LESLEY PETERSEN

• Support/manage project execution, change requests, improvement plans and transformational activities to ensure adherence to budget, schedule, and scope.
• Interaction with clients and internal stakeholders
• Inputs into risk registers and compliance reporting
• Develop or update project plans for information including project objectives, technologies, systems, information specifications, schedules, funding, and staffing.
• Monitor or track project milestones and deliverables.
• Confer with project personnel to identify and resolve problems.
• Submit project deliverables, ensuring adherence to quality standards.
• Prepare project status reports by collecting, analyzing, and summarizing information and trends.
• Ensuring that all relevant transition KPIs/SLAs are achieved on time within budget
• Reviewing existing data sets and providing insights/recommendations to operations in an attempt to improve performance against key KPIs/SLAs

• Liaised with Operations on service delivery issues, taking corrective action to meet service level goals
• Calculated and managed daily service delivery targets to attain weekly and monthly goals
• Consulted with clients on performance, adherence, and productivity
• Implemented solutions to optimize exceptions and maximize availability
• Managed and developed a team of Service Performance Managers and Analysts
• Liaise with Operations on service delivery issues, taking corrective action to meet service level goals or to increase productivity
• Chair daily meeting with Operations Managers to review performance, forecast accuracy and sickness levels and to devise an action plan as necessary for the current day/week
• Calculate and manage daily service delivery targets in order to attain weekly and/or monthly targets
• Facilitate and implement solutions with the rescheduling and optimisation of exceptions, to minimise impact on the floor and to mitigate hotspots and maximise availability
• Support OMs to maximise performance by co-ordinating TL’s to react appropriately during busy periods
• Chair daily Service level/Adherence meetings
• Review adherence data using OPT and Firefly and highlight any concerns with TLs and OMs
• Prompt TLs to manage BSL alarms as well as other OPT alarms accordingly and highlight any concerns to OMs
• Manage on the day exceptions in conjunction with the India service delivery team, ensuring operations are adhering to the schedule exceptions and schedule lockdown processes
• Suggest improvements to how improve service delivery with GM’s and OMs
• Identifying the reasons for failure of any SLA KPI and communicate to Ops and client with remedy actions

• Taught adults to read, write, and understand English, incorporating life skills
• Provided numeracy, reading, writing, and motivation/life skills training.

• Managed inbound call center operations for T-Mobile USA
• Received international award for implementing an escalation desk
• Oversee 10 Team Leaders and 150 agents
• Promoted 11 agents to Team Leader based on assessment and training.

· Maintained a healthy and professional relationship with the outsourcing clients for maximizing profit on a long run.

· Setting targets for team leaders as well as motivating them to achieve those targets

· Selection and interview process of new suitable candidates for the client

· Training of newly hired staff to increase performance

· setting and meeting performance targets for speed, efficiency, sales and quality;

· Planning and managing change within the call centre through resource planning, count and call availability.

· Managing the daily running of the call centre which encompasses staffing issues, quality monitoring, absence management, performance management

· Direct call center operations as a liaison between clients, supervisors, and call center employees.

· Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.

· Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.

• Supported and developed advisors to secure internet sales and retention opportunities
• Led the top sales team in the sales department from

My main aim within sales was to develop, motivate and inspire the sales team by utilising, Coaching, motivation videos and reading material.

• To monitor and manage team’s KPI targets.
• To develop and coach team members to improve performance and customer service.
• Hold monthly one on one meetings to review individual performance and personal development plans.
• Bi-annual appraisals to ascertain performance and improvement standards.
• To manage organizational changes within the business meets company vision.
• To manage all instances of underperformance and misconduct in line with company procedures and seek advice/support where appropriate.

• Wine of the Month Club, Oversaw 8 agents in debt collection telesales
• Streamlined accounting processes and implemented a computer-based system
• Acted as HR Site Agent, dealing with labor issues and absence.

• Oversaw and trained telesales and external sales teams
• Set up sales reports and motivational sessions to enhance productivity
• Managed relationships with clients and reported on productivity.

• Managed client relationships and developed retention and loyalty tools
• Facilitated brainstorming sessions with affiliates to introduce marketing projects
• Conducted training and quality control in the Communications (Call) Centre
• Coordinated overseas summits and conferences for affiliates.