Promotional Achievements
Advanced from a subordinate role to Team Manager due to consistently exceeding operational objectives and fostering a dynamic workplace environment, thereby demonstrating a strong commitment to team success.
Performance Management
Implemented regular assessments using SMART (Specific, Measurable, Achievable, Relevant, Time-bound) criteria to enhance efficiency and performance. Led comprehensive training programmes that nurtured a culture of accountability and operational excellence, effectively managing a team of individuals through targeted feedback and development strategies.
Leadership in Strategic Alignment
Aligned team objectives with the company’s overarching goals, thereby promoting a collaborative culture. Ensured access to essential resources, significantly enhancing engagement and productivity across the team.
Stakeholder Liaison & Data-Driven Decision Making
Maintained active communication with internal and external stakeholders, providing strategic advice based on thorough data analysis. Developed and maintained detailed team records to support informed decision-making and operational insights.
Cross-Functional Collaboration
Fostered cross-departmental collaborations to enhance resource availability and team support, further contributing to the team’s ability to exceed operational targets and maintain high performance.
2010 (yr.1)
- Started as a Telephone Customer Care Agent in customer retention.
- Exceeded KPIs for sales, retention rates, and engagement consistently.
- Became an expert user of proprietary CRM to manage B2C accounts.
2011 (yr.2)
- Promoted to Staff Training Team Leader to train new starters.
- Managed new starter teams of 10-15 employees.
- Led 1-to-1 employee feedback meetings and further development.
- Monitored and assigned learning development of employees.
- Authorised holiday requests and managed employee absence.
- Coached a total of +100 employees during tenure.
2012 (yr.3)
- Promoted to Customer Care Team Manager of 20-30 employees.
- Led recruitment and selection of new candidates.
- Validated payroll files for the team and final BACS execution.
- Led morning team meetings to reinforce past successes.
- Monitored team output for policy and procedure breaches.
- Became forum admin for team intranet group.
- Formalised management learnings with Emerging Leaders Certification.
- Managed a total of +150 employees across five teams during tenure.
2013/2014 (yr.4)
- Contributed to the development of complex performance spreadsheets.
- Led 20 formal meetings with employees across the company.
- Consulted HR on potential outcomes following meeting adjournments.
- Authorised four dismissals, nine verbal warnings, and seven written.
- Co-managed a team of 60 employees for a new product launch.
- Assisted with the overhaul of onboarding and training processes.
- Attended five job fairs to interview and select new candidates.
- Participated in conference calls to discuss performance metrics.
- Developed professional interest in HRM as a career path.
