I am a result-oriented leader with a proven track record of building high-performing teams and delivering exceptional service experiences. For over 18 years, I've thrived in fast-paced environments, fostering collaboration and driving results in the construction materials industry at Kingspan Ltd which is a global industry leader. In my most recent role, as the Head of Customer Service UK and Ireland, I spearheaded a customer-centric approach across three manufacturing sites, managing a team of 85 individuals and directing seven direct reports. My focus lies in empowering teams to achieve excellence. I've implemented a comprehensive customer service training programme, boosting staff knowledge by 60% and driving a 33% increase in customer service satisfaction within four years, through active listening to continued feedback, exceeding industry benchmarks. By fostering cross-site collaboration and implementing process improvements, I have facilitated a 92% reduction in errors, leading teams to work together to achieve success. I have also lead multiple cross function and cross sites projects where a projected first-year saving of 38 hours per week across five teams was achieved. I'm a strong believer in investing in people. I champion career development by creating structured progression frameworks and fostering a culture of continuous improvement. Whether leading the rollout of paperless initiatives for increased efficiency or partnering with leadership to streamline operations, I am passionate about driving positive change and exceeding expectations.Customer care and complaints management with effective prioritisation in resolving issues promptly and efficiently. Focus and quality and compliance. Led a strategic project to achieve paperless operations and reduce our carbon footprint. The goal was to achieve 85% digital adoption within customer service, driving alignment with the organization’s strategic objectives.I am looking to connect with industry professionals and explore opportunities where I can leverage my expertise to build exceptional customer experiences! Feel free to reach out to connect!