Apr 2016 - Apr 2017 (1 year)
Scheduled and planned all induction training for new hire agents and existing employees.
Liaised with all departments to analyse training needs and delivery.
Administrator for career development programme.
Customer Experience Leader
Oct 2012 - Apr 2016 (3 years 6 months)
Managed a team of 15 agents, voted Service Leader of the Year 2014, while handling customer escalations and answering agent queries.
Provided continuous coaching, development and support through individual 1-2-1 sessions, side by side call listening and group team briefings.
Manage Sky’s customer email system, creating Quality and Compliance framework, email templates and organising daily schedule and roster.
Aug 2008 - Sep 2009 (1 year 1 month)
Design Consultant for large D.I.Y. retailer.
Designed Fitted Kitchens and Bathrooms based on customer’s needs and requirements.
Maintained the displays to a very high level and offered a high level of customer service.
Jul 2005 - Jan 2006 (6 months)
Created proofs, generated artwork for signs, organised materials, involved in the manufacturing of the signs and arranged the delivery of product.
Worked with customers to create a sign that best suited them and their business.