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Customer Service Manager

Location:
United Kingdom
Posted:
October 19, 2016

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Resume:

NEIL COHEN

Mobile 079**-****-**

PERSONAL PROFILE

I am a self-motivated customer service manager with 14 years’ experience of corporate and personal customer services. I have strong management skills and work well as a team player and individually. I have recently completed my Level 3 Certificate in Learnig and Development which is accredited by the CIPD. I am passionate about coaching and develping my staff to perform to the best of their abilities.

WORK HISTORY

DHL Express

March 2015 – Present

Call Centre Manager Frontline Accounts Recievables

I am responsible for manging a small frontline accounts call centre. My main duties include the management of the call centre. I am responsible for monthly call coaching evaluations and feedback sessions on a 1-2-1 and team basis. I hold regular 1-2-1's to discuss performance and future development plans. Design and develop training plan for the call centre as a whole. I liase with HR and L&D to ensure any training is appropriate to the needs of the call centre. I provide monthly reports on call centre performance and use these to drive performance forward.

April2013 – December 2014

Financial Ombudsman

Team Manager

I am responsible for managing a team of 12 new adjudicators. As my team are new to the role my main function is to provide them with the support and guidance to succeed as adjudicators. I carry out weekly 1-2-1 coaching and feedback sessions to ensure their work is accurate. I am responsible for providing updated training sessions to my team as well as the whole division. I run weekly, and monthly quality and customer service reports for the whole division and present them inour monthly management meetings.

July 2012 – October 2012

Ealing Council

Post, Print and Distribution Manager (Temp Contract)

I was responsible for managing the post, print and distribution for Ealing Council. My team was divided into 2 sections post and reprographics. I ran monthly recharge reports to all council departments. I dealt with escalated issues ranging from undelivered post to queries regarding the monthly recharges. I have a broad knowledge of HR policies and procedures.

January 2012 – April 2012

Visa Europe

Customer Support Team Manager

I was responsible for managing a team of 7 customer support staff within the customer support department. My duties included all areas of staff management. Maintaining and improving upon customer satisfaction through attending monthly meetings and providing feedback to my team. I also acted as incident and communication manager for internal and external customers while providing on call cover.

May 2011 – January 2012

Aviva Investors Global Services Limited

Mail Room and Reprographics Manager DMC

I was responsible for managing the onsite print and post room at the Aviva Investors site in London. I ran 1-2-1’s and provided coaching and feedback to team members on their performance. I liased with our client on a daily basis and attended and the monthly review meeting. I acted as a point of contact for Williams Lea. I compiled and sent monthly management reports to a number of contacts across the Williams Lea business.

October 2008 – December 2010

The Health Professions Council

Customer Services Manager Registrations Department

I was responsible for managing, coaching, and developing 12 registration advisor’s and 1 team leader through regular 1-2-1 meetings. I ran daily, weekly, and monthly reports for the registration department. Implemented changes to shift patterns to improve the registration department service level. I dealt with escalated complaints and complex issues regarding the registration process. I was responsible for the running of the CPD audit.

MANAGEMENT:

Responsible for management of a team of 13 call centre agents.

Responsible for communicatig company vision to the team.

Attending regular departmental meetings with internal and external customers.

Responsible for HR process and procedures such as performane and absence management.

Responsible for handling complex scenarios and escalated complaints.

Project management.

ANALYTICAL:

Conduct learning needs analysis for my team.

Ability to collect and collate formative and summative data.

Evaluate the success of training sessions using Kirkpatricks's model.

Ability to present learning outcomes in a clear and logical format.

COACHING AND TRAINING :

Use GROW model to successfully develop call centre agents to move to other areas of the business.

1-2-1 call coaching resulting in average score for call centre raised to 90%

Worked collaboratively with HR and L&D to design, develop, and deliver induction programmes based on training cycle principles.

Work collaboratively with team members using 70-20-10 mode for personal growth.

Delivered company training modules such as Customer Services the Basics.

April 2008 – October 2008

Roy Shaw Centre

Resource Planner Housing Repairs (Temporary contract)

Responsible for planning shift times for housing repairs officers.

Responsible for planning all breaks and downtime for call centre.

Responsible for production of daily call centre statistics.

Responsible for making sure all calls are answered quickly and efficiently

March 2005 – February 2008

BUPA Wellness

Corporate Team Leader

Responsible for 12 Corporate Advisor’s. Monitoring and tracking calls that come into the call centre. Leading and motivating my team to reach and exceed their targets through regular feedback and training. I was also responsible for the eligibility process for BUPA Wellness. My main achievements were improving the eligibility process and rolling it out to the corporate department as well as corporate customers. I was responsible for responding to escalated issues both verbally and in writing.

September 1999 – March 2005

One.Tel

Customer Services Team Leader

Responsible for 12 inbound customer service agents in a busy telecom broadband call centre. Responsible for call monitoring and feeding back to team members where improvements can be made. I was responsible for the set up and implementation of the Supervisor Assistance Line and ensuring that it met targets and service levels. Responsible for handling escalated calls and issues regarding One.Tel services.

EDUCATION

2016 – Completed Level 3 Certificate in Learning and Development (CIPD accredited)

1991-1996 Lambeth College, London

BTECH First Certificate in Science

BTECH National Diploma Dental Science

1982-1988 JFS Comprehensive School

3 O Levels: English Language, English Literature, History.

4 CSEs

INTERESTS & HOBBIES

I enjoy snowboarding as well as playing football on a regular basis. I also enjoy reading and listening to music.



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