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Performance Consultant
Richard Gordon CertDC MLIBF
,
London, United Kingdom
Experience
Other titles
Skills
I'm offering
An enthusiastic and highly motivated individual. An accomplished professional with significant expertise in Quality Assurance and customer services in contact centre environment. 12 years’ experience within the financial industry. Established robust insight for reporting trends to improve performance and maintain a high standard within the quality of our team members. Adept at communicating at all levels of the business in a clear and concise manner. Proficient at working under pressure to complete tasks with a great attention to detail and accuracy within tight timescales.
As a member of the London Institute of Banking and Finance
I am able to demonstrate the following:
Fully understand how finance affects us
Give feedback to help develop others
Train on how to Negotiate deals
Developing staff to reach their full potential
How to overcome objections
Training on how to Treat Customers Fairly
Build effective Databases
How to deal with expression of dissatisfaction
As a member of the London Institute of Banking and Finance
I am able to demonstrate the following:
Fully understand how finance affects us
Give feedback to help develop others
Train on how to Negotiate deals
Developing staff to reach their full potential
How to overcome objections
Training on how to Treat Customers Fairly
Build effective Databases
How to deal with expression of dissatisfaction
Markets
United Kingdom
Industries
Language
English
Fluently
Ready for
Ongoing relation / part-time
Available
My experience
2010 - 2020
job
QUAILITY ASSURANCE CONSULTANT
CCS COLLECT.
• Assessing calls to assure all regulations and guidelines are being followed by the call center and to assure we are treating our customers fairly.
• Assessing correspondence/emails to assure all regulations and guidelines are
being followed by the customer management team and the specialist support
team.
• All calls/correspondence/emails assed are marked on a score card. The
scorecard has all different areas to score. These include a customer experience
section and process and procedure section.
• Carrying out additional analysis based on risked identified.
• Attending calibration sessions to ensure marking is consistent across the team.
• Attending team meetings with Call agents and Team Leaders to discuss the most
common fails within the call center and improving agent performance based on
previous month analysis.
• Provide analysis on adherence to process, compliance and work with the Team
Managers/Team Leaders to support facilitating constructive feedback to Account
Managers
• Organising my own workload. We are set a certain amount of calls/correspondence/emails per month and these must be completed within that
month.
• Providing clean feedback to the agents on the scorecard in order to not cause
offense or to be opinionated. Comments must be clean and factual and improve
agent performance.
• Assessing escalated/complaint calls completed by Team Leaders/Managers.
• Giving recognition to people when they display excellent customer experience on
calls.
• Reporting risks when identified.
• Completing role play calls for new starters within the business before they go live
on the phones.
• Side by side call listening with agents to enhance their knowledge.
• Organising monthly trackers for the entire team to assure records are kept
accurate.
• Organising monthly team bonding session to boost Team moral, this includes
creating Quizzes and Organising events outside of work.
• Assuring that we are up to date with current FCA regulations this includes GDPR
• Chairing fortnightly meetings with team leaders, senior
management and Quality Analysts to ensure as a business we
are all aligned
• Assessing correspondence/emails to assure all regulations and guidelines are
being followed by the customer management team and the specialist support
team.
• All calls/correspondence/emails assed are marked on a score card. The
scorecard has all different areas to score. These include a customer experience
section and process and procedure section.
• Carrying out additional analysis based on risked identified.
• Attending calibration sessions to ensure marking is consistent across the team.
• Attending team meetings with Call agents and Team Leaders to discuss the most
common fails within the call center and improving agent performance based on
previous month analysis.
• Provide analysis on adherence to process, compliance and work with the Team
Managers/Team Leaders to support facilitating constructive feedback to Account
Managers
• Organising my own workload. We are set a certain amount of calls/correspondence/emails per month and these must be completed within that
month.
• Providing clean feedback to the agents on the scorecard in order to not cause
offense or to be opinionated. Comments must be clean and factual and improve
agent performance.
• Assessing escalated/complaint calls completed by Team Leaders/Managers.
• Giving recognition to people when they display excellent customer experience on
calls.
• Reporting risks when identified.
• Completing role play calls for new starters within the business before they go live
on the phones.
• Side by side call listening with agents to enhance their knowledge.
• Organising monthly trackers for the entire team to assure records are kept
accurate.
• Organising monthly team bonding session to boost Team moral, this includes
creating Quizzes and Organising events outside of work.
• Assuring that we are up to date with current FCA regulations this includes GDPR
• Chairing fortnightly meetings with team leaders, senior
management and Quality Analysts to ensure as a business we
are all aligned
Customer experience, GDpr, Management, Compliance, Support, Call Center, Go, Agent, UP
2008 - 2010
job
DEBT RECOVERY OFFICER
CREDIT SOLUTIONS LIMITED.
To manage recovery action on debts owed in accordance with the systems, processes and guidelines issued by the CSA.
Updating and maintaining appropriate systems to ensure that all
recovery measures are based on correctly held data.
Updating and maintaining appropriate systems to ensure that all
recovery measures are based on correctly held data.
Processes
2004 - 2007
job
Senior Sales/ Deputy MANAGER T-Mobile Retail
unknown.
As one of the top salesman in this retail store I was promoted to the Senior sales position. This was due to my excellent
customer service achievements in hitting targets and good
scores when we had a mystery shop. This included:
• Selling products to achieve my set monthly target
• Maintaining a good customer service.
• Staff supervision
• Resolving customer issues and quires
• Key holder and having the responsibility to open and shut the store on time
• Cashing up
• Stock Counts
• Preparing for store audits
customer service achievements in hitting targets and good
scores when we had a mystery shop. This included:
• Selling products to achieve my set monthly target
• Maintaining a good customer service.
• Staff supervision
• Resolving customer issues and quires
• Key holder and having the responsibility to open and shut the store on time
• Cashing up
• Stock Counts
• Preparing for store audits
Retail, Customer service, Sales, Service, Supervision, Manager, UP
My education
2002
-
2005
CARSHALTON COLLEGE
Secondary, ENGINEERING
Secondary, ENGINEERING
2000
-
2001
JOHN RUSKIN COLLEGE
Secondary, Level 1 Performing Engineering Operations
Secondary, Level 1 Performing Engineering Operations
1995
-
2000
HAILING MANOR HIGH SCHOOL
Secondary, N/a
Secondary, N/a
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