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Network Power<100 people
Roles
✨75%
Business Owner
🐦75%
Design
🧨50%
Consulting
Geos
🇬🇧50%
United Kingdom
Work Background
Apleona UKWorkplace Experience Co-ordinator @IBM UK - LONDON 20 York Road
May. 2022United KingdomDelivering and maintain excellent customer service.
Coordinate activities related to delivery of workplace experience for clients, including administrative support for delivery of services as: Concierge, A/V Support Meeting & Event Management/ Conference & Meeting Room Management, Workplace Coaching & Onboarding/ Community Programs, Mail Services, Office Supply Management, Moves, Adds, Changes Act as the company representative to liaise with contractors and customers to arrange appointments, enabling the repairs/maintenance tasks to be completed and mitigating the company's financial and reputational risks. Responsible for the image and visual standards of the client side taking ownership of any issues or concerns as per SOP’s and health and safety.
Maintain a quality performance score of over 90% and regularly exceed this score in monthly reviews. Support the team with workload and subsequently resolve more queries and increase customer satisfaction. Raising PO’s, Paying Invoices and contract support developing building plans outlining strategies for improving efficiency and reducing costs and forecasting the facility’s future needs
Clarion Housing GroupCustomer Service Advisor
Sep. 2021 - Apr. 2022London, England, United KingdomEngage with customers via telephone to support in the raising of repairs, servicing and maintenance of properties; ensuring compassion to individual circumstances and use negotiation skills to ensure agreement with projected timeframes. Investigate first level complaints, aligning with SOPS, escalating referrals to the complaints department to rapidly achieve a resolution for customers.
Support with the raising of jobs, using the main CRM to ensure accurate and concise record-keeping of client requests, complaints and feedback, ensuring alignment with GDPR protocols.
Act as the company representative to liaise with planners, area managers and customers to arrange appointments, enabling the repairs/maintenance tasks to be completed and mitigating the company's financial and reputational risks. Maintain a quality performance score of over 90% and regularly exceed this score in monthly reviews.
Surpass call expectations by 50% each hour to assist the team with workload and subsequently resolve more queries and increase customer satisfaction.
FirstPort (UK)Concierge
Oct. 2020 - Jul. 2021London, England Metropolitan AreaRecruited as a Concierge to manage the daily operations of a London-based residential building; overseeing the management of property keys, booking of access to the properties, repairs and investigations.
Monitored advanced CCTV security cameras to track security concerns such as theft, suspicious behaviour and trespassing; transferring these recordings to the police via the legal department. Investigated fire claims, leaks, or general fault reports that arose during development and documented those accordingly to prevent future claims.
Conducted daily site investigations, undertaking costing exercises to find the most fiscally efficient repair processes, reported maintenance and ad-hoc issues to the Development Manager. Utilised internal management systems to raise tickets for investigation of claims, repairs/snagging, inputting up-to-date client data regarding the building work and supervising the placement of keys
Iglu.comCustomer Service Executive
Oct. 2019 - Mar. 2020London, Greater London, United KingdomWorked with a diverse range of customers, effectively communicating via telephone and email to identify holiday requirements and drive the upsell of packages and current deals.
Collaborated with the sales department, hotel suppliers and travel agents to analyse cost efficiency and determine financial risk framework and appetite of the individual customer. Maintained a professional rapport with customers, suppliers and team members to ensure customer needs were met and all stakeholders involved remained satisfied with the products, services and financial outcome.
Proactively booked flights, transfers, hotels, tours and excursions for significant industry B2B players, including P&O Cruises, Royal Caribbean, Fred Olsen, MSC Cruises, Norwegian Cruise Lines and Saga Ocean Cruises.
PPHE Hotel GroupGuest Services Associate
Aug. 2018 - Aug. 2019London, Greater London, United KingdomProactively provided a courteous service to guests, handling complaints and inquiries efficiently and actioning them appropriately.
Administered check-in and check-out processes whilst assigning rooms and issuing the corresponding keys, provided hotel service information, and accommodated guests during their stay to ensure a pleasant experience.
Coordinated with other hotel staff such as maintenance, management and complaints teams to uphold a unified approach to guest services collective and maintain exceptional brand reputation. Collaborated with third-party services, including taxi companies, transfers and excursion directors to attain their schedules and assist customers with travel and tourism. Spearhead to complete an Income Audit Management secondment alongside day-to-day duties, holding accountability Food & Beverage division revenues; leading the input of key data points including allowances, negative postings, voids, refunds/discounts and billing sequences into the Opera to align VAT calculations and provide enhanced management information reporting to senior managers.
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