I am an energetic, ambitious and enthusiastic professional, with excellent presentation, verbal communication and organisational skills. A confident and effective person experienced working within a busy, highly pressured office environment. Highly motivated and continually striving to maintain positive relationships with clients, employers and colleagues.
Operations Team Leader
Jan 2019 – Present
A Global Employee Engagement Platform (EEP) serving 50,000 companies with over 15 million users. LifeWorks’ mobile employee engagement and wellness platform puts the employee at the heart of its business. LifeWorks combines an action-oriented solution with functionality spanning across employee recognition, employee assistance, wellness, social communications, rewards, perks and employee engagement analytics. For the first time, employers can offer their workforce a single and compelling mobile-first digital platform.
Aug 2013 – Jan 2019
Employee Assistance Programme
Taking calls from service users in line with service agreements.
Dealing with a variety of different issues/queries and researching the appropriate information for the service users.
Sign-posting service users to relevant organisations, who can help them with their specific requirements.
Offering emotional and practical advice to service users.
Dealing with vulnerable adults and adhering to risk procedures at all times.
Discussing individual cases with counsellors when customers need extra emotional support.
Replying to emails and calling service users back within the arranged time scales.
Always exceeding targets and going over and above job role to provide excellent service.
Providing workshops on well-being topics for all employees in the business.
Creating training manuals and training of new staff members.
Feb 2012 – Sep 2013
INGEUS, WELFARE TO WORK PROGRAMME, GOVERNMENT — Glasgow City Centre
To provide excellent service and support to unemployed people participating on the Work Programme. To provide holistic assessment of the client’s needs and identify any barriers and support interventions required. Support the client to access appropriate direct and indirect services, interventions and initiatives designed to assist the client to progress into sustainable employment.
Feb 2008 – Feb 2012
Contact centre for B&Q Head Office.
Complaints Advisor, 2008-2012
Investigate, resolve and reply to complaints and enquiries relating to a variety of B&Q related issues in writing, email and by telephone.
Logging new enquiries and complaints onto the Teleperformance (Pivotal) computer system and updating the system when appropriate.
Resolving complaints in a competent, efficient and friendly manner, in line with B&Q policies and procedures.
Conversant with procedures and where to obtain relevant technical information. Ensuring my knowledge of the industry is evident when replying to queries and complaints.
Aware of service standards and the importance of achieving continued excellent customer services for both Teleperformance and B&Q.
Dealing with the clients of B&Q suppliers and stores. Investigating their complaints and enquiries and providing accurate information when replying.
Maintaining a good working relationship with my Team Members, Managers, Buying Departments, Regional Managers and Head Office. Liaising with them to ensure that all enquiries are answered satisfactorily and resolved within appropriate timescales.
Use of various IT Systems, Teleperformance (Pivotal) Computer System, Teleperformance Online Operations Manual and intranet, Microsoft Word, Excel and Outlook.
Retail Sales Assistant
Aug 2005 – Feb 2008