该外籍人才来自【洋先生】的 外教库 |
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外教简介
Career History: English Teacher April 2014 - Present Voluntary basis Encouraging students to observe, question, discover and investigate in order to engage in their learning Assisting students to develop their creativity and intellect at a pace suited to their personalities and abilities Working hard to build partnerships between my pupils and their families to identify a best learning approach tailor made to the individual’s learning style Maintaining pupil discipline with regards to punctuality, behaviour, standard of work and independent learning Marking and grading pupil’s work and providing verbal, written and diagnostic feedback Observing and evaluating students’ performance. Progress and social development. Bottomline Technologies, Reading September 2013 – Dec 2015 Key Customer Care Manager Regular service reviews, discuss changes to the service to continuously improve customer satisfaction Facilitate and manage internal personnel and the customer in a professional and timely manner Managing a team of 14 first line technicians/engineers in house and remotely and deploying teams where necessary Assisting in recruitment and selection of candidates and interviewing candidates Preparing induction training/mentoring new recruits Regular 1-to-1’s with 1st line staff/personal progression development plans Regularly liaise with field-based sales managers via periodic conference call or meeting to ensure client is clear on point of contact First point of contact for any escalations Complaints handling Achieving targets by adhering to SLA & KPI measurement when responding to customer and staff correspondence/complaints Tailor made reporting using various reporting tools to measure trends for continuous improvement Customer Satisfaction measurement through regular meetings, feedback questionnaires Obtaining and nurturing key contact relationships to enable c-level relationships to be forged Legacy contract sign up Maintaining the existing revenue by re-signing service contracts Metro Bank Plc, Head Office - Holborn April 2011 – March 2013 Team Leader Events Coordinator responsible for 14 Metro Stores Senior Customer Services Representative/Team Leader Reception, Sales floor/Rota management Business and Personal Account opening and lending Internal audit/risk operation checks Telephonic queries Complaints handling Surprising and Delighting’ customers through means of exceptional customer service Coaching and training Internal Risk Auditing Mortgage Officer HSBC, Head Office July 2006 – February 2011 Area Engagement Leader (2008 – 2010) Working with the Senior Regional Management across West London on improving engagement within 136 retail branches Cross communicating between senior management and retail branches and presenting ideas and messages gained from attending regional meetings PowerPoint presentations and hosting monthly meetings on PULSE (internal measure against objectives) Implementing new ideas and processes to ease appointment booking for the customer and staff – Appointment Booking Systems Champion Senior Customer Services Officer, Holborn October 2006 - January 2010 Cashiering, including Bullion, Diebold and Safe and Safe keeping Reception management Sales Floor Management Premier Wealth banking, managing a portfolio of over 300 clients with complex account needs and retaining business through CRM Personal Lending and Mortgages Identifying needs for PIFA and creating leads for mortgage, PIFA and wealth managers Personal Account Opening Amanah Banking – A Muslim Sharia Compliant banking service Assisting customers with financial difficulty and chasing on arrears Use of TEAC model to deliver high Individual Review/FHC Quality. Strong Knowledge of Pulse – Internal measure of branch activity against measures set Customer Focused – highlighted for Feltham Branch Mystery Shop Scores above 96% and Survey score of 6.2 YTD (average 3.4) Operations/Audit Experience Back Office/Administration – Managing team of six and liaising with sister branch in Feltham and ensuring CCOs (customer contact opportunities) are worked within the agreed SLAs Appointment Booking Systems Champion Area ‘Smile’ Champion – Attend Regional Meetings and being the ‘Voice’ of all clerical and branch management staff. In-Branch sessions run to gather feedback/issues.
Education： TEFL Certificate The TEFL Academy Awarded April 2014 Ba Hons Marketing Metropolitan University Completed August 2006 GCSE Grades – Maths (B) English (B) Technology (B) German (A) Waldegrave School Completed 2001
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