Aisha Murray Email and Phone Number

First line Supervision of the Help Desk team, managing day-to-day interaction Facilities Management for Clients, ensure reactive and quoted work orders are logged correctly and completed through to billing.Key Achievements● Became an ambassador for VIP 5-star customer experience – accountable for delivering Client satisfaction. ● Implemented Standard Operating Procedures (SOP) that mapped the customer journey from beginning to end and provided details of procedures specific to operations.● Produce Monthly stats reports including adhoc reports required by the clients for specific information.● Daily Team Briefs with the Helpdesk Teams to ensure cascading of company information/policy and discussing contract performance.● Devised WIP management process, which included updating auto responses sent by Maximo and this increased performance reducing total no. work orders outside SLA.

Line manage planners and administration team. Overseeing day to day operations; appointment bookings, allocating to the right trade, monitoring operative dairies. Completed weekly payments for subcontractors and suppliers, completing quality and value for money checks before processing invoice for payments.Key Achievements● Influenced changed behaviour within the team by having open, honest and candid conversations which promoted customer satisfaction and better team working.● Reduce repair department complaints by 20% by quickly identifying trends and implementing better working practises such as ‘quick fix and early resolution’ to better complaint handle cases. ● Implemented a bi-weekly meeting with other department heads to discuss goals, updates, and challenges, increasing productivity across departments by 20%.● Produce daily reports to Senior Management teams on Work in progress (WIP) to focus operational team on overdue out of target repairs.

TUPE from KIER Group in April 2019.

Held various position within KIER Group championing the customer experience. Strategic lead for customer satisfaction as well as supporting the efficient running of the Contact Centre and scheduling resource team. Manage ‘on the day’ optimisation of all activities and resources, whilst identifying trends and making recommendations for improvements in order to achieve service and cost goals and positively implement processes to effectively manage the customer journey.Key Achievements● Produced weekly reports on staff numbers which maximised scheduling capability and increased workforce productivity from 60% to 80%.● Configured the system to reduce appointment lead time to improve customer experience. This reduced complaint relating to missed appointments by 30%.● Successfully project lead relocation of Call Centre, by coordinating the call centre closure outside of normal business hours, achieved organisation objectives within timeframe reducing minimal impact to the customer.

Responsible for the delivery of responsive maintenance customer service workforce teams. This involved, managing Call Centre Team, Complaints Officers, Apprentices. Continuously evaluating service delivery, managing a busy call centre environment, I find pragmatic ways of enhancing the customer experience.Key Achievements● Managed a team of 14 Customer Service advisors monitoring their call performance ensuring KPI targets are less than 5% abandonment rate and a minimum of 80% of calls answered in 20 seconds.● Increased Customer Satisfaction between Jan – March 2017 from 72% to 85% by introducing Service Recovery Officers to form part of the contact centre which helped support the wider team allowing opportunities to resolve potential complaints informally. ● Completed regular 121s and Capability procedures to encourage employee changed behaviour. The culture change boosted staff morale which improved employee performance.

Managed a team of contact centre agents and resolution officers, using delegate authority to ensure complaints from customers and external stakeholders are actioned promptly – ultimately achieving both resolution and learning for the future. Focusing on resolution and encouraging staff to take ownership and walk in the customers’ shoes. Key Achievements● Responsible for complaint investigations at stage 1 and review stage 2, relating to all services that Genesis provides for their customers. ● Managing approximately 80 complaints per month and increasing responses to customer from 72% to 85% ● Work closely with directors, managers, officers, contractors, elected members and the Housing Ombudsman to not only resolve complaints but also to ensure that mistakes are learnt from and changes implemented. ● Involved in implementing a new complaints process and use of CRM systems for this purpose across Genesis, providing training and assistance for colleagues to ensure an understanding of the complaints procedures and how to use the CRM system for this purpose. ● Support for advisors within the department on effective use of the CRM system and the working processes of the directorate. ● My experience working previously with the Repairs department has also seen a marked improvement in complaints being resolved quickly and efficiently, and also helped improve customer satisfaction overall for the service.