Judith Sturgess Email and Phone Number

o Comprehensive Operations Management: Efficiently manage church operations, including database oversight, invoicing, expenses, and office management, ensuring smooth and effective daily functions.o Volunteer Coordination and Event Administration: Successfully coordinate over 150 volunteers and manage logistics for major church events, including baptisms, weddings, funerals, and large-scale conferences.o Income Generation and Facility Optimisation: Generate significant income through… Show more o Comprehensive Operations Management: Efficiently manage church operations, including database oversight, invoicing, expenses, and office management, ensuring smooth and effective daily functions.o Volunteer Coordination and Event Administration: Successfully coordinate over 150 volunteers and manage logistics for major church events, including baptisms, weddings, funerals, and large-scale conferences.o Income Generation and Facility Optimisation: Generate significant income through strategic space rental to external groups and schools, and maximize occupancy with effective calendar and facilities management.o Community Engagement and Social Impact: Built up strong community connections by coordinating social prescribing initiatives and collaborating with external charities for fundraising and support projects.o Sustainability and Governance Compliance: Drive sustainability efforts towards carbon neutrality by 2030. Ensuring the Church is Health and Safety compliant plus assisting with reporting to the Charity Commission and Church of England our annual returns and data. Show less

o Responsible for deploying over 150+ multilingual customer support agents based across four sites who handle five different Point of Sale to respond to the real-time needs of the service, ensuring customers contacts are managed promptly.o Regular updating of the workflow planning tool, Pipkins, to ensure resources are positioned to best serve the needs of our customers, whilst continuously tracking adherence, inbound & outbound contact volumes and Green Time to deliver on KPI’s and SLA’s… Show more o Responsible for deploying over 150+ multilingual customer support agents based across four sites who handle five different Point of Sale to respond to the real-time needs of the service, ensuring customers contacts are managed promptly.o Regular updating of the workflow planning tool, Pipkins, to ensure resources are positioned to best serve the needs of our customers, whilst continuously tracking adherence, inbound & outbound contact volumes and Green Time to deliver on KPI’s and SLA’s o Creation, collation and dissemination of daily/weekly/monthly management information for local and divisional senior management, quality coaches and team members to identify high & low lights and call out areas of focus/operational wins, whilst building action plans to deliver on under performance at a team/individual level in calibration with team leads o Responsible for daily presenting Back Office Metrics and Service Level Daily Workflow presentations.o Allocation of workflow contacts and prioritising in accordance with the type of contact, service level and expertise of the agent responsible. Review of DSat, Net Promoter Score & CSat by undertaking foot cause analysis of trends identified and provide development feedback to the management and quality teams when areas of focus are revealedo Creating Social Media response templates for specialist agents to use when responding to comments on Social Media platformso Assisting Customer Support Representatives in real time on difficult calls or chats with advice and troubleshooting techniques. o Triaging and Assigning all cases in UK, Nordics and Netherlands Customer Support queues in Salesforce.o Responsible for real time reports of site problems and dealing with developers where necessary and adding emergency temporary message on the website.o Always adhered to all confidentiality requirements. Show less

Promoted to this role as a result of high success achieved in previous role. o Charged with putting things right for our customers, by investigating a variety of complaints with differing complexity levels by liaising with various cross departmental teams such as finance, legal, PR, trust & safety, partner sales & connectivity teamso Provided written and verbal responses back to customers and legal/PR teams to de-escalate escalated issues, and undertake root case analysis for… Show more Promoted to this role as a result of high success achieved in previous role. o Charged with putting things right for our customers, by investigating a variety of complaints with differing complexity levels by liaising with various cross departmental teams such as finance, legal, PR, trust & safety, partner sales & connectivity teamso Provided written and verbal responses back to customers and legal/PR teams to de-escalate escalated issues, and undertake root case analysis for distribution to management, quality & team leadership groupsDuring my time in this role I was recognized by the Senior Vice President of Operations & Services for handling contacts with great empathy, resilience and satisfaction, and as such was awarded with a travel award o Operated floor management support, assisting customer support agents who were presented with complex contacts to ensure First Contact Resolution was adhered to o Creation, collation and dissemination of daily/weekly/monthly management information for management to evaluate source of customer dissatisfaction, areas of operational/procedural improvement and team/agent coaching Show less

o Supported holiday home partners & holidaymakers through use of the Vrbo platform, helping to create wonderful experiences for holidaymakers and their families, whilst assisting partners to create income from their properties o As a senior member of the team, I assist junior members with handling complex contacts and acted as duty manager to support the success of the operation. I was also tasked with disseminating inbound contacts received via call, chat or email to available agents o… Show more o Supported holiday home partners & holidaymakers through use of the Vrbo platform, helping to create wonderful experiences for holidaymakers and their families, whilst assisting partners to create income from their properties o As a senior member of the team, I assist junior members with handling complex contacts and acted as duty manager to support the success of the operation. I was also tasked with disseminating inbound contacts received via call, chat or email to available agents o Facilitated training and shadowing sessions of new hires into the department spanning across three sites, to provide them with vital knowledge of the product, procedurals and objectives Show less

o Monitor and distribute inbound contacts from clients and regulators to members of the support team, who would liaise with suppliers and manufacturers worldwide regarding stock availability, delivery rates and returns of faulty or unwanted goods, making sure the items were eligible for return, as coaching would be provided to the client if the items were found to be in working order o Creation of new returns procedures/policies and amendment of existing ones, whilst ensuring compliant with… Show more o Monitor and distribute inbound contacts from clients and regulators to members of the support team, who would liaise with suppliers and manufacturers worldwide regarding stock availability, delivery rates and returns of faulty or unwanted goods, making sure the items were eligible for return, as coaching would be provided to the client if the items were found to be in working order o Creation of new returns procedures/policies and amendment of existing ones, whilst ensuring compliant with ISO 9001:2008 regulationso When things went wrong for clients, I investigated and provided written and verbal communication to resolve their complaints/concerns Show less

o Management of the office, cleaning and finance teams and ownership of making sure the filing systems, expenditure databases and insurance policies were correct and up to date, thus allowing the church to serve the community and provide worship for those who attendo Diary Management; including arrangement of rotas for various activities for staff and volunteers, and coordination of volunteers and assistants working in the office and in the churcho Parochial Church Council secretarial… Show more o Management of the office, cleaning and finance teams and ownership of making sure the filing systems, expenditure databases and insurance policies were correct and up to date, thus allowing the church to serve the community and provide worship for those who attendo Diary Management; including arrangement of rotas for various activities for staff and volunteers, and coordination of volunteers and assistants working in the office and in the churcho Parochial Church Council secretarial duties such as: preparing and distributing agendas & minutes and ensuring follow-up by presenting administrative policies for adoption o Enablement of large-scale engagement and fundraising events, such as arranging an away weekend for over 100 parishioners, thus contributing to an annual budget of over £200k per annum Show less