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

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

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

• 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

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