A self motivated ambitious and diligent Individual who can operate in multi functional and challenging environments. An
effective and competent person with over 15 years experience of people and project Management within Call Centre
environments. Accomplished in the development, coaching and management of both teams and individuals. A confident
communicator with a strong Customer Services background. More recently I have graduated as a Master Trainer with the
European Institute Of Fitness.
Personal Trainer – Self Employed, August 2012 – present time
During June and July 2012 I studied with the European Institute Of Fitness at Lilleshall National Sports Centre in
Shropshire, on July 25 2012 I graduated as a Master Trainer with Diploma in Personal Training & Coaching.
As a newly qualified Personal Trainer it is my vision to promote, provide and maintain health and wellbeing in both body
and mind through effective exercise and nutrition.
As a Master Trainer I am certified and insured to deliver the following to my Clients.
REPS 2 Fitness Instructor
REPS 3 Personal Trainer
Advanced PT skills, PT Boxing, Assisted Stretching, half hour and one hour PT, Small Group PT, Mobile and
Nutrition & Weight Management
Functional Training & Sports
Working with Specific Populations
Motivation & Lifestyle Coaching
Air Liquide Homecare Ltd
Air Liquide’s global Healthcare business supplies medical gases and related services for hospitals, clinics,
ambulances and medical services to patients at home
Home Oxygen Services Team Leader, January 2012 – June 2012
I was leading a team of 10 Home Oxygen Services Co-ordinators who process home oxygen order forms and
cessation notifications from Healthcare Professionals to organise the delivery of home oxygen into patient’s homes.
Overall day to day supervision of the Home Oxygen Services Team.
Creation of Standard Operating Practice documents ensuring compliance and streamlined operation.
Development of team members with regular 121 monitoring and feedback.
Support co-ordinators in challenging situations and be their escalation point.
Acknowledge, investigate and respond to all complaints within the UK Homecare side of the business within KPI
Selection and recruitment of co-ordinator and admin staff at ramp-up stages.
SITEL UK Ltd
SITEL are the leading global business process outsourcing provider of customer care, contact centre and
complementary back-office processes.
Team Manager, August 2011 – October 2011 (Fixed Term)
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I worked as a Team Manager within an 80 head count short term recall inbound and outbound contact centre. I was
approached directly by Sitel and asked to come in and support them with this campaign on a short term fixed contract.
I am 1 of 4 Team Managers on the campaign covering 7 days.
Manage resource planning to ensure required coverage across opening times.
Maintaining 100% agent knowledge in a constant changing environment.
Acting up into supporting role to 3 inexperienced Team Managers.
Management of time and attendance compliance with fixed short term agents.
Set up and managed additional 3 week 10 seat recall campaign for another customer within 48 hours notice.
Reporting of Management Information into Senior Management.
Appraisal of short term staff, dismissal of unsuitable agents and recommendation of agents with potential to move to
appropriate areas of the business as and when roles became available.
Alliance Medical Limited
Alliance Medical has been Operating for over 20 years delivering a broad range of mobile and static diagnostic
imaging solutions. Alliance operates the largest fleet of mobile scanner equipment in the UK.
Assistant Logistics Manager, June 2009 – July 2011
I worked as part of a team of 8 managing the day to day logistic operation of the mobile scanner fleet.
Manage condition and appearance of fleet of up to 55 mobile scanners covering the fitted scanning equipment,
facilities management of internal fittings and external coachwork.
Manage preventative maintenance schedules and ensure timely close out of all reported faults through effective
liaison and escalation with equipment manufactures and service partners, resulting in above target uptime of
Monitor and review of future fleet location schedules to maximise cost efficiency reducing the average miles per
Manage all aspects of new customer site set ups with all relevant parties.
Organised installation of satellite tracking to the entire fleet and manage the ongoing function.
Provide a support and escalation function for Unit Managers at fixed sites to assist with equipment breakdowns
Provide 24/7 on call support 1 week out of 4.
Patient Management Centre Operational Lead, March 2007 – June 2009
My role was Operational Management of end to end process centre supporting the patient pathway of the mobile
business. The centre covers data processing, call centre, helpdesk, image transfer, collation and fulfilment operations.
Line management of 8 Team Leaders and up to 80 front line staff.
Design, implement and review effective working practices, processes and procedures within the Patient
Management Centre to support each individual contract.
Regular communication with external and internal stakeholders.
Monitoring workflows and support Team Leaders with allocation of resource around departments, record and
report on achievement of key performance indicators
Selection and recruitment of 6 Team Leaders and 80 frontline staff managing all aspects of their induction and
Set up and maintain Avaya call centre application for the Bookings Call Centre.
Managed relocation to new offices in July 2007.
Responsible for facilities management of the centre.
Booking Call Centre Team Leader, October 2005 – March 2007
My role was part of a team of 3 Team Leaders managing the day to day operation of a 30 seat inbound and outbound
7 day a week Call Centre.
Line management of 30 Call Handlers booking NHS Patients for medical scans.
Ongoing recruitment of Call Handlers.
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Ensure Patient confidentially maintained at all times.
Plan and allocate workload in most effective manner with real time adjustment as dictated by incoming traffic.
SITEL UK Ltd (formally Merit Direct)
Operations Support Manager, February 2004 – September 2005
I was appointed to this role with the purpose of setting up and managing a new travel ticket printing and fulfilment
operation on behalf of a well known customer. I was responsible for organising the creation of the facility before go
live and then manage the planned ramp up of volumes. Following successful ramp up I was seconded into a role
supporting Alliance Medical with the transfer of their Call Centre from an outsourced to an in-house operation.
Documentation and set up of all process and management information
Recruitment, coaching and development of 1 Team Manager and 8 frontline staff.
Manage workload and resource to achieve maximum profitability whilst meeting service levels.
Daily reporting to key internal and external stakeholders.
Documentation and implementation of procedures to ensure ISO compliance.
Produce, analyse and review weekly MI and financial reports.
Sole responsibility for Fulfilment operation in the absence of Head of Fulfilment.
Team Manager, July 1995 – February 2004
I worked as a Team Manager managing a team of up to 25 Customer Service Professionals working in a 150 seat
Inbound Call Centre on behalf of a large well known Utilities provider. My team were 1 of 6 within the call centre.
Management of Customer Service Professionals including recruitment, motivation, development and coaching
Liaison with Clients and all levels of management.
Managing team productivity to maximise every revenue opportunity.
Regular appraisals and target setting with team members.
Managing disciplinary situations with staff members.
Forecasting and planning of staff rotas
Took on additional responsibility of line management of 3 Automated Call Distribution Controllers.
Customer Service Professional, November 1994 – July 1995
Handling inbound calls on behalf of various clients.
Intrum Justitia Ltd
Europe’s leading Credit Management Company.
Cash Office Clerk, June 1991 – November 1994
Education: 8 GCSE including English and Maths.
Qualifications: May 2012 CYQ level 2 REPS Fitness Instructor with Warwickshire College.
July 2012 CYQ level 3 REPS Personal Trainer with European Institute Of Fitness.
July 2012 EIF Master Trainer Diploma In Personal Training and Coaching.
Driving License: Full, clean and valid UK license with own car
50 Seymour Road Tel: 07790 390686
Warwickshire e: firstname.lastname@example.org
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