Laura Bolton
Contact Centre Manager
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About
As a results driven contact centre manager with 16 years of customer service experience within a fast-paced automotive industry, I have a keen eye for detail always looking for ways to enhance the customer journey to make sure every interaction is a positive one. I thrive in a fast-paced environment and I am used to thinking on my feet. I have been nominated for the auto30club who inspires you campaign for inspiring automotive women twice and most recently received a nomination for auto trader woman of the year award.
Experience
Contact Centre Manager - Johnsons Cars Ltd
(2022-07)
I am responsible for leading a team of inbound and outbound advisors and overseeing daily operations to ensure high-quality customer service and operational efficiency. Key responsibilities include staff management, performance monitoring and coaching, and operational strategy development.
- Motivate teams and co-ordinate incentive and recognition programs to boost performance.
- Hire, train and mentor call centre staff to ensure high customer service standards.
- Monitor and Identify ways to improve efficiency in operations and processes, whether that is contact centre processes or individual training requirements.
- Collaborate with 40+ site managers to manage individual brand diaries to ensure workshop loading is efficient.
Contact Centre Assistant Manager - Johnsons Cars
(2017-08 - 2022-07)
As assistant manager of the contact centre my main duties were to support the manager in daily tasks and to manage the live workload coming through whilst working alongside the telephone advisors and be available to assist them where needed.
Contact Centre Outbound Advisor - Johnsons Cars
(2009-10 - 2017-07)
I learned a lot of customer service skills during my time as a phone agent within the contact centre, dealing with various queries from simple maintenance bookings to complex complaints, always maintaining a high standard of customer service.
- Convert leads into bookings as well as upselling products to reach an individual target monthly, which I always exceeded.
NHS Patient Transport Officer (Temp 6-month contract) - West Midlands Ambulance Service
(2008-10 - 2009-03)
- Assess the needs of patients requiring transport to and from hospital for appointments or being discharged, to ensure the correct type of vehicle was supplied for their needs.
- Engage with hospital staff.
Education
GCSE - Arrow Vale High School, Redditch (2006-07)
NVQ Level 2 - Customer Service
