A management professional with fifteen years’ experience in customer service, sales, operations and financial management. I have the ability to lead teams or work alone and am dedicated to delivering exceptional service through the use of excellent communication, motivation, process design and certified management systems. I have designed, implemented and am also fully competent at managing quality, environmental, health & safety and information security systems. In my previous full time roles I have been responsible for the management of a contact centre with 50 seats, this included both inbound and outbound omnichannel communication. The team I was responsible for managed first line customer support, administration support, cold calling and account management. My previous job as Head of Customer Service included: The development of the Customer Service yearly business plan in conjunction with the company objectives and goals. Preparation and monthly presentations to the company Directors on the performance of the Customer Service department. Lead and supported the team leaders to continuously improve the delivery of KPI’s, SLA’s, reduce complaints and to improve overall operational efficiency. Proactively lead the motivation of staff through performance management monthly 1-2-1’s and coaching to ensure continuous development of staff. Responsible for continually developing the customer journey and making improvements as required. Implemented a quality program including quality sampling for accuracy, quality, quantity, call listening, and processes agreeing training sessions and best approach to ensure SLA’s are met. I am currently looking for a work at home opportunity and would be very happy to have chat about any opportunities. I look forward to hearing from you. Kind regards John