Rachel Hackett

I am an energetic bubbly individual with strong people skills who possesses the drive and enthusiasm to meet and exceed goals. I strive towards exceeding customers' expectations delivering efficient and consistent high quality customer service. I constantly strive to identify new and innovative ways to improve myself and my team for the benefit of the customer.

I am the physical and mental health first aider for the department in the business I work in which is valid till 2025. I also part time work for a Breast Cancer Charity giving talks all over to groups of young adults to help identify the early signs of cancer and to help save lives.

Customer service Trainer & Coach - World of Sweets - Sutton in Ashfield NG17 5LD

(2021-09)

After being with the business for nearly 4 years the department identified as the department grew a trainer and coach was required, with the knowledge and experience I have with the business this position was offered to myself, as someone who is always looking to improve my skills and build my portfolio, I accepted this position straight away.

• Inducting and training new members of staff over four departments, liaise with the IT team to ensure equipment and system access is set up prior to them joining the business, working closely with HR to ensure the correct documents are received by the employee and holiday information special requirements are communicated.
• Taking new staff members through a training plan of expectations/systems/ people two weeks of classroom training and a week of shop floor training supported by myself and the team leader.
• Creating/updating and maintaining training packs across all departments building and creating process maps and key information to ensure staff have all the equipment needed to do their jobs to the best of their ability.
• On the job coaching, working alongside the team leaders to ensure all teams are working towards their KPI's, that all new processes are trained across the departments and refresher training is scheduled where required.
• Phone/email coaching exercises

Customer service Team Leader - World of sweets - Sutton in Ashfield NG17 5LD

(2018-04 - 2021-09)

Managing a team of 8 people; Ensuring that staff are motivated, monitored and measured in line with company targets and performance standards. Responsible for making sure that any gaps in performance or quality are quickly identified and addressed. Producing accurate reports on team performance for senior managers.

• Preparing daily workloads for staff & coordinating the daily allocation of work.
• Motivating the team to achieve high standards and KPI targets.
• Handling new client enquiries and acting as the face of the business.
• Dealing with and resolving problems and issues which arise.
• Working with the sales and marketing team to drive sales forward.
• Monitoring & reporting on standards & performance targets.
• Arranging & chairing weekly team meetings, focusing on targets & achievements.
• Implementing new initiatives.
• Involved in the recruitment of new staff.
• Praise team members and creates a positive working environment.
• Ensuring all administrative and IT records are entered and updated correctly.
• Providing prompt and accurate information on individual performance.

Customer Resolution Representative - Ferrero UK and IE (Thorntons) - Thorntons Park, Somercotes, Alfreton Derbyshire DE55 4XJ

(2014-03 - 2018-04)

Part of a team between 12 (off peak) to 40 (peak) Contact Centre agents handling the inbound call/ email and social media volumes in addition to managing the back office administration for the Ferrero Contact Centre. I am one of four senior members of the team supporting high profile and escalated issues

• Identify continuous improvements that can be made across the business.
• Working cross functionally to improve service to customers
• To collate and present clear reporting and analysis to senior management
• Customer Service Acting Team Leader for Ferrero
• Manage high profile and escalated issues including complaints highlighted in the media.
• Chair and support Customer Service Engagement strategy with CCM
• Root cause analysis of Ferrero Complaint and action plans to support reduction
• Supporting recruitment and training of seasonal staff
• Supporting Inbound calls/emails and social media into the busy Ferrero Contact Centre
• Presenting in team meetings
• Supporting successful integration of Ferrero Customer Contacts from Barcelona into Thorntons Contact Centre
• Agent of the year for the Ferrero and Thorntons Contact Centre
• Finalist for team of the year for the Thorntons Contact Centre

Asssistant Bar Manager - Devonshire Arms Public House - Somercotes Hill, Alfreton Derbyshire DE55 6SL

(2011-04 - 2012-02)

I worked as an assistant bar manager as part of a busy pub serving food and drinks. My role was to recruit and support a busy team ensuring peak operation was supported whilst maintaining costs.

• Recruitment and training of new starters
• Completing staffing/holiday rotas whilst maintain coverage and costs.
• Working with the brewery on sales and stock forecasts.
• Responsibility for the bars entertainment based on historical sales
• Helped to improve profits by 18% YOY for 2012/2013
• Finalists Derbyshire food and drinks awards for 2013
• 5* Hygiene rating

Head Receptionist - Permaroof - Wimsey Way Industrial Estate, Alfreton Derbyshire DE55 4XJ

(2007-04 - 2011-02)

I worked as a head receptionist of a roofing suppliers handling high levels of calls and people into the busy reception.

• Handling inbound calls and people into a busy reception area
• Taking customer orders
• Arranging customer training courses
• Management of invoicing and credits
• Liaising with suppliers
• General administrative duties
• Arranging training courses
• Nominated as employer of the year by external suppliers
• Cutless project moving from one system to another whilst keeping the day job running

NVQ Level 2 - Hairdressing/Reception skills/ICT - Chesterfield College (2004 - 2006)

NVQ - Customer Service Level 2 - Chesterfield College

Functional skills - Maths and English Level 2 - Chesterfield College

GCSE - General Education