PERSONAL STATEMENT
Growth-focused and resourceful leader with 5+ years of experience directing teams and customer service operations in a call centre environment. Instrumental in guiding teams on best practices, improving customer satisfaction ratings, and generating revenue from new accounts. Eager to set challenging targets for team members and provide necessary resources to exceed KPIs as a team leader at [Company Name].
WORK EXPERIENCE
Churchill Motors, Birmingham
Team Leader, Jun 2019–present
- Lead a team of 50 call centre representatives to deliver exceptional services to clients
- Gain regular accolades from the manager for implementing new CSR scripts
- Brought £25K+ revenue to the company by attracting new corporate customers
- Reduced call load by 35% through implementing a ticketing system and an AI chat service
- Trained 35 call centre agents to manage difficult corporate customers and retain business
- Achieved ‘Top Team Leader’ awards in 2020 and 2021 for exceeding all KPIs
Aviva, Birmingham
Customer Service Representative, Jul 2017–Jun 2019
- Attained monthly qualitative and quantitative goals defined by team lead and top management
- Received most bonuses on the team by upselling 20+ add-on services to clients
- Commended by team lead for managing a load of 35+ calls daily against the target of 20
- Accomplished 98%+ customer satisfaction scores on all received calls
- Personalised services to each client to generate positive feedback and new leads
EDUCATION
University of Wolverhampton, Wolverhampton, 2013–2017
BSc (HONS) BUSINESS MANAGEMENT
Upper second-class honours (2:1)
Relevant modules: Principles of Management, Business Mathematics & Statistics, Introduction to Operations Research, Business Economics, Financial & Management Accounting, Marketing Management
St. Stephen’s School, East Ham, 2006–2013
A-Levels: Maths (A), French (A), Literature (A)
GCSEs: 10 A–C, including English, Maths, and Combined Science
ADDITIONAL SKILLS
- Team leadership
- Operations management
- Staff training & development
- Customer service
- Conflict resolution
- Stakeholder communication
- MS Office
HOBBIES & INTERESTS
- Skating
- Dancing
- Football playing