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Work Background
Virgin Media O2Case Management Aspire Team Manager
Mar. 2025Manchester, England, United KingdomIn my current role, I have successfully led teams through significant operational changes while maintaining high levels of engagement, adaptability, and performance. One of my key responsibilities was the rollout of an inbound call task and several changes to agents’ core duties. I ensured every team member clearly understood the new expectations, provided basic training to build confidence, and addressed any concerns to facilitate a smooth transition. I took ownership of the scheduling and coverage of inbound lines, developing a robust rota and arranging necessary overtime to maintain service continuity. In parallel, I assigned team members to different complaint work baskets on a rotational basis, enabling us to triage all regulatory risk cases efficiently and on time. During periods of change and onboarding, I delivered engagement briefs to encourage cohesion and support team morale. I onboarded several new team members, ensuring they had the tools, knowledge, and support needed to integrate seamlessly into the team and thrive in their roles. I have also managed a range of HR-related issues with professionalism and care. This includes handling absences, conducting Return to Work meetings, managing bereavement leave with sensitivity, and ensuring all documentation and processes were followed appropriately. I held documented discussions where necessary to address performance or conduct concerns, always reinforcing company expectations and offering support plans to help individuals meet their goals. To maintain performance and engagement, I provided daily team updates highlighting areas for improvement and celebrating successes. I ensured schedule adherence through regular check-ins and personal coaching where needed. I also relayed critical updates from senior management in a clear, supportive manner to align the team with wider business goals.
Virgin Media O2Senior Client Case Manager
Aug. 2024Manchester, England, United Kingdom
Bloomsbury Institute LondonStudent Ambassador
Nov. 2022 - Jul. 2023London, England, United KingdomAs student ambassador I have a range of roles, including private campus tours, delivering speeches to prospective students and creating social media content for the institution; as well as being a point of call for all students already studying at Bloomsbury.
MixXcocktailsCompany Director
Jul. 2021
Trusted WindowsSenior Customer Support Executive
Jan. 2020 - Mar. 2021West Yorkshire, England, United Kingdom
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