Kelsey Lye Email and Phone Number

One of the founders of clarITy, our model for enhancing IT Customer (end-user) experience, delivered through an online learning programme. Further KnowledgeQuest Services:Implementation of an IT Continual Service Improvement cultural aligned to the company goals of improving the customer experience and boosting customer satisfaction scores.Developing IT Communication Plans to provide the customer with education and knowledge of change, and ensuring that change happens in a seamless stealth-like way.Educating the customer through IT Tip of the day, IT Clinics, roadshows, handy user learning guides and other media.Pro-active engagement with the customer through IT Clinics, fixing issues and education on how to get the most from the IT Function (logging incidents and requests, escalations, SLAs, etc.).Driving up customer satisfaction through the development of surveys, analysis and implementing improvements.Supporting the IT Customer through software rollouts through clear communications, education, floor walking and roadshows.

Over the 9 years providing business consultancy service to Imperial Cleaning Services, I managed over 200 employees and delivered managed cleaning services to over 80 commercial and educational premises. I lead a team of 7 within Head Office overseeing all Operational, Financial and Administrative Management. I lead the sales of the business quadrupling the company turnover during my time managing the business.

Delivering IT Solutions across multiple CC accounts, to include British American Tobacco, Heathrow, Nationwide, Visa, General Electrics & Shroders.Implementing multiple IT Initiatives to boost customer satisfaction scores, and strengthen the bonds between IT and the end-user (IT Customer).Driving the Continual Service Improvement culture globally and locally, across multiple CC accounts.

Delivering a multitude of IT initiatives to 1000s of employees globally, implementing a CSI culture throughout. Launched the 1st ever Tech Bar, supporting 1000s of IT Customers, in addition to 25% of the UK employees attending several of our educational roadshows.Delivered our IT Clinics to 10,000+ employees in UK and Europe, resulting in 100s of improvements to be made.Achieved a project rollout ahead of industry standards. Microsoft UK described as “…faster and more efficient than any other global organisation we have worked with”, assisting a global corporation to achieve an industrial award.