Jamal Jama
Deputy Manager (Scottish Power) @Sigma Connected Group
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WORK HISTORY
Deputy Manager (Scottish Power) @Sigma Connected Group
GB
Supervising Call Centre Agents and overseeing daily operational activity to ensure adherence to company policies, procedures and performance expectations- Monitoring individual and team performance, delivering regular feedback and coaching to drive productivity and quality- Handling complex customer escalations and resolving high level complaints and sensitive issues with professionalism- Ensuring quality assurance standards are met, reviewing calls, assessing customer interactions and providing structured feedback to improve customer satisfaction- Producing and analysing operational reports and tracking key metrics such as call volumes and average handling times- Supporting the Call Centre Manager in daily operations, deputising when required and contributing to strategic planning and continuous improvement initiatives.
EDUCATION
QUE / Gateway College
A / AS-Levels: Chemistry, Physics, Mathematics, Biology.
QUE / Gateway College
BTEC Diploma in Applied Science (Level 2)
QUE / Gateway College
BTEC Extended Diploma in Applied Science (Level 3)
Aston University
BSc (Hons.) Mechanical Engineering , Mechanical Engineering
University of Birmingham
HNC in Mechanical Engineering
Alpha Tutorial / Lancaster Boys School
GCSEs including English and Mathematics
Leicester College
Level 3 Diploma in Engineering
ABOUT JAMAL JAMA
A highly motivated individual with many years of experience working in customer service, IT, teaching and administrative roles. Skilled in performing day-to-day activities as part of multi-disciplinary teams to meet core objectives and demonstrating professionalism in all work undertaken. Strong background of operating in fast paced, challenging environments and providing a high level of service to meet all targets successfully. Well versed in communicating with individuals, anticipating requirements and engaging professionally to meet expectations.
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