Emma Carmody Email & Phone Number

Devon

• Designing, reviewing, and testing business processes• Proactive analysis of customer feedback and interpreting data• Designing reports and making recommendations for change in processes, systems, communications & products / service• Root cause analysis from customer feedback to reduce non-value adding activity and eliminating waste• Help define the desired customer experience with stakeholders at all levels and agree success measures for each customer touchpoints• Improve customer satisfaction by driving and influencing stakeholders to deliver against agreed problem management actions and ensuring solutions are fixing the problem during post implementation review• Highlighting trends and risks to stakeholders, for example, splitting data by product or customer segment or calculating the percentage of repeat complaints about the same issue• Customer Journey Mapping to identify areas for problem management; pinpointing precise areas of process failure and uncovering patterns. From brand perception to in life customer processes

Exeter, United Kingdom

• Responsible for proactive analysis of customer feedback, interpreting data, generating reports and making recommendations for change in processes, systems, communications & products / service.• Owning and managing a root cause analysis process from all customer feedback to reduce non-value adding activity and eliminating waste.• Define the desired customer experience with stakeholders at all levels (including ET and SLT) and agree success measures for each customer touchpoints.• Improving customer satisfaction by driving and influencing stakeholders to deliver against agreed problem management actions and ensuring solutions are fixing the problem during post implementation reviews. • Highlighting trends and risks to stakeholders, for example, splitting data by product or customer segment or calculating the percentage of repeat complaints about the same issue.• Owning and managing ‘Customer Journey Mapping’ to identify areas for problem management; pinpointing precise areas of process failure and uncovering patterns. From brand perception to in life customer processes.

Gateshead, Tyne & Wear

• Finance Control; expenses, VAT, book-keeping, payroll, training• Managing a database of 5000+ part time Mystery Shoppers, and an office team of 5 employees• Extensive typing of mystery shopping reports including proof reading, followed by distribution to clients• Planning and booking travel and accommodation• Use of Microsoft packages including Outlook, Excel, Word, PowerPoint, and the internet• Travelling to meetings/ networking events around the country• Maintaining a comprehensive and confidential filing system• Recruitment of Mystery Shoppers – UK and Ireland• Marketing; social media• Client account management; including reports and summary analysis• Allocation of work using our Online System• Managing and implementing systems within the business to improve productivity• Editing of covert videos using Windows Media Player• Understanding the client’s needs, being proactive not reactive• Ensuring adequate trained and competent resources are available to undertake the task given• Providing support and guidance to the mystery shoppers on a daily basis

Durham, United Kingdom

• Managing a small team of office based staff, and organise over 5000 Part Time Mystery Shoppers in the UK and Ireland• Arranging the logistics for dates/times of mystery shopping jobs to be completed and organise the collation of reports in a timely manner, meeting both business and client deadlines• Allocating mystery shopping jobs in the UK and Ireland using an online database• Maintaining the online database, updating mystery shoppers profiles and providing feedback on a day to day basis to improve quality of work• Proof reading reports before submission to clients• Cost management, including setting and adjusting mystery shopping fees and expenses when necessary to meet company targets and to ensure we remain within budget• Manage website and Google listings• Manage IT issues within the office, including day to day problem solving

• Team leader for the Home Insurance area of the business• Managed a team of 15 Call Centre staff• Provided Training and Development for all team members of a day to day basis• Followed FSA regulations and completed 10 FSA calls every week on each member of staff, to ensure regulations were adhered to• Side by Side live coaching on each member of staff• Daily briefings and team meetings • Setting targets to ensure sales expectations were met on a daily, weekly and monthly basis• Recognising individual strengths and weaknesses and creating development plans to get the best from staff

Newcastle Upon Tyne, United Kingdom

• Store Manager of 2 stores based in the North East• Sales and customer service training• Interviewing new employees for new stores within the UK• Staff management, producing weekly/monthly rotas.• Weekly stock control, ensuring best sellers were ordered and prices were competitive

Gateshead, Tyne & Wear

• Store Manager of two stores within my time with the company; Durham and their Blue Chip store in Gateshead, with over 40 staff members.• Assistant manager previous to store manager roles within Sunderland and Ashton under Lyne.• Sales and customer service training.• Staff management and stock control, including re-ordering top sellers• Merchandising in store as well as head office windows, which were issued to stores UK wide• Requested to help in new store openings, for both training and merchandising