Lynne Fortune

I suppose my core attributes are honesty, tenacity and an eagerness to learn.

I believe that honesty is the key to any relationship, whether it be business or personal. It allows all those involved access to a clear understanding of the needs of any and all parties. If I know what you need, I will do my best to make it happen.

This is where tenacity plays an important role. Understanding what needs to be achieved is nothing without taking action to achieve it. Having the desire to achieve at all reasonable cost is what, in my opinion, sets the scene for success. When you are tenacious, working hard is as natural as breathing.

Having said that, understanding and desire is useless without knowledge. I am eager to learn as many things as I can for various reasons. Chief amongst them simply being that things are easier to do when you know how to do them, I am a firm believer in working hard AND smart. Also there is a curious 6 year old in me that just wants to know why, how, when.... Ect.

I hope this brief introduction has given some insight into my character

Day to day management of performance –KPI's

Ensured all HR Policies and Procedures were observed

Managed customer escalations and complaints

Ensured operational deliveries was in line with contractual obligations

Provided input and participated in calibration sessions

Provided relevant internal and external reports as per the business unit requirements

Analyzed business data identifying and highlighted trends to management teams

Analyzed operational data and took relevant action

Reviewed reporting tools and suggested improvements to meet the management information requirements of the organization

Set direct reports quantitative and qualitative performance objectives and ensured individual performance objectives were in place and reviewed to meet organizational and individual needs

Ensured that the required metrics and measures were in place and monitored to provision the management of contractual agreements Within Grad bay sector of the business.

Network promotions

General customer service, Account queries/billing, Delivery follow ups, Mobile phone fault diagnostics and DE-ESCALATIONS for uk telecommunications giant-TELEFONICA.

 

PMI : TEAM LEADER TRAINING

NQF level 4

Contact Centre Statistics Management

Team Management

Teamwork

Coaching

Goal setting

Written Business Communication