Customer Service Manager
Resume:
Carolyn Jane Connor
Hawthorn Cottage
Threaphurst Lane
Hazel Grove
Stockport
SK7 6NN
**************@*****.**.**
PROFILE
> Extensive operational leadership experience in both retail and
corporate businesses managing interaction with both internal and
external clients
> Extensive experience in classroom facilitation, webex based training,
and the design of training materials and e-learning packages.
> In-depth knowledge of learning frameworks, approaches and
interventions, delivering a robust learning solution to a large,
customer centric operation across multiple sites globally.
> Has extensive operational and consultancy leadership experience that
has involved stakeholder management at all levels, with experience of
coaching, facilitating and partnering in a demanding, fast moving
business.
> Effectively managed operational costs and budgets through delivery of
a blended learning approach that meets with the needs of the business.
> Project management experience including the implementation of an
offshore operation in the Philippines
KEY SKILLS
. A highly effective leader with proven operational management and
leadership experience
. An effective coach and trainer, with strong inter-personal skills
. Proven planner and organiser with effective time management
. Presentation and facilitation skills
. An excellent communicator, oral and written
. Proven excellence in service
. An effective manager of change and process
. Drives performance to achieve results
. Strategically and commercially aware
. Proven recruitment and resourcing skills
. Proven relationship building, negotiation and influencing skills
. Proven experience of stakeholder management
. Proven delivery of developing a robust learning strategy aligned to
business need
. Project management experience
EXPERIENCE
Self Employed Consultant/Associate - January 2014 - Present
Facilitation and training delivery both classroom and web based
Customer service training to the hospitality industry - follow up shop
calls to embed learning
Design and delivery of innovative solutions for the client to deliver
results
Creation of bespoke Sales and Customer Service programmes
Development of client specific leadership and talent programmes
Operations Leader, Head of Client Training, Vice President, Barclays
Corporate January 2012 - December 2013
. Lead and drive a team across Onshore and Offshore (circa 94 staff) to
deliver an exceptional training experience to the client through the
migration of their Cash Management Platform to deliver a single
competitive channel utilising an innovative approach to their learning
needs
. Project managed the offshoring and implementation of an outbound team
in Manila Q3 2013
. Ownership of all the training materials, and accountability for
compliance and risk of the material
. Design of all materials for both online and face to face facilitation
. Escalation Owner for queries and complaints relating to training from
clients and internal stakeholders
. Monitor effectiveness and value add of delivery of training using a
variety of evaluation techniques and methods
. Coach and facilitate training, both classroom and web based
Learning Consultant/Head of Learning Consultants for Operations, Barclays
Corporate, July 2010 - December 2012
. Global Learning Partner strategic lead across Operations driving
consistency and one global learning strategy
. Leads the Learning Partners to ensure high standards of training and
service delivered to our Clients
. Lead Partner to key stakeholders, Senior HR Business Partners and in
country Heads of Learning
. Designed and implemented a talent programme and an academy for future
leaders
Learning & Development Team Manager & Lead Consultant, Barclays Corporate,
March 2008 - July 2010
Implemented a Learning and Development strategy across Client Service,
Corporate Bank to support the delivery of customer service excellence.
. Identified ways of improving the quality of Learning & Development
through structured training needs analysis
. Built strong and effective relationships with key stakeholders across
Client Service ensuring learning needs were identified and addressed
. Designed and delivered a bespoke training proposition across 7 sites
nationally to attract, develop and retain our people
. Managed Learning and Development costs within annual budget for
maximum benefits
. Developed strong relationships with Central Learning leveraging their
expertise
. Acted as the principal point of contact across Client Service to
provide support and guidance for all aspects of Learning and
Development
. Managed and developed a team of trainers to deliver a professional,
high quality learning proposition to our customer across the UK
Senior Branch Manager, Retail Branch Network, Barclays Bank 2003 - 2008
Leading a team of up to 40 staff across 2 sites in a demanding city centre
environment resulting in an Exceptional performance rating through:
. Supporting, developing and challenging a young, inexperienced team to
deliver exceptional sales and service
. Improved service scores consistently to regularly achieve scores above
national average
. Implementation of the Woolwich brand into Barclays ensuring a smooth
transition for the team and our customers
. Built strong relationships with other business units to create income
for the branch
. Effectively managed attrition and reacted to potential gaps through
ongoing recruitment of the best people
. Managed a team of Assistant Managers to drive sales and service
performance
. Managed a high footfall banking hall with a high business presence
. Managed costs and process to eradicate losses
Branch Manager, Retail Branch Network, Barclays Bank 1998 - 2003
Managed and motivated an underperforming team to a high level of retail
performance resulting in an 'Exceptional' performance rating through:
. Development of a de-motivated team, moving from 24th in the area to
top 3 within 9 months and trebling sales output
. Increasing Customer Service scores for the counter team from well
below target to above target, and into the top 3 in the area
. Implementation of flexible working rosters into the branch, ensuring a
smooth transition for the team, bank and customers
. Effective coaching and development of the team to increase
productivity and drive performance
. Awarded a Platinum Eagle Award (Top reward and recognition award)
Customer Service Team Leader 1994 - 1998
Set up and instigated new workflow systems to ensure the smooth running of
a new Customer Service Section of 10 staff, responsible for all incoming
calls for branches, including personal and business customers.
Variety of branch based roles 1984 - 1998
Included, cashiering, first cashier, international services and securities,
achieving a high level of performance at all times.
EDUCATION AND TRAINING
O'levels 8
RSA Typing
BTEC Business and Finance
Diploma in Learning & Development management
Certificate in e-Learning Implementation
Certificate in Facilitation
Certificate in Training Design
Performance Management
Performance Coaching
Standard Sales Process
Negotiation Skills
Team Building
Presentation Skills
Recruitment Accreditation
NVQ - I.T Skills
OUTSIDE INTERESTS
Golf
Walking the dog
Travel
Fitness
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