Catherine Killick Email & Phone Number

London, England, GB

London, England, United Kingdom

London, England, United Kingdom

London, England, United Kingdom

• Led the Training and Quality department, a key pillar in the multi-lingual, multi-channel, and multi-brand CX team within the digital team for Discovery International’s entertainment and sports businesses across.
• Executed a progressive and realistic CRM programme across international territories and established KPIs and metrics to measure effectiveness of the CRM initiatives.
• Designed and implemented training programmes for various projects including new market launches of discovery+ in Germany & Austria, the BT Sport Joint Venture, platform expansions such as Roku & Amazon, commercial.
• Facilitated the introduction of Ad-Lite across scoped discovery+ EMEA territories by facilitating training sessions, creating learning materials and publishing FAQ articles.
• Released an enhanced global QA framework and calibration strategy across legacy Discovery products and HBO Max EMEA.
• Implemented new CSAT campaign using SurveyMonkey and set up automations and triggers in Zendesk.

London, England, United Kingdom

• Built and developed the Training and Quality department from scratch, creating a scalable strategy to support globalisation and rapid growth of Discovery International's entertainment and sports businesses across EMEA.
• Managed major change programme for discovery+ customers through intensive planning of impact and scale assessments and proactive support to reduce customer friction for codebase migration.
• Established and localised a new hire training curriculum and quality standards across all support channels for discovery+, Eurosport, GCN and GTV.
• Successfully launched multi-channel customer support in 2 new regions, Brazil (LATAM) and Philippines (APAC).
• Trained teams and delivered market-specific training programmes and customer communications for both Tokyo 2020 and Beijing 2022 Olympic Games across EMEA territories on a new codebase.
• Designed and implemented a global QA framework, ensuring effective quality control processes were in place for BPOs and established ownership of calibrations within my team to drive alignment.

Watford, England, United Kingdom

• Led and motivated a team of 8 Customer Care Advisors to achieve exceptional customer satisfaction levels, whilst meeting productivity KPIs in a multi-channel contact centre. Managed the Complaints and Delivery.
• Restructured and improved key DE team processes, resulting in a 13% increase in team productivity within 6 weeks. Implemented an Insights Performance Tracker to report on all offline tasks.
• Established effective performance management processes, increasing customer satisfaction survey requests by 20%. Created and managed a shared Team Leader Performance Tracker with weekly Absence % calculation to monitor.
• Facilitated training sessions and devised Advisor and Team Leader Ways of Working Packs, ensuring successful operations both remotely and in-office while meeting KPI targets.

Watford, England, United Kingdom

• Led a team of 11 Customer Care Advisors and 1 Senior Advisor in a global, multi-channel, and multi-lingual contact centre during a high-expansion period where headcount increased by 125% within 18 months.
• Transformed relationship with largest UK partner by introducing an enhanced referral process. Increased first-contact resolution rate by 6% and reduced cost to business through claim back method on lost orders.
• Contributed to the implementation and training of a new customer-focused Quality framework resulting in quality scores above 90% on average within the first 3 months of rollout.
• Developed a performance rating matrix for 3 customer operation roles, which was presented to HR and SLT and received unanimous sign-off, creating new objectives and development opportunities based on customer and.

London Area, United Kingdom

• Managed the Womenswear and Childrenswear department in a 25,000 square foot store and led a team of 40+ sales staff, including 5 junior managers and sales coordinators.
• Awarded Sales Manager of the Season for exceptional visual merchandising, department commerciality, and high area sales performance. Trained other stores on these techniques resulting in increased regional sales.
• Oversaw 3 new store openings and refits, including Hatfield (Jan 2012), Enfield (Summer 2015), and Hitchin (Jan/Feb 2016).
• Planned and executed seasonal events and key tasks, managing 40-60 temps during peak periods. 📍 Sales Manager Grade 4, London Colney Store (June 2013 - October 2018)📍 Sales Manager Grade 5, Hatfield Store (April 2012.

Hertfordshire, United Kingdom

Diploma Of Education, Level 3 Leadership & Management, Merit

Diploma Of Education, Fashion Marketing

Educational Achievement Award - Fashion Marketing Diploma Accredited by the CPD Qualifications Group

A Levels, B-C Grade

Design & Technology: Product Design, English Language, History

Gcses, A-C Grade

Activities and Societies: Vice Captain - Tennis SquadEnglish, English Literature, Maths, Design & Technology: Textiles Technology.