Call Centre team manager with up-to-date people and technical skills. I have a proven track record of engaging and empowering staff to want to succeed with demonstrated results in reduced absence, improved performance and self-motivation.
Associate member of the Chartered Management Institute, I have a broad knowledge of psychology and specific Neuro Linguistic Programming (NLP) knowledge.
Experienced in performance management, delegation, performance reviews and attendance management. I have also chaired many higher-risk disciplinary cases resulting in clear outcomes.
I hold a B.Sc. in Computing and Informatics. I have an understanding of systems architecture, project management, data and information management focussing on making data accessible to users. I have a keen interest in current technologies.
Responsible for a team delivering escalated technical support to BSkyB customers with broadband and telephony. Ensuring the team are competent, equipped, motivated and performing to a high standard through regular performance monitoring and coaching. I also handle serious complaints providing feedback to each agent and manager.
Additional project responsibilities include the creation and management of the department intranet sites, identifying and delivering process improvement, delivering business information.
I chair quarterly planning sessions with my peers, agreeing consistent approaches to realtime management and to build on team cohesiveness.
I have also created and led workshops for new team managers, ran recruitment, developed subject matter experts and coached people to reach their goals with three of my earlier team members subsequently becoming team managers.
Through 360 reviews I have identified and managed my development opportunities and continue to track highly in team and colleagues satisfaction in the support I offer them.
Technical Support team leader working 24/7 shifts managing a group of 10 support operators. Handling customers complaints through to resolution meeting ISO standards. I was seconded to the training department for 6 months when we launched ADSL where I created and delivered all ADSL training to all support staff. I have led change management focus groups, met with customers during negation stages and have consistently gained the highest rating in end of year reviews
As a liaison between managers and civil planners, I was responsible for maintaining an MS-Access database and producing reports for managers. Providing software training to colleagues in the whole range of the MS Office suite. I was offered a permanent position but declined in order to further my career in more of a people management area.
Human-Computer Interaction, Information Systems Analysis and Design, PRINCE 2 Project Management and Programming.
Distinction gained in Final Year Project, Distinction for Working With & Relating to Others.
Quantitative Methods, Marketing, Programming Project and Business Systems.
Getty Images licensed photographer with works published internationally.
100,000 views on YouTube for piano performances.
I have a range of Apps published for iPhone/iPod for photography and hobbies.
Niki Odolphie — niki@odolphie.com — 01373 301159