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0
jobs
Excellent customer complaints manager
Michele Francis
,
Leeds, United Kingdom
Experience
Other titles
Skills
I'm offering
Highly experienced customer service and business manager.
Markets
United Kingdom
Language
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2015 - ?
freelance
Customer Service Manager
Shavekit LTD.
Joining the company in its infancy, I have played a key role in shaping customer relations policies and procedures. Managing a small team of remote agents I have been responsible for training and line
managing team members. A key part of my role is keeping the company directors informed of andy
customer feedback and updating them on any new or proposed customer relations strategy
managing team members. A key part of my role is keeping the company directors informed of andy
customer feedback and updating them on any new or proposed customer relations strategy
Training, Customer service, Service, Service Manager, Manager
2013 - 2014
job
Business Manager
Gonetoosoon Ltd.
Responsible for a team of 5 I oversaw the growth and development of the company
Build and launch of new company website:
• Assisting the MD with creating a sound project brief, relaying the technical specification to web
developers and designers, progress reviews at each development stage.
• Producing budget reports and financial tracking information.
• Acquiring customer feedback for proposed new features.
Modifying the business structure to accommodate the sale of headstones:
• Identifying unique selling points, competitors and potential target markets and using this data
to produce reports, sourcing suppliers, price negotiation, designing the internal and external sales
procedures, defining the customer experience.
• Creation of design briefs for graphic design and web teams and stage testing of development works
for sign off.
• Working with marketing executives to create successful on-message PPC and social media campaigns
for launch.
Implementation of PayForIt services:
• Owning the whole project from start to finish, starting with negotiations with the service provider,
gaining certification from the regulatory body (PhonePayPlus), instructing the graphic designers to create visuals, designing the customer journey overseeing the development team with the API
integration process, designing customer service procedures and creating SMS promotions for new and
existing mobile payment customers.
Overseeing server migration from Amazon Cloud Services to Hertzner AG:
• Working with a networking specialist to create the most cost effective server architecture without
reducing the quality of service, overseeing the implementation and monitoring procedures for the new
structure.
• Purchasing and performing all administrative tasks associated with the set-up of new servers.
• I was also involved in testing the new servers before migration, then, once migration had taken
place, testing and dealing with any issues which may have occurred due to the changeover.
Organizing and participating in nationwide customer focus workshops:
• Inviting customers to focus groups around the country in order to assess their views in regards to potential site changes and new services.
• Using this information to make improvements to the existing service and also investigation of new
services they may have requested.
Build and launch of new company website:
• Assisting the MD with creating a sound project brief, relaying the technical specification to web
developers and designers, progress reviews at each development stage.
• Producing budget reports and financial tracking information.
• Acquiring customer feedback for proposed new features.
Modifying the business structure to accommodate the sale of headstones:
• Identifying unique selling points, competitors and potential target markets and using this data
to produce reports, sourcing suppliers, price negotiation, designing the internal and external sales
procedures, defining the customer experience.
• Creation of design briefs for graphic design and web teams and stage testing of development works
for sign off.
• Working with marketing executives to create successful on-message PPC and social media campaigns
for launch.
Implementation of PayForIt services:
• Owning the whole project from start to finish, starting with negotiations with the service provider,
gaining certification from the regulatory body (PhonePayPlus), instructing the graphic designers to create visuals, designing the customer journey overseeing the development team with the API
integration process, designing customer service procedures and creating SMS promotions for new and
existing mobile payment customers.
Overseeing server migration from Amazon Cloud Services to Hertzner AG:
• Working with a networking specialist to create the most cost effective server architecture without
reducing the quality of service, overseeing the implementation and monitoring procedures for the new
structure.
• Purchasing and performing all administrative tasks associated with the set-up of new servers.
• I was also involved in testing the new servers before migration, then, once migration had taken
place, testing and dealing with any issues which may have occurred due to the changeover.
Organizing and participating in nationwide customer focus workshops:
• Inviting customers to focus groups around the country in order to assess their views in regards to potential site changes and new services.
• Using this information to make improvements to the existing service and also investigation of new
services they may have requested.
Service, Social, UP, Manager, Performing, Regulatory, Web, Amazon, Server, Monitoring, Development, Testing, Implementation, Growth, Workshops, Cloud services, Social Media, Architecture, Website, Sourcing, Sales, Integration, Customer service, Networking, Cloud, Budget, Customer experience, PPC, Graphic design, API, Marketing, Design
2009 - 2011
job
Text Operator
All Points North LTD.
Part-time position while undertaking study, this role consisted of monitoring dating chat conversations,
responding to online help queries. Inbound customer service calls and processing card payments.
responding to online help queries. Inbound customer service calls and processing card payments.
Customer service, Service, Monitoring, Online, Dating, Processing
2006 - 2009
job
Faults Team Leader/Re-invoicing Specialist
EmpireDirect.
As the Faults Team Leader, I was responsible for reporting to the customer services manager and managing a team of 10 electrical faults advisers. This role included managing staff, making sure that
SLA's were met at all times, taking responsibility for any call escalations, both verbal and written. In the role of re-invoicing specialist, I was responsible for managing the returns invoicing process, this
included liaising with the returns depot managers, updating the live system to show accurate stock
levels, contacting customers to arrange refund/replacement of damaged or faulty items.
SLA's were met at all times, taking responsibility for any call escalations, both verbal and written. In the role of re-invoicing specialist, I was responsible for managing the returns invoicing process, this
included liaising with the returns depot managers, updating the live system to show accurate stock
levels, contacting customers to arrange refund/replacement of damaged or faulty items.
Manager
2005 - 2006
job
Collections Agent
Ventura.
Inbound contact centre role involved taking inbound calls from customers who had fallen behind with bills, setting up payment arrangements, negotiating payment dates and dealing with customer
complaints.
complaints.
Agent, UP
My education
n/a
Secondary, N/a
Secondary, N/a
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