Kellie Nash Email & Phone Number

Warrington, Gb

Manchester

Manchester, Gb

Managing U.K and offshore multi brand contact centres.

United Kingdom, Gb

Part of the IM group; Ascent is a leading firm in the debt recovery sector and the first major legal debt firm to be authorised by the FCA. Our vision is to 'lead the way by doing the right thing for customers, always' and we pride ourselves on our approach to conduct risk and regulatory compliance. Ascent has worked hard to embed a customer-focused culture, underpinned by a company-wide initiative to 'Do the right thing!' We offer a range of services, including customer rehabilitation, debt collection, litigation and enforcement. With offices in England and Scotland, we deliver a national service with seamless dual jurisdictional capability

London, England, Gb

Head of Geek Squad Insurance and Repairs, CAPITA Carphone WarehouseI was directly responsible for the development and delivery of the Contact Centre strategic and tactical plans with a strong focus on service delivery. I directed the operations of a team consisting of up to 200 employees and seamlessly managed customer account management. I was responsible for all aspects of people management, stakeholder and client engagement and operational performance.

Reporting to the Head Of Customer Centricity, responsibilities include the development and delivery of Contact Centre strategic and tactical plans. Ownership of up to a 200FTE team delivering customer account management in regulated Contact Centre. Responsible for all elements of people management, stakeholder and client management, operational performance across all KPI’s, Customer Experience metrics and budget delivery, operational improvements, complaints root cause analysis and change programme delivery.

Managing complaints up to and including CEO complaints within a two tiered department,offering crisis and case management to complex issues. Complaints managed in multi channel and multi brand organisation through all contact types including social media

Within my appointment in this post I coordinated daily provision of customer service support within a busy contact centre, managing staff and optimising business processes through the identification of opportunities to improve service delivery

Reading, England, Gb

My duties within this role were to lead a highly performing customer service team and deliver on all Key Performance Indicators.