Helen Rudd Email & Phone Number

Hawkinge, Gb

London, England, United Kingdom

Canterbury, United Kingdom

Deliver effective analysis for service data and drive transparency of performance alongside KPIs and agreed SLAs internally/externally to ensure CSI initiatives and data driven improvements for frontline customer services via execution of full departmental operational reporting. Provide collaborative and inventive working environment for all team members to improve customer journey, products, and services by empowering and mentoring Service Desk team for implementing policies/ procedures; resulted in higher customer and employee satisfaction levels.• Embedded ITIL best practices into Service Desk; leading Service Desk Institute (SDI) and Customer Service Excellence (CSE) accreditations; increased customer satisfaction rates from 10% to 98%, while surpassing customer KPIs within one year.• Introduced frontline IT support services for student population; improved client engagement in customer segment by 65%+ within six months through collaboration with student focus groups to determine right services for improvement.• Played integral part of service lifecycle from initial design, implementation, support, and disposal of service in technical forums and partnered with developers, QA, systems, and network engineers to deliver products/services for minimising effect on Service Desk and users of newly launched services/products.

Kuala Lumpur, Malaysia

Utilised diverse skills and knowledge for superior brand experience at all stages of product life cycle and workable solutions; suitable for customer and business for generating multi-dimensional and collaborative environment across global departments, divisions, and companies.• Structured team from 0 to 25 and allowed team members to develop in collaborative and learning environment’; maintained low attrition and team’s performance across board; recognised as award-winning team.• Performed ISO27001 for 2005 Information Security Standards within three months and steered transition to 2013 standards; attained certification.• Leveraged combination of applied methodologies in employee engagement, customer centric strategies, and andragogy principles to increase initial contact resolution and quality by 25% and 10% respectively as well as improved all set team KPIs in 2013 and 2014; remained high performing team for four+ years.• Developed and launched full staff development programme, covering on boarding processes, ongoing training, mentoring, and coaching programmes, 1 – 2 – 1 appraisals and team support mechanisms; resulted in low attrition rates and consistently excellent customer care reflected in performance of team.• Consecutively achieved 20%+ set targets over last four years through management of time critical SLAs for Government contracts.

Halifax, United Kingdom

Troubleshooting software applications and server issues for a web based SaaS application (Level 1 and 2)Dealing with end users via a variety of touch points, taking ownership of all incidents until resolution