Career History:

English Teacher    April 2014 - Present    Voluntary basis

Encouraging students to observe, question, discover and investigate in order to engage in their learning

Assisting students to develop their creativity and intellect at a pace suited to their personalities and abilities

Working hard to build partnerships between my pupils and their families to identify a best learning approach tailor made to the individual’s learning style

Maintaining pupil discipline with regards to punctuality, behaviour, standard of work and independent learning

Marking and grading pupil’s work and providing verbal, written and diagnostic feedback

Observing and evaluating students’ performance. Progress and social development.

Bottomline Technologies, Reading    September 2013 – Dec 2015    Key Customer Care Manager

Regular service reviews, discuss changes to the service to continuously improve customer satisfaction

Facilitate and manage internal personnel and the customer in a professional and timely manner

Managing a team of 14 first line technicians/engineers in house and remotely and deploying teams where necessary

Assisting in recruitment and selection of candidates and interviewing candidates

Preparing induction training/mentoring new recruits

Regular 1-to-1’s with 1st line staff/personal progression development plans

Regularly liaise with field-based sales managers via periodic conference call or meeting to ensure client is clear on point of contact

First point of contact for any escalations

Complaints handling

Achieving targets by adhering to SLA & KPI measurement when responding to customer and staff correspondence/complaints

Tailor made reporting using various reporting tools to measure trends for continuous improvement

Customer Satisfaction measurement through regular meetings, feedback questionnaires

Obtaining and nurturing key contact relationships to enable c-level relationships to be forged

Legacy contract sign up

Maintaining the existing revenue by re-signing service contracts 

Metro Bank Plc, Head Office - Holborn    April 2011 – March 2013    Team Leader 

Events Coordinator responsible for 14 Metro Stores

Senior Customer Services Representative/Team Leader

Reception, Sales floor/Rota management

Business and Personal Account opening and lending

Internal audit/risk operation checks

Telephonic queries

Complaints handling

Surprising and Delighting’ customers through means of exceptional customer service

Coaching and training

Internal Risk Auditing

Mortgage Officer

HSBC,  Head Office    July 2006 – February 2011     Area Engagement Leader (2008 – 2010)

Working with the Senior Regional Management across West London on improving engagement within 136 retail branches

Cross communicating between senior management and retail branches and presenting ideas and messages gained from attending regional meetings

PowerPoint presentations and hosting monthly meetings on PULSE (internal measure against objectives)

Implementing new ideas and processes to ease appointment booking for the customer and staff – Appointment Booking Systems 

Champion

Senior Customer Services Officer, Holborn    October 2006 - January 2010

Cashiering, including Bullion, Diebold and Safe and Safe keeping

Reception management

Sales Floor Management

Premier Wealth banking, managing a portfolio of over 300 clients with complex account needs and retaining business through CRM

Personal Lending and Mortgages

Identifying needs for PIFA and creating leads for mortgage, PIFA and wealth managers

Personal Account Opening

Amanah Banking – A Muslim Sharia Compliant banking service

Assisting customers with financial difficulty and chasing on arrears

Use of TEAC model to deliver high Individual Review/FHC Quality. 

Strong Knowledge of Pulse – Internal measure of branch activity against measures set

Customer Focused – highlighted for Feltham Branch Mystery Shop Scores above 96% and Survey score of 6.2 YTD (average 3.4)

Operations/Audit Experience

Back Office/Administration – Managing team of six and liaising with sister branch in Feltham and ensuring CCOs (customer contact opportunities) are worked within the agreed SLAs

Appointment Booking Systems Champion

Area ‘Smile’ Champion – Attend Regional Meetings and being the ‘Voice’ of all clerical and branch management staff.  In-Branch sessions run to gather feedback/issues.

Education：

TEFL Certificate 

The TEFL Academy

Awarded April 2014

Ba Hons Marketing 

Metropolitan University

Completed August 2006

GCSE Grades – Maths (B) English (B) Technology (B) German (A)

Waldegrave School

Completed 2001