fiona martin

To attend courts to take notes of proceedings on behalf of the clients counsel and provide the barrister with any relevant case notes and orders if needed.

* Coaching Customer Support agents using the G.R.O.W. method * Sharing the 1 -2- 1's with the Customer Service Supervisor * Keeping track of lateness, sicknesses, holidays and absences using the appropriate forms * Floorwalking to deal with live queries from agents whilst they are on calls with customers * Making sure the calls are answered in a timely manner to achieve the SLA * Constantly monitoring the telephony system wallboard to monitor the agents status * Monitoring the e-mail queue and assigning e-mails to the email team * Making sure all queries and complaints are followed up * Dealing with escalated customers complaints * Keeping all inter departmental communication documents updated.Preparing the end of day report for phones, email and live chat agents * Taking calls and answering emails when required

* As below * Hands on frontline first contact. * Pre order team advising customers of technical aspects prior to ordering. * Post order team taking ownership of any complaints to resolution involving financial negotiation if necessary * Building rapport with customers to establish good relationships so the customer has confidence in the company and the Customer Support team. * Endeavouring to create “first time fix” for all contacts to avoid escalations and further contact. * Liaising with all internal and external agencies and departments to resolve all queries and complaints

* Main Duties and Responsibilities * To manage the team of 6 in house, 4 outsourced and 4 home working Customer Support telephone agents * Keep records of absences and sickness * To monitor, coach mentor and motivate the agents in order to maintain and achieve the SLA * Call auditing and reporting * Take escalations and manager call backs from customers * To prioritise my workload and delegate where necessary. * Conduct disciplinary hearings for my team * Hold weekly team meetings * To assist the manager in all aspects of recruitment, induction & training * To negotiate and authorise compensation with customers. * To take calls during peak times and staff shortages * To lead by example

To make outgoing and take incoming calls from customers who's mortgages have fallen into early arrears. Take payments from customers towards their mortgage

* Post Office Counters * Northolt * Middlesex * Key Responsibilities: * Serving customers in person and dealing with their enquires * Dealing with the related admin from all aspects of these enquiries * Cash reconciliation and banking

* Key Responsibilities: * Taking customer orders over the telephone * Admin and paperwork involved with the orders and despatching them.

* TSMS (Television Sales and Marketing Services) * EALING * W5 * Key Responsibilities * Booking air-time requested by advertising agencies for the clients they represented * Having to meet demanding sales targets * Helping to train new staff

This is an ongoing temporary position at a lower level to my previous experience which I am doing until a more suitable position arises. Responding to calls and emails from customers and retailers Advising online users on website navigation

Customer Service; W7 English Literature English Language Maths History Geography Biology Open University Short Course - The First Years of Life and The pre School Child