Kerrie Knowles Email & Phone Number

Sheffield, Gb

Sheffield, Gb

Sheffield, England, United Kingdom

Sheffield, United Kingdom

Outline:• Customer Success and Operations Director for an edtech start-up, which provides an educational technology platform that allows students of all ages across the UK and ROI to connect with thousands of expert tutors, across 300+ subjects.Key Achievements:• Cultivated the organisation’s Customer Success Team from 1 department, to 3 departments, which included emails, live chat and telephone lines.• Bolstered the organisation’s cost control measures, by changing service… Show more Outline:• Customer Success and Operations Director for an edtech start-up, which provides an educational technology platform that allows students of all ages across the UK and ROI to connect with thousands of expert tutors, across 300+ subjects.Key Achievements:• Cultivated the organisation’s Customer Success Team from 1 department, to 3 departments, which included emails, live chat and telephone lines.• Bolstered the organisation’s cost control measures, by changing service desks (from Zendesk to Freshdesk) and the organisation’s live chat provider• Mobilised an international team of towards delivering impressive results for the business which led to;  Reducing churn. Propelling reactivations. Driving lifetime value. Increasing team capacity by 40%, through process improvements and efficiencies.• Strengthened the organisation’s team, by being heavily involved in the talent acquisitioning of organisation’s senior and executive staff members; including CMO, CTO, CPO, CEO, International Director, and Data Manager.• Played a pivotal role in guiding, training and mentoring senior, executive and lower level staff members as a Subject Matter Expert across the organisation’s systems and website, which contributed towards the organisation’s strategic objectives in the personal and professional development of key staff members.• Identified staffing and systematic needs of the team, which facilitated the achievement of budget commitments in headcount and systems. Show less

Doncaster, United Kingdom

Outline:• Project Manager for the local authority of the Metropolitan Borough of Doncaster, which provides online services and information about Doncaster Council and the wider borough for locals, tourists and the business community.Key Achievements:• Supported the council’s strategic objectives in reducing the budget for their ‘Day Opportunities for Adults with Disabilities’ service, by implementing new initiatives and cost saving procedures; such as by modifying the referral… Show more Outline:• Project Manager for the local authority of the Metropolitan Borough of Doncaster, which provides online services and information about Doncaster Council and the wider borough for locals, tourists and the business community.Key Achievements:• Supported the council’s strategic objectives in reducing the budget for their ‘Day Opportunities for Adults with Disabilities’ service, by implementing new initiatives and cost saving procedures; such as by modifying the referral process, negotiating premises fees, working with transport services and children's services to minimise transport costs, as well as by steering the closure of none essentials sites, which resulted in savings of circa £890k.• Established a not-for-profit arm of Doncaster Council, which was signed off by the major and director of Doncaster Council. • Spearheaded the successful delivery of the council’s ‘Customer Demand’ work stream, which was a highly complex and complicated piece of work to establish front doors throughput, and blockages, which enabled effective forecast demand on services and cost to the council. • Delivered a rapid improvement project for the council’s ‘Occupational Therapy Service’, which was invoked by failure of audit; improvements made included a reduction in waiting times for assessment, a consistent approach to using the system, demand management, and a new approach to complaints.• Led ‘Social Isolation and Loneliness Alliance’ formation, and the introduction of a new directorate Transport Strategy, which supported the council’s overarching objective of providing assistance for the citizens of Doncaster. Show less

Worksop

Outline:• Operations and Contact Centre Manager for a global of global provider of customer experience and business processing solutions, which delivers onshore and offshore services across the globe.Key Achievements:• Assembled an Outbound Sales Team with 35 FTE to promote household brand’s energy products, which led to the team achieving all targets set by the client.• Implemented 2 new client back office and customer service functions, which increased organisational… Show more Outline:• Operations and Contact Centre Manager for a global of global provider of customer experience and business processing solutions, which delivers onshore and offshore services across the globe.Key Achievements:• Assembled an Outbound Sales Team with 35 FTE to promote household brand’s energy products, which led to the team achieving all targets set by the client.• Implemented 2 new client back office and customer service functions, which increased organisational revenue circa £500k per annum.• Steered an international team of 2 Operations Manager, 20 Managers and circa 400 indirect agents towards meeting demanding service levels and KPIs relating to a number of call metrics including; call count, average handling time, quality of call and average hold time, as well as first call resolution rates.• Enhanced organisational culture, by introducing reward structures, which improved the overall productivity of the team, whilst increasing employee retention levels.• Successfully managed 6 clients and circa 100 FTE within a contact centre, sales and back office capacity; which involved heading the site with autonomy over all site decisions, staffing and training. Show less

Sheffield, United Kingdom

Outline:• Business Analyst for a project consulting company, which provides programme management and business architecture services.Key Achievements:• Introduced a new work throughput system, which simplified the understanding of required FTE for current/future work demands for key organisational stakeholders.• Delivered a capacity realisation programme on behalf of Capita CEB (Capita Employee Benefits), which led to achieving a capacity benefit of 100 FTE for Capita… Show more Outline:• Business Analyst for a project consulting company, which provides programme management and business architecture services.Key Achievements:• Introduced a new work throughput system, which simplified the understanding of required FTE for current/future work demands for key organisational stakeholders.• Delivered a capacity realisation programme on behalf of Capita CEB (Capita Employee Benefits), which led to achieving a capacity benefit of 100 FTE for Capita (25%).• Successfully coordinated 2 sites and multiple Primary Care Services England (PCSE) teams, which involved process analysis, throughput measurement, quality framework implementation, as well as the introduction of management skills; including coaching, huddles, SOP, and development plans. Show less

Leeds, United Kingdom

Bristol, United Kingdom

Outline:• Recruited as Customer Care and Operations Manager for a new broadband entity within OVO Energy, building a new department from scratch and seeing product through to launch.

Outline:• Customer Care Manager for a unified communications and mobile services provider, which partners with the leading service providers to deliver tailored telecom solutions to both national and international customers.

Outline:• Technical Support Manager for a British triple play internet service provider (ISP), which provides broadband, landline and mobile services.

Outline:• Business Cease Manager for a telecommunications provider, which specialises in delivering business internet and telecommunications services to small, medium and large sized businesses across the UK.

Outline:• Solutions and Training Consultant for a United States-listed British company, which offered digital and analogue TV, internet access, and telephone services.

Bsc, Applied Chemistry

A-Levels, General Studies, Geography, Chemistry, Biology, A-C

Gcse'S, 12 Subjects; Including Maths, English And Science, C And Above