The Times and Sunday Times Customer Service Team Leader
May 2016 — Present
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Experienced Customer Service Team Lead with a demonstrated history of working in the marketing and advertising industry. Skilled in Coaching, Sales, Customer Relationship Management (CRM), Customer Satisfaction, and Hospitality Industry. Strong support professional graduated from The Stanway School.
Recognising trends and needs for development, providing coaching for agents using best suited techniques such as GROW and Gibbs’ Reflective cycle.
Providing detailed and explanatory reports on performance and requirements to clients News UK.
Assistance in meeting and exceeding the KPI’s and SLA’s of the clients and customer. Notice areas of opportunity and development to act upon, feedback to team leaders and ops managers.
Maintain an outstanding level of support to colleagues, client and customer.
Offer trustworthy knowledge of the brand we represent and support those eager to progress.