Kiara C. Email & Phone Number

London, Gb

London, England, United Kingdom

Managing a team of customer care executives across the UK to provide excellent customer service to NHS stakeholders. Key responsibilities include: - Managing a geographically dispersed team of Customer Care Executives in a remote-first environment. - Championing a customer-obsessed culture, coaching, and nurturing team members to excellence. - Managing the Customer Care QA framework. - Reducing low-level queries and maintaining the customer-facing Help Centre.

Greater London, England, United Kingdom

Managed UK and Ireland contact centres and team managers, providing Online Doctor and Health Clinics services in collaboration with key partners.

Fitzrovia, London

Heading up the Customer Service team and owner of customer support and experience strategy, understanding the customer journey and advocating for customers across company projects. Managing Inbound Sales and Key Account Support to boost revenue between Dec 2020 to Aug 2021.Key Responsibilities:- Leading fast-paced, high-volume B2B/B2C contact centre with split bases in London and Birmingham.- Recruiting and developing a team of 16 Customer Service Executives.- Managing Senior CS Executives who lead daily operations and strategy of team.- Nurturing an environment where everyone takes ownership of their own success and can excel through encouragement and empowerment.- Quality checking.- Accountable for service delivery - working closely with our operations department to improve service levels and deliver technology improvements to support drivers and supervisors.- Accountable for customer retention - ensuring yearly customer losses are minimal and do not exceed budget, ensuring annual price change is successful and acting as the final point of escalation for complaints.- Managing CS team Knowledge Base in Salesforce, ensuring resources are up-to-date.Key Achievements:- Creation of the CS progression ladder driving improved performance, team engagement, internal promotions and salary increases. - Introduction of new recruitment process which led to a 80% decrease of employee churn in first 6 months.- Re-modelled the customer service training programme to cut training time of a new starter by 50% and improve quality.- Creation of the Customer Service progression ladder driving improved performance, team engagement, internal promotions and salary increases. - Streamlined and automated CS processes to reduce time spent navigating CRM system by 30%.- Overhauled CS quality check metrics to improve interaction quality by 33% in the first 3 months following introduction.- Winning ‘First Miler of the Month’ award in April 2021, peer-nominated accolade.

Islington, London

Managing the daily operations of the CS team to ensure KPIs and targets were met.Key Responsibilities:- Recruiting, mentor and develop Customer Success Executives.- Allocating inbox/outbound/inbound calls etc.- Identifying and addressing staff training and coaching needs.- Handling complex and escalated customer service issues.- Ensuring all customer complaints and operational complaints are resolved as quickly and efficiently as possible.- Providing valuable reporting, insight and ideas for building the CS Team strategy.- Negotiating prices and terms with our customers. - Building relationships with key and large accounts to improve customer satisfaction.Key Achievements:- Member of pilot Frontline Team of 3 during company ‘Covid-19 Action Plan’, meeting KPIs and minimising customer churn during challenging period.- Winning ‘First Miler of the Month’ in July 2020.

Islington, London

Supervising a team of 12 Customer Success Executives and deputising for CS Manager.Key Responsibilities:- Identifying and implementing improvements to performance of team and service and reporting to CS Manager. - Training, mentoring and coaching team members.- Providing high quality customer service via phone, email and face-to-face.- Resolving 100% of complex customer queries and escalated customer service issues without further escalation. - Providing support to Account Management with crucial actions on key and large accounts. - Maximising sales opportunities by up-selling, add-selling and care calling. - Leading recycling workshops to increase recycling rates and encourage customers to love the environment. - Being a positive role model, mentoring and motivating team members.Key Achievements:- Successfully handling and resolving 50+ customers interaction daily.- Exceeding sales targets across existing customer base to boost sales by 33% in 2019.- Successfully completed CIPD’s Introduction to People Management in April 2019.

Islington, London

Key Responsibilities: - Managing high volume of incoming calls and cases.- Solving routine problems and complex customer queries.- Taking payments from customers and handling invoice queries.- Raising credit notes following invoice discrepancies.- Responding to customer emails.- Handling complaints and escalations through to resolution. - Outgoing courtesy calls to existing clients.- Liaising with third-party contractors to ensure customer needs are met.Key Achievements:- Promoted to Senior CS Executive after first 6 months.- Successfully handling and resolving 100+ customer interactions daily. - Meeting 30% sales targets across base customers in Q3 2018 to hit company milestone £2m monthly sales.

Angel, London

First line support on fast-paced customer helpdesk serving international clients in managed print services for software and hardware printer issues. Managing high call volume and helpdesk inbox to handle all customer queries to meet KPIs and SLAs. Troubleshooting break/fix issues and verifying consumable tickets to generate orders. Key Achievements:- Winning ‘Xerox’s Partner of the Year’ award for 3 consecutive years (2016 to 2018).- Exceeding monthly remote troubleshooting targets.

Ladbroke Grove, London

First point of contact for patients regarding health urgent and routine enquiries via telephone. Key Responsibilities:. Resolving patient queries received via inbound calls from patients. . Outbound calls to GPs, hospitals and clinics. . Triaging patient calls using NHS Pathways system.. Advising patients on appropriate clinical advice in emergency situations and escalated care of patients to healthcare professionals. . Documenting patient information in CRMKey Achievements:. Successfully administered CPR over the phone.. Ensured high quality, safe and effective healthcare was delivered via telephone. . Operated successfully in a fast-paced environment to provide a high-quality service.

Sunderland, United Kingdom

• Responsible for the pastoral care of students.• First point of contact for any queries outside of office hours.• Performed admin duties such as creating accurate documentation and filing.• Answering telephone enquiries.• Referred students to the appropriate support services available. • Responded to all emergencies and supported fire wardens with safety breaches. • Successfully completed a course in basic first aid and fire safety to assist in case of emergency.• Promoted good environmental practices to achieve recycling targets set. • Planned and organised social events and activities for students of the university.• Efficiently worked within a team to complete tasks in order to achieve objectives.