Team Leader – NW Complaints Campaign at Teleperformance (2025-04 – Present)
Currently managing a team within the NW Complaints Campaign, ensuring high standards of customer service, complaint resolution and operational performance.
- Leading and supporting a team to achieve performance and quality targets.
- Coaching and developing advisors through regular feedback and performance reviews.
- Handling escalated customer complaints and supporting effective resolutions.
- Monitoring KPI performance and implementing improvement plans where required.
- Delivering training and ongoing support to team members.
- Ensuring compliance with company procedures and customer service standards.
Customer Service Advisor / Team Leader at Firstsource Solutions (2008-07 – 2025-04)
Worked across four major campaigns including Sky, O2, Vodafone and Ulster Bank, gaining extensive experience in customer service, technical support, administration and leadership.
- Sky: Assisted customers with billing queries, upgrades and technical support issues.
- Sky: Identified customer needs and recommended suitable products and services.
- Sky: Delivered excellent customer service through effective problem solving and communication.
- O2: Provided technical support and troubleshooting for mobile phone customers.
- O2: Resolved billing issues and customer complaints efficiently.
- O2: Maintained high levels of customer satisfaction through strong communication skills.
- Vodafone: Supported business customers with billing, troubleshooting and handset replacements.
- Vodafone: Delivered training sessions for new business teams.
- Vodafone: Participated in recruitment activities including interviews, reference checks and communicating application outcomes.
- Ulster Bank: Worked on a mortgage administration project involving back-office processing and account management.
- Ulster Bank: Supported banking customers with balances, account queries and product recommendations.
- Promoted to Team Leader in 2022, managing a team of 16 agents during the Ulster Bank Ireland account closure project.
- Delivered coaching, training and performance support to ensure KPI targets were achieved.
- Monitored team performance and provided regular feedback and development support.
Sales Assistant / Operations Team Member at Marks & Spencer (2003-09 – 2008-07)
Held a variety of responsibilities within store operations and customer service, including accountability for a dedicated department area.
- Managed stock replenishment to maximise sales and reduce wastage.
- Processed deliveries efficiently while following company productivity and health & safety standards.
- Assisted with cash handling, cashing up tills and investigating till discrepancies.
- Supported recruitment and training of new staff members.
- Supervised junior team members, providing coaching, support and performance feedback.
- Worked to minimise stock loss and shrinkage within assigned department areas.
Sales Assistant at Index (2002-09 – 2003-09)
Delivered excellent customer service on the shop floor and tills while supporting the smooth day-to-day operation of the store.
- Maintained stock levels and visual merchandising standards.
- Processed deliveries quickly and safely to ensure stock availability.
- Carried out housekeeping duties to keep the store clean, safe and welcoming.
- Assisted customers with queries and purchases to provide a positive shopping experience.
