Donna Penman, Executive Support Manager for Citroen, DS and Peugeot

About

I am a reliable, motivated and trust-worthy individual who copes well under pressure and adapts well to new challenges and working environments, I have developed a mature and responsible approach to any task that I undertake, or situation that I am presented with. I am a very hard worker and am willing to go over and above to achieve my goals in life. I have good interpersonal skills and have the ability to work alone, in a team and take lead if necessary. I enjoy meeting new people and building good working relationships, also gathering with friends in my free time.

Experience

Sitel

Apr 2020 – Present

Work from home

Executive Support Manager

• Case Management • Managing KPI’s • Writing emails and letters on a day to day basis. • Dealing with customer complaints and resolving issues. • Dealing with external parties such as legal, solicitors, finance providers. • Following up on ongoing customer cases. • Working in a busy environment. • Ensuring Customer Satisfaction Level is maintained. • Using different computer systems. • Dealing with Director Level cases

Concentrix

Sep 2018 – Apr 2020

Luton

Customer Experience Team Leader

• Case Management • Managing both Customer Support and Customer Experience Agents • Exporting daily reports/team stats/adherence • Managing correspondence KPI’s • Managing overall KPI’s and reporting figures to Operations on a daily basis • Carrying out disciplinary meetings for different scenarios. • Return to work’s • Quality assessments • Side by sides with agents • Assisting Operation Managers in their absence running the Customer Care Department. • Interviewing and identifying new employees • Highlighting the correct processes and procedures of the case management systems, moving cases forward to closure • Supporting other Team Leader’s. • Taking Manager Escalation calls from agents via both email and telephone.

Concentrix

Jul 2016 – Sep 2018

Luton

Customer Experience Advisor

• Taking inbound calls from customers and external parties. • Deal with questions efficiently and effectively, maintaining customer call logs. • Writing emails and letters on a day to day basis. • Assist in training new members of staff. • Dealing with customer complaints and resolving issues. • Dealing with external parties. • Providing accurate information and advice • Following up on ongoing customer cases. • Sending daily reports of email KPI’s to Management. • Supporting other staff members in any help they need. • Working in a busy environment. • Ensuring Customer Satisfaction Level is maintained. • Using different computer systems. • Assisting my Team Leader when needed.

Education

Ashcroft High School

Jan 2007 – May 2012

Donna Penman

Executive Support Manager for Citroen, DS and Peugeot

Skills

Languages