Description

A Service Improvement Expert who has a passion for offering outstanding customer service. Boasting a consistent track record in designing and delivering business-critical change to maximise customer experience, drive retention and improve performance. Boasting a progressive career spanning 10 years working in customer-focused environments combined with a commitment to embedding continuous improvement and customer service excellence. Recognised for success in leading, coordinating and forging trusted relationships with senior level stakeholders to propel collaboration and gain buy-in for projects and programs. A motivational and inspirational expert with demonstrable success in leading, training and mentoring high-performing teams through engendering robust and positive working cultures that drive motivation and performance.

Languages

English
Native or bilingual

Workplace preferences

Can work on-site

London (up to 50km)

Catalyst Housing Limited
Service Improvement Lead
April 2019 - Today (7 years and 2 months)
I review and analyse business processes, to improve efficiency, effectiveness and/or usability. Research and report on comparative performance data. Presenting service improvement plans and recommendations to the Head of Customer Insight, senior managers and colleagues within the Directorate. Manage and develop relationships with project team members and stakeholders to ensure successful project outcomes. Proactively share customer insight across the business. Carry out several demand analysis of customers. Both collecting and analysing results before presenting them to the relevant heads of service.
iSmash
Senior Service Administrator
February 2018 - April 2019 (1 year and 2 months)
London, UK
Complete monthly reviews and lean coaching sessions with Customer Service Administrators Plan prioritise and delegate work tasks Ensure the necessary resources and tools are available for quality customer service delivery Respond and resolve escalated enquiries from the Customer Service Administrators Develop and implement customer service policies and procedures Define and communicate customer service standards in weekly customer voice meetings, with department leaders Oversee the achievement and maintenance of agreed customer service levels and standards When required, provide support for retail store managers Continue customer service administrator duties Positively influence and contribute to the team culture and drive continuous improvement
Supercover Insurance
Claims Handler
June 2016 - January 2018 (1 year and 7 months)