Serena Kittridge Email & Phone Number

Alrewas, Gb

Tamworth, Staffordshire, Gb

High Wycombe, Gb

Birmingham, Solihull , Gb

UK's market leader in spare parts & accessories for white, brown and green goods, c600 employees, with access to over 2 million products. Operating as multiple brands over 120 websites in UK & internationally.Responsible for a team of 130 employees, covering all contact channels such as calls (77k), digital & social media (40k) and Live Chat (23k) per month, reporting to General Manager - Business Improvement. Operating in both inbound B2C and B2B Sales & Service environments.Reduced Contact Centre attrition by 40%, by redesigning and implementing additional recruitment channels, competency based interviews and upgrading the induction process.Led, supported and managed an increase in Live Chat from 5k to 23k per month, over a 3 month period.From analysing data and trends, identified and introduced a new 3 day part time shift pattern to better manage the work flow peaks.

Burton Upon Trent, Staffordshire, Gb

HAH is UK's largest home healthcare provider, c 1000 employees, caring for 150k patients in their homes, and dispensing in excess of 1million prescription items annually.As Head of Customer Services reporting to the Operations Director, had P & L responsibility for £2m budget, in a B2C, mainly outbound environment arranging regular medical deliveries to patients, c40k contacts handled per week with 200 staff.

Framingham, Ma, Us

Staples is the world's largest office supplier offering over 11k products in office supplies, with over 2k stores in 26 countries.Responsible for multi site customer service teams with a £2.8m P&L, UK coverage, Inbound Customer Service teams in a B2B environment, PRINCE2 Implementation Team, Customer Administration and Reception. Executive Board member, reporting to UK CEO – directing 120+ staff

Mascot, Nsw, Au

Responsible for the operational management of Customer Service Teams in multi site locations in a B2B environment mainly inbound.Corporate Express was taken over by Staples

Managing and Delivering Tenders and Quotations for all UK business contracts in excess of £50k.Which included attending short list meetings with clients, publishing manual tender documents and ecommerce bidding events, to strict timescales and specifications.Universal Office Supplies was taken over by Corporate Express.