Say hello to Emma - Customer Service Manager

Based in: Preston |Customer Service


A hard-working, self-motivated, reliable leader who is committed to delivering a first class customer experience. Excellent people skills and an analytical thinker with a focus on strategy and vision. Emma possesses over 20 years’ experience working at various levels of customer service management in a contact centre environment delivering KPI’s, ensuring the department are within SLA and delivering core company objectives.

 

Main Experiences:

  • Leading teams of contact centre agents
  • Working in a KPI driven, sales focused environment, thriving on being able to break down, challenge and deliver on targets
  • Providing energising and engaging levels of motivation to teams
  • Providing coaching support and guidance, in order for each staff member to maximise their professional opportunities
  • Working with key organisational stakeholders to ensure a first class customer experience
  • Utilising CRM systems as an analytical and trend spotting tool to ensure effective and insightful data management

Computer Skills:

  • Microsoft Windows
  • Microsoft Office including Outlook
  • Word, Excel and PowerPoint
  • Numero interactive
  • Work Force Management
  • ADP
  • Customer Management System
  • Respond
  • ResponseTek
  • Smartview
  • Financier
  • SAP Business Objects

Qualifications:

  • Bearing Point accredited Manager
  • 10 GCSE’s Including English Maths and Science all (A-C)

Role Experiences:

  • Customer Service
  • Order Processing
  • Team Leader

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What happens next?

Speak to Laura Garratt

Talent Manager

T: 01254 239363

E: laura@cumminsmellor.co.uk