Katherine Cornes Email & Phone Number

London, Gb

London, England, United Kingdom

My experience and contributions so far have led to my being asked to cover a sabbatical for the Head of Customer Operations. In this role I oversee Customer Ops to ensure we are delivering VVIP service, when our drivers need it. I am involved in developing our strategy for the future of Operations, working closely with data, product, tooling and resourcing. I manage our operations managers to support core customer ops hitting it's KPIs as well as the development of our future leaders and projects.

London

My key responsibilities in this Ops Manager role were maintaining Core Customer Ops stats such as phone answer rate, email response time, compliance, etc. as well as ensuring there is career development for the Customer Operations team.In order to achieve this I set up robust reporting, forecasting, capacity planning, great hiring and excellent coaching.I also constantly looked to the future to plan for Operations scaling as the business grows, to ensure Customer Ops needs are represented in data, product, tooling and resourcing.

London, England, United Kingdom

A leadership role in customer service overseeing L&D, Knowledge & Content, Complaints and Workforce Management. I really enjoyed being part of the strategic team setting the direction for customer service. At the end of my time in the role, I worked on the integration of Bulb's customer service team with Octopus following their exciting acquisition of Bulb.

London, England, United Kingdom

Sat in the member experience leadership team and contributed to the team's strategy, whilst managing 8 Pod Leaders at Bulb, who each managed up to 15 Energy Specialists.I managed up to 11 Pod Leaders at one time throughout different restructures.In addition, I managed Bulb's chat service and was made responsible at different times for a number of company projects including promotion rounds, reshuffles, government schemes, and ofgem targets.

London, England, United Kingdom

Managed a team of 8-12 Energy Specialists to perform at a high level, enjoy their roles and progress in their careers. Additionally, had a wide ranging impact through Make It Better projects across the company.

London, England, United Kingdom

Joined the member experience leadership team at Bulb to implement Teleopti, our workforce management software. Worked with Teleopti and the CEO amongst other senior stakeholders and led on managing the tool as we started using it. As the sole WFM team member for the first 6 months, I managed intraday analysis, scheduling and forecasting.This is where I learned I wanted to be in the leadership team at Bulb and sought out further management experience.

London, England, United Kingdom

Moved into a hybrid service-product role and really enjoyed helping build up prepay at Bulb in it's early days, meeting with external companies to identify and fix issues.As the team grew I began taking a leadership role and took an excellent Moving into Management course.

London, England, United Kingdom

Answered phone calls, emails and chats to help Bulb members whilst keeping a keen eye out for Make It Better opportunities. As a personable individual, I really enjoyed customer service and am still keen to jump on the phones to this day.

Hertfordshire, England, United Kingdom

Worked with a medium-sized Christian Union (University Society) at the University of Hertfordshire to help them grow their membership through improving their weekly meetings, publicity, committee and events, including an events week. I also gave talks at events, led small groups and completed part-time study as part of the year.I did not sit on committee as I wasn't a student, and therefore learned more than I realised at the time about influencing others by casting a vision and winning over individuals in one-to-ones. This lesson has served me amazingly through managing all my future teams.