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Executive Summary

Accomplished, client-focused professional with over 25 years of experience delivering excellence in the management of processes, procedures and personnel within sales, call centre and marketing environments. Demonstrated ability to ensure high levels of customer service, interpreting needs and matching with services and solutions to best address to customized client requirements.  Highly efficient in analyzing and researching complex data and information to ensure contractual and regulatory requirements are met. Expertise in effectively training employees on new products/services, procedures and systems. Possess extensive experience in call centre operations and providing leadership to teams in the delivery of high standards of customer service and the delivery of established objectives and KPIs. Highlights include: 

  • Organized and scheduled staff assignments to ensure efficiency in budget management and the completion of tasks within agreed time frames while maintaining high standards of quality.
  • Recognized for the ability to build and deliver local and corporate-wide training programs.
  • Skilled in evaluating employee performance and procedural efficiencies to identify opportunities for development
  • Experienced in generating reports pertaining to account/ claim activities and presenting findings and recommendations to senior management.
  • Practiced in assessing processes and procedures to evaluate compliance and implement initiatives to ensure compliance.

Core Competencies

  • Team Management
  • Data Analysis
  • Training & Development
  • Process Improvement
  • Change Management
  • Call Centre Operations
  • Regulatory Compliance
  • Customer Service
  • Scheduling and Organization
  • Communication
  • Teamwork & Supervision

Education

1984-101987-07

Business Information Technology

Northumbria University

BIT

Professional Experience

2016-042016-11

Website Development And Social Media Officer

Newcastle Philosophy Society

Volunteer 

2016-042016-11

Trustee & Board Member

Newcastle Philosophy Society
  • Attend monthly board meeting .
  • Maintained accurate records, reviewed entries and updated clients on costs.
  • Performed thorough reconciliations and auditing of invoice entries to ensure 100% accuracy.
  • Proficiently reviewed billing for litigation.
2016-052016-11

Facilitator - Hidden Philosopher

Newcastle Philosophy Society

I facilitate this interview twice per week as part of the School of Questioning project.

January 2009December 2009

Telecan Room Supervisor

Finishing Touches
  • Provided detailed and concise interpretation of policies and contract information to ensure consistently high standards of claims management.
  • Successfully conducted contract negotiations.
  • Conducted in-depth investigations of property and casualty claims involving bodily injuries.
  • Assessed, determined and calculated liability and issued payments.
  • Consistently surpassed targets in all areas including file completions, days active and open exposures.
  • Closely monitored application and adherence to regulatory standards.
2012-022012-12

Promotional Marketing / Team Leader

Lifestyle Home Improvements
  • Successfully steered a team of 10 customer service representatives within a busy centre, closely monitoring productivity and service quality to ensure high standards were maintained.
  • Conducted regular quality audits to ensure compliance to company and regulatory obligations .
1997-031988-11

Switchboard Supervisor

Reuters Group PLC

Day to day supervision of 18 staff in an international HQ switchboard covering 28 sites within the UK and a global private communications network.

Oct 1996Mar 1999

Corporate Trainer / Acquisitions Team

GLOBAL INTERACTIVE COMMUNICATION
  • Played a key role in post acquisition processes, researching and analyzing new company’s policies and procedures to assist in formulating integration strategies.
  • Increased efficiencies through astute streamlining and consolidation of processes.
  • Contributed to the successful change management process by delivering training to 300-400 employees on new and enhance systems.
  • Designed and created training manuals for new hires.
  • Efficiently handled inbound calls and provided technical supports across a range of cable products.
  • Competently processed new installations and assisted with billing enquiries.
  • Delivered company-wide seminars on newly acquired company products.
  • Devised and delivered training that reduced error rate by 6.5%
Sep 2006Aug 2008

Consumer Sales Consultant

VERIZON
  • Consistently delivered exemplary levels of customer service responding effectively to customer enquiries.
  • Maintained detailed and up-to-date knowledge of products and services facilitating efficient communication to customers, through careful interpretation and analysis of customer needs.
  • Consistently monitored processes and procedures to ensure full compliance to state and federal telecommunications regulations.
  • Achieved #3 ranking out of 2100 people within call center.

Professional Training, Certification & Licenses

Teramai Reiki-Seichem Master/Teacher,, 1999

Crystal Light Energy Practitioner, 2000
Metamorphic Technique Practitioner
 

Skills

Clairvoyance

I trained at SAGB