An enthusiastic and articulate individual with outstanding customer facing skills. Quick to grasp new ideas and concepts, and to develop innovative and creative solutions to problems. Able to work well on own initiative and can demonstrate the highest levels of motivation required to meet the tightest of deadlines. Even under significant pressure, possesses a strong ability to perform effectively.

Now looking for a new and suitably challenging role which will make best use of existing transferable skills whilst providing the opportunity for further development.

• Worked as part of an inbound team on a “short term campaign” on behalf of Barclaycard Freedom, retaining merchants into a new reward programme for Barclaycard credit card holders
• Providing information to Merchants who called into the contact centre with questions or queries
• Delivered the highest possible customer service on behalf of the client
• Ensuring that any objections from the Merchant were properly handled as per guidelines set out by the client
• Ensuring that DPA was followed on all calls and updating records when required             
• Consistently exceeded targets for both my retention rate and call quality
• In the absence of management running the calling floor and ensuring that all calling staff continues to work towards KPI’s and SLA’s
• Real time management of calling staff and SLA’s
• Highlighting to management any agent that requires HR attention for call conduct, attendance etc
• Monitoring, Coaching and development of all calling staff
• Attending client meetings when required
• Updating attendance log and planning scheduled rest time for calling staff
• Assisting both Operations Manager and Team Manager when required
• Enrolled myself into the company's academy to work towards NVQ qualifications in customer service

• Worked as part of an outbound team on behalf of Sky Talk Order Management
• Liaise with and provide support for resolving issues around rejected, delayed or trouble orders. Providing solutions and updates to customers, technical staff and providers for orders reviewed and processed.

• Day to day responsibility for managing a team and ensuring the highest levels of customer service are provided at all times
• Adhering to all company Health & Safety policies 
• Troubleshooting any issues which may arise and dealing with any complaints in a timely and professional manner

• Responsible for all aspects of running a busy bar including opening and securing the premises
• Stock control and merchandising as well as purchasing and storing beverages
• Recruitment and training of staff and creating the weekly rotas
• Daily cashing up and banking duties
• Serving customers and cash handling whilst adhering to company Health & Safety regulations
• Creation of budgets and pricing structures

• Overseeing a team of staff with responsibility for the care and support of adults with disabilities
• Encouraging an environment of continuous learning and development to increase skills base
• Dealing with all aspects of HR and Payroll including Equal Employment Opportunities, inductions and implementation of a rota based system
• Ensuring strict financial controls within the project and managing the budgets effectively
• Production of monthly, quarterly and yearly financial reports
• Undertaking risk assessments to manage risk in line with Occupational Health & Safety guidelines
• Constantly seeking to ameliorate the service provision and looking at more efficient ways of working
• Coaching and mentoring staff and recognising any training needs

• Making outbound telephone calls to customers who are overdrawn or have loan/credit card arrears
• Agreeing repayment plans with the customers
• Handling difficult customers who default from repayment plans and advise on procedures for non payment

Traveller - International Traveller

Australia, UK, France, Spain, Switzerland, Italy

Customer Service Supervisor

• Managing a team of staff with responsibility for the care and support of disabled service users
• Training and development of staff to ensure they are working to the best of their abilities whilst recognising any training needs
• Managing budgets and ensuring all staff payroll costs are within budget

BIIAB Level 2 National Certificate for Personal License Holders
TCG Platform Training - Bronze and Silver Levels
Rostering Practices, Roster Development and Costing
Certificate in Small Business Practice

• Word, Excel, PowerPoint, Basic Web Design, Basic Adobe Photoshop, Internet and Email

Health: Excellent 
Other: Driver; full clean licence; qualified in first aid
Visa Status: Australian with permanent Resident Status

Web Site Developer and Owner

• Numerous websites mainly social networking owned and managed
• Website promotion
• Support services

 Photography