Kierron Kinley Email & Phone Number

Nottingham, GB

Nottingham, England, United Kingdom

• Forecast Service Desk telephony and chat demand, driving RTE and variance statistics
• Admin duties such as reviewing annual leave, schedule changes and sickness
• Building custom dashboards for real-time and historical insights
• Real-Time performance monitoring and insights reporting

Nottingham, England, United Kingdom

• Subject matter expert in all things NPS and customer insights
• Identify patterns and trends from NPS survey data
• Review online customer returns and analyse for fraud prevention
• Complete daily Boots.com operations reporting
• Industry software knowledge for Glassbox, Qualtrics, SAP, Salesforce (CRM), Verint (WFM), Google Analytics, IBM and Excel

Nottingham, England, United Kingdom

• Monitoring calls to identify drivers in call volume and exploring opportunities to improve customer journey.
• Contributed to how customer insight is both presented and how the raw data is collected via Excel.
• Solely Implemented comprehensive training guides and quizzes for Quality Assurance Training for both new delegates and existing colleagues being up-skilled, which I facilitated both remotely and through public speaking.
• Manage the workflow and smooth running of quality assurance and compliance across 300+ Advisors.
• Researched, documented and planned for the restructure of written content and overall organisation of our Salesforce Lightning HTML email templates across the contact centre which are used by Advisors to reply to.

Nottingham, England, United Kingdom

• Answered customer service calls and responding to emails to an excellent SLA.
• Key understanding of customer journey, behaviours and challenges that each customer faces across Boots.com, Advantage Card, Opticians, COVID-19 Testing and Pharmacy.
• Began on a fixed term contact and was one of a select few to be made permanent.
• Regular overtime and shift changes to adapt to business needs.
• Record of consistent 100% quality score performance.

Nottingham City, England, United Kingdom

• Answered inbound contacts who have reached the end of their broadband contact to achieve customer retention through excellent confidence, resilience and being an active listener.
• Excellent record of C-SAT and QA scores as well as achieving KPI targets consistently.

Nottingham City, England, United Kingdom

• Answered inbound calls from potential customers interested in TalkTalk's services, which allowed me to thrive in a high pressure, competitive sales environment.
• Required precise attention to detail and communication due to handling sensitive customer data and processing of credit checks.

Nottingham City, England, United Kingdom

• Working on an outbound campaign, I would call new TalkTalk customer's to identify areas of potential up-selling to generate more revenue through extensive product knowledge, clear fact-finding and linking benefits of.
• Adaptable between campaigns, I would occasionally support with home Insurance lead-generation for companies such as Payment Shield and Legal and General.

Douglas, Isle Of Man, United Kingdom

• Working in a fast-paced customer-focused retail environment across Home Hardware and Toymaster departments, complimented numerously on social media reviews for my attentive focus on customer experience.
• Completely flexible to business needs, I would work overtime and evenings during busy Christmas periods.

Nvq Level 1 Cookery, Hospitality & Catering, Pass

Activities and Societies: • Managed charity fund-raising events (cake sales) within the college which achieved above initial projections.•.

Aqa Gcses, Mathematics, English & It

• Foundational knowledge in Information Technology, Mathematics and English language and literature • Particularly skilled in Information.