Kellie Wilson Email and Phone Number

Day to day management of 3 international call centres – UK, Belgium, Barcelona with a wide range of languagesManaging internal team to work global escalated complaints Monitoring and working complaints to 24/48 hrs SLARegular video conferencing with call centres – quality calibrations, team meetings, coachingIntroduced global quality scorecard and monitoring processRegular feedback to all teams to increase quality and reduce further escalationsTraining for all teams developed and deliveredIntroduced a mystery shopper process across all marketsDeveloped internal staff towards personal career goalsAnalyse reporting and chair with team to stay close to performanceFocus team on reducing refunds across markets

I introduced and formatted a new Quality System (Evaluagent) to improve their CSPresented to the Board of Directors ideas for new Quality System and key benefits Made improvements to the Customer Journey with Marketing & Website designerTrained Warehouse Operatives on their product knowledgeChanged Returns process to improve Customer experience (new improved form)Quality checked and coached Sales Team and Managers to improve customer callsSet up own training material & delivered training to all Managers and staff on Customer Service Excellence Recruited and trained a new team on returns and refunds process.Travelling to and from Manchester working with all levels, bringing back processes to Birmingham

Assisted with training and recruitment selection for Customer Service departmentHeld attendance/timekeeping levelling sessions with Team Managers to ensure consistencyImproved timekeeping from 57% to 95% across Customer Service Investigated, chaired and held disciplinaries Fully skilled on all Real Time Analyst reporting, forecasting holiday and resource planning.Drove call performance, reduced AHT to ensure all inbound calls are responded to within agreed SLA’s with a first time resolution to 90% of calls, whilst still delivering excellent customer service.Established track record in team results, delivering a high level of quality scores of 95%+ with 80% of my agents hitting 100% quality consecutivelyDrove customer surveys and improved CSAT customer satisfaction, from 2 stars to 4.8Won 2 national awards for ‘Rant & Rave’ for being the highest achiever of the departmentRegularly won awards for best call of the month for Customer Service in the department.Followed all compliance and regulatory processes successfully hitting 100% complaint closures monthlyDrove wider business goals to improve finance position by encouraging healthy competition between teams to recover Debt. Achieving £9,786 in one month.Deputised as Operations Manager supporting Team Managers with operational issues/HR queries. Working with the Head of Customer Service providing a weekly performance report.Introduced starter guide for new Team Managers on HR policies and procedures.Encouraged employee engagement holding weekly agent forum meetings.Job Booking Team Manager – UPBO Ltd April 2016 – 31 Oct 2016Followed compliance and regulatory processes successfullyReviewed, changed and maintained KPI’sManaging National networks to ensure we upheld excellent customer serviceStakeholder management and relationship building with third party suppliers

Sales, Distribution, Network Marketing within the Health & Beauty Sector.

Undertook recruitment for Jaguar Land Rover, using competency based interview techniques Delivered set targets and deadlines of successful candidates at a pass rate of 95%. Held discussions with the team for potential candidates for employment at Jaguar Land Rover.Took responsibility for the payroll for over 420 employees on a 4 shift rotational pattern including overtime and payroll queries on a weekly basis at Jaguar, Castle Bromwich Site Overseen HR queries/attendance/quality/performance reviews Completed paperwork for DBS/references/compliance checks/tax/internal audits

Developed, coached and motivated up to 30 advisors into higher roles as well as receiving great team performance.Performed quality checks in line with recommended procedures to improve processes and the customer journey by dealing with escalations, resolving complaints at first point of contact.Relationship building with internal/external stakeholders across the business, working to agreed service level agreements.Implemented a new CRM database with IT to ensure excellent customer service is delivered with a cost to serve of £49,000Excellent communications skills with internal and external customers as well as liaising with key stakeholdersWorking to Industry Regulations, service level agreements governed by OFGEM Set up Local Working Practices within work area leading to an increase in business satisfaction.Transferred work processes to site in India over 6 month period.Hit targets of 95% of customers were back on supply with us and ready to be billed, by week 9 and 100% of our customers by week 12.Hit quality targets consistently where individuals and team received monthly bonus consistently.Involved in projects using the DRIVE methodology, delivering and saving cost to serve by implementing improvements to processes. (Define, Review, Improve, Verify, Embed)Constructed and executed continuous improvement, focusing on innovation ideas from the team, holding buzz sessions, looking at problem solving and known error to processes to prevent further problems, escalations and complaints

Managing a large team of administrators