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Work experience 06/2008 – to date Spring Group Plc, 4 Bouverie Street, London, EC4Y 8AX Resourcer
Supporting account managers by resourcing candidates for corporate blue chip clients such as, Nokia Siemens Network (NSN), Barclays Bank, National Grid Transco, Prudential and Serco. Meeting and exceeding monthly sales targets on a regular basis. Meeting set targets for candidate selection, CV’s out and placements made. Heavy use of internal database via Adapt and iPlace, various job websites such as Monster, Jobsite, and CW Jobs etc. Screening candidates over the telephone in reference to their CV’s to ensure the client sees the quality candidates. Negotiating rates and start dates. Liaising with onsite team and candidates to arrange interview times and provide feedback. Providing a speedy and high quality service to internal and external customers. Excellent conversational skills and the ability to communicate at all levels. Quickly learning relevant IT and telecoms terminology in order to communicate with candidates and clients efficiently and affectively. 03/2006- 05/2008 Giant Group Plc, 1 New Oxford Street, London, WC1A 1GG Client Service Manager, Team Leader
Coaching and training the team routinely by answering complex queries from them and dealing with complaints posted from Senior CSM. Leading and motivating the team by holding Team and one to one meetings, setting and monitoring standards, resolving performance issues. Planning and allocating work across the team, agreeing holidays and monitoring sickness and absence levels (Bradford Factor). Discussing and resolving inappropriate levels of absence. Participating in projects and team leader meetings to develop and improve internal operational and customer service processes. Using internal reporting processing to prepare team reports based on statistics such as, volume of calls, emails and the percentage of SLA’s met. Ensuring that the daily tasks are completed within timed SLA and within proper controls by the Senior CSM such as, agency and client payroll emails, agency detail amendments, client feedback responses and signing off of Advance payments. Checking and monitoring up to 10 team members feedbacks / emails and phone calls to ensure timeliness and that they comply with the company’s information security policy and quality standards. Where appropriate coaching the team member to ensure they maintain and enhance quality of service. Complete probation reviews for all new starters ensuring they are fit to pass at the required standards expected by the company. Grading and assessing team members work in line with company SLA and bonus scheme and keeping supporting documentation on record. Participate in interviews for CSM’s and Senior CSM’s as well as involvement in selecting successful candidates.
03/2005- 03/2006 Giant Group Plc, 1 New Oxford Street, London, WC1A 1GG Senior Client Services Manager Client Services Manager 03/2005 to 09/2005
Leading the relationship with principal agencies and ensuring that their queries are resolved, while personally achieving the best customer service quality standards within the company on several occasions Resolving any payment issues within service standards Supporting the Team Leader with reviewing and resolving escalated issues on a daily basis Supervising and coaching 10 team members on a day-to-day basis to increase knowledge base and improve client service levels within the team. Authorising and signing off advance payments, resolving queries with Agencies with regard to contracts, certificates of Incorporation. Resolving invoicing and timesheet queries quickly and efficiently ensuring the client relationship is maintained and enhanced. Undertaking tasks such as monitoring performance, preparation for team meetings and participation in process improvement projects Maintaining and enhancing technical knowledge in order to give clients a professional and knowledgeable services. Working as a team player in helping less able colleagues to expand their knowledge basis in order to improve the team KPI’s.
2000 - 2005 Internal Payroll and accounts administrator 8 months at Venn Group Contractor payroll administrator 9 months working through JP Gray at the S3 group Account manager 18 Months at 360 group Payroll administrator 8 Months for Blue Arrow Nursing Care Putney Mobile phone tester 7 Months at T-motion for WAP enabled phones.
Skills
Oliver and Purnell management training. Certified St John’s Ambulance Fire Marshall. High level of expertise of Microsoft Office applications, in particular, MS Word, Excel, Outlook and Explorer as well as Mozilla Firefox. Adapt and iPlace – current working knowledge, intermediate level.
Education 09/1997- 06/2000 University of Hertfordshire, College Lane, Hatfield BA Social Sciences and European Studies Degree class: 2:2.
09/1990- 06/1997 Kingsbury High School, London, NW9’A’ Level: Biology, Business, Geography. GCSE: 8 GSCE’s grades A-C.
Interests and activities Very much enjoy taking part and studying martial arts, currently holding a brown belt in Shotokan Karate. Interest in the world of film and entertainment. Enjoy travelling; particular places of interest include Thailand, Spain and the U.S. Take pleasure in going out with friends and family to the theatre and concerts.
References: Available on request
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