michelle peake

head of group services - customer resolution and specialist services

About

Experienced Head of Group Services with a demonstrated history of working in the government administration industry. Skilled in Operations Management, Coaching, Customer Relationship Management (CRM), Business Transformation, and Workforce Management. Strong support professional graduated from St Thomas More RC school.

Country

united kingdom

City

harrow

Industry

public relations and communications

Skill

outsourcing, management, call centers, leadership, change management, team leadership, stakeholder management, training, customer service, contact centers, customer satisfaction, customer retention, team management, public sector, business process improvement, operations management, call center, bpo, customer experience, business analysis, workforce management, process improvement, mentoring, crm, coaching, vendor management, recruiting, project delivery, program management, service delivery, business transformation, customer service management, employee engagement, training delivery

Experience

head of group services - customer resolution and specialist services

southwark council

2013-6 - Present · 13 yrs 3 mos

heaf of operations

vangent, inc.

2009-1 - 2013-5 · 4 yrs 5 mos

Vangent is a global leader in Information Management & Business Process Outsourcing. They operate in locations worldwide and partner with a diverse range of clients in central and local government, education, healthcare and the private sector. Managing a department of over 300 advisors, 5 managers and 17 Team Leaders Managed Operations from both internal and external sources within the Customer Service department in accordance with KPIs; responding to CEO / Councillors and Southwark Client. Dealing with emergency planning within Southwark Council covering all front offices services (Housing, Revenue & Benefits, Repairs, Social Services, Education, Registrars, Electoral, E&L)

customer service manager

liberata

2004-5 - 2008-12 · 4 yrs 8 mos

* Managing a department of over 70 advisors and 8 Team Leaders * I also .managed complaints through to resolution from both internal and external sources within the Customer Service department in accordance with KPIs; responding to CEO / Councillors and general complaints within 2 and 10 days respectively. Developed and delivered a training package for internal and external stakeholders. * Managed and successfully delivered implementation of Access Hounslow for Revenue and Benefits * Continually ensuring all service levels are met – exceeded Frontline target (93% against 80%) and earned £40K bonus for Liberata (2007/08). * Developed a close and successful relationship with the client unit within Hounslow Council.