling shifts.
- Training colleagues when new software's and procedures come in place.
- Being the area lead for the Great Place To Work meeting.
- Ensuring efficiency and maintaining the highest retail standards.
- Enhancing customer experiences, by motivating and engaging colleagues to give the best customer service.
- Being a motivational leader for employees, through strong interpersonal and communication skills.
- Auditing the work environment to ensure compliance with Health & Safety standards.
- Responsible for building goodwill & loyalty from customers.
- Coming up with possible alternatives and different perspectives to business issues and reaching business KPI's.
Customer Service Security Officer at Heathrow Airport, BAA (2014-05 – 2016-04)
- Dealing with passenger and staff enquiries
- Filing out the correct paperwork for staff ID badges
- Operating X-ray equipment
- Checking ID and vehicles
- Keeping professional when dealing with the VIP suite, and being a liason for VIP passengers
- Ensure compliance with security requirements in a courteous way
- Provide a safe and courteous environment for passengers as they embark on their journeys
- Interact with people from different countries and cultures
Customer Service Supervisor at Wholefoods Market (2013-10 – 2014-05)
- Dealing with email correspondence internal and external
- Meeting and greeting customers/ clients/ technicians
- Listening to customer feedback, complaints and reporting back to leadership
- Filtering through the regional office enquiries stock availability over the phone
- Events management Online and in store bookings
- Liaising with marketing teams for donations to various charities
- Delegating tasks
- Monitoring the team's performance
- Helping with training and development
Receptionist/ Administration at Mclee & Co Solicitors (2010-11 – 2013-10)
- Ensuring all information/ enquiries/ messages are communicated to the correct departments and managers
- Answering calls and taking messages
- Photocopies and filing of daily paperwork
- Dealing with customer requests and complaints
- Ensuring all enquiries are handled quickly and efficiently
- Managing documents and client file organization
- Organizing payments and invoices as well as daily banking duties
- General administrative and clerical support
