Claire Thornton Resume

Work History

July 2016 – Present
Wm Morrison Supermarkets PLC – Facilities Service Manager, Front of House & Kiosk

Responsibilities

Managing a team of 6 Receptionists. Meeting and greeting of all visitors in Head Office and ensuring they are collected by their host in a timely manner. Arranging meeting rooms, and event planning for large events to ensure minimum impact on Reception. Constantly reviewing process to ensure best possible service is delivered at all times.

Dealing with all emails into Reception and any ad-hoc requests from colleagues and adhering to company SLA/response times.

Dealing with all access control and building security tasks. Ensuring our database is fully maintained with leavers/starters and continuously auditing this process to ensure no-one in the building has unauthorised access.

Developing of the whole team with training and support and acting as mentor for staff and colleagues where required.

Managing the Supervisor of a small kiosk and team of 4 people to ensure the smooth running of the store, covering stock, profits and loss. Dealing with any daily ad-hoc challenges.

July 2015 – July 2016
AMT Vehicle Hire – Contact Centre Manager

Responsibilities

Creating a new contact centre environment for the company, to include monitoring and reporting tools using Avaya. Responsible for creating a knowledge base for the team to ensure consistency when dealing with calls and queries and ensure team all fully trained in Company processes and procedures. Also trained and developed 2 Team Leaders in the role.

Responsible for customer reporting of all associated statistics on the hire of vehicles from the company, and also heavily involved in client liaison and maintaining good relationships to ensure the best possible service is being delivered at all times from initial call to delivery of vehicle.  

Support and implementation of new sites and staff training to ensure consistency across the company.

February 2014 – July 2015

WM Morrison Supermarkets PLC – IT Service Desk Team Leader

Responsibilities

Leading, coaching and supporting a team of first line advisors on the IT Service Desk, to ensure all reported IT related incidents within the company, are dealt with, and resolved, in line with company procedures, SLA's and KPI’s. Finding new ways of working to ensure targets are being hit by the team, and to improve on best practices and customer relations. Acting upon any staff issues in line with company policies, and taking any necessary action.

Responsible for the recruiting of permanent and contract staff within the Service Desk, supporting team members with on-going development, and arranging and assisting with documented training, and daily BAU.

Reporting daily and weekly on call statistics, staff performance, incidents.  Providing a weekly summary to our Chief Information Officer, and implementing continuous improvement activity. 

Dealing with escalated IT issues, on a rota basis, and taking ownership to ensure a speedy resolution. This is from all critical areas of the business, including Senior Management, Project Teams, Stores’ and Retail Operations.

Over-seeing the Service Desk as Manager, as required, and supporting and directing the other Team Leaders on the desk.

I also have the responsibility of dealing with our 3rd party suppliers and contractors, attending service review meetings, and addressing any performance issues with senior management. .

Other experience and training undertaken in this role as part of my own development:

·         Fully proficient in the daily administration and BAU of all areas of the team. 

·         Trained on Oracle EBS, raising and approving PO’s and monitoring expenditure in the department.

·         Proficient with the Safenet VPN tokening system, and able to deal with and resolve many different types of issues as they arise. This includes assisting users in getting them set up remotely on the Morrisons Network.

·         Learnt how to set up and configure Time and Attendance ‘clocking in’ machines, and fix any software issues as they arise.

·         Undertaking daily manager duties as required, monitoring workloads and supporting the team. Also attending daily meetings within IT to feedback any areas of concern or issues that have impacted service.

·         Dealing with and supporting our users on a face to face basis and ensuring that exceptional customer service is delivered at all times, often going the extra mile for users to resolve any issues they have with IT equipment.

·         Being part of a team involved in desk moves around the business, and leading the team to ensure this is completed, successfully and to a high standard, with follow up care to minimize any disruption. 

·         Leading various projects around the business, such as arranging an IT refresh at many of our sites, ensuring this is carried out without any interruption to service.

May 2011 – February 2014 – Customer Service Manager

WM Morrison Supermarkets PLC – Hilmore House

Promoted to this role after a period of high achievement

Responsibilities

Recruiting, training and coaching of staff members.

Reporting daily figures and stats and feeding back to senior management.

Dealing with high level escalated calls from across the Morrisons estate.

Live monitoring of agents wrap and talk time, and giving support as required.

Dealing with staff issues and any required disciplinary procedures.

Motivating staff members and keeping morale high in the office.

Achievements

Setting up of the Morrisons Wine Cellar customer service helpline within Head Office and creating a new team to work in this area.  This was introduced into our customer service department in November 2013. My responsibility was to create process flows, train staff on the new systems, and in new procedures, to allow them to deal with the different types of calls coming into the department. This was a very successful move for me, and all processes were running very successfully when I handed over to my predecessor upon leaving the department.

November 2010 – May 2011 - Customer Service Advisor

WM Morrison Supermarkets PLC – Hilmore House

Telephone agent dealing with inbound calls from customers’ and stores’ and resolving a variety of complaints/enquiries on a first contact resolution basis. The role involved some admin and back office work. After 3 months in the role, I was given the responsibility of floor walking to support over 10 new staff members in the department, it was from here I moved on to the role of Customer Service Manager.

November 2006- August 2008- Customer Service Advisor

Loop Customer Management

Bradford

Dealing with inbound calls from Yorkshire Water customers relating to enquiries about their water and waste supply, billing enquiries, and providing advice and customer support.

Qualifications/courses attended through Morrisons

ITIL V3 – Foundation certificate in IT Service Management

NVQ Level 2 – Team Leading                         Avaya Contact Centre Management
Excel – Intermediate                                    Word - Advanced
Power Point                                                 Service First – Phase A,B,C
Performance Improvement Policies               Challenge 25 training                                     
Disciplinary procedures                                Data Protection Act
Cobit5 Introduction                                      Health and Safety compliant

Education history

September 1986 – May 1989
Buttershaw Upper School - Bradford

English            GCSE – B
Maths              GCSE – C      
Typing             RSA – 1, 2 & 3 – Distinction

Profile

I am a highly motivated, hardworking, organized and outgoing individual, with excellent management, communication, customer service and people skills.  Currently responsible for leading a team of over 17 first and second line Analysts within Morrisons IT Service Desk, providing support to over 20,000 users across the Store and Manufacturing estate. Key tasks are monitoring the service desk for quality and performance and providing daily and monthly feedback to senior management aimed at improving the level of service being delivered.  I have a proven ability to consistently hit targets, improve on best practices and get the best out of any team.

I enjoy working within a team environment and managing the challenges that this brings. Motivating and bringing the best out of people, creating positive working relationships with my colleagues and within the wider company are core values I apply in any role.

Currently, I am looking for a new challenge which will allow me to re-locate to another country, or which involves traveling and will allow me to bring my customer service expertise, excellent communication and people skills, managerial experience and passion for travel into a working environment I feel I would thrive in. 

English as a first language. 

Education history

September 1986 – May 1989
Buttershaw Upper School - Bradford

English            GCSE – B
Maths              GCSE – C      
Typing             RSA – 1, 2 & 3 – Distinction

Expand certifications section

• • ITIL Foundation Certificate in IT Service Management.  
  • NVQ Level 2 - Team Leading  
  • Avaya Contact Centre Manager - Application training - Level 2.

Traveling is a passion of mine and as such I am currently seeking to relocate from the UK to another country. 

I also enjoy cooking and can often spend many hours in the kitchen creating alsorts of different dishes from around the world.

Can be obtained upon request.