Zoe Rowbottom Email & Phone Number

Sheffield, England, United Kingdom

Sheffield, United Kingdom

• Working with multiple clients to create Customer Satisfaction surveys, using unique methodologies in order to obtain information required.
• Using data from surveys to provide service improvement recommendations and pinpointing areas which are not customer focused.
• Creating daily, weekly, monthly and quarterly MI; keeping clients up to date with current results.
• Creating bespoke reporting using multiple data sources to support operations with improvement initiatives.
• Identified £25,000 p.a which third party survey supplier was not invoicing other clients for, due to an oversight
• Managing invoicing/payments for third party survey supplier.

• Created new quality standards for every department within BMW CIC ensuring we are compliant with all regulatory bodies.
• Moved quality MI away from manual intervention to an automated process.
• Recruited two further Quality Analysts as more quality checks were required.
• Project lead for the creation of a new Knowledge Base that will eventually be customer facing as well as for internal use.

• Project lead on the implementation of a number of new business initiatives for BMW CIC – including Social Media, eRetail, extended working hours and web-chat.
• Through performance management improved quality scores from 36% pass percentage to 71% pass percentage in 3 months.
• Managed and developed stakeholder engagement with the client.
• Improved procedures to ensure the department is working as efficiently and productively as possible.
• Managed recruitment within the department, re-writing job descriptions to meet requirement.
• Reviewed and adjusted training documentation, as well as the strategy used to get employees up to standard.

• Creating an ever evolving Quality strategy for BMW CIC to ensure we are measuring not only how we talk with our customers, but also procedure adherence.
• Using historic data to analysis where our biggest improvement opportunities are, feeding into key stakeholders developing the required changes and embedding them across the CIC.
• Providing proof of concept for CCMs Quality Assurance Strategy, instilling the confidence within the client for them to move to Capita’s model internally, as well as in the CIC.
• A key member of the project team for the launch and integration of BMW i into BMW CIC.
• Creating a Team Leader Framework to provide the CIC with the skills and knowledge they need to successfully support individuals in a consistent documented approach.
• Managing a team of Quality Analysts to ensure all required observations are not only performed but documented and are of a consistent standard.

• Detailed process mapping identifying numerous opportunities for improvements across multiple clients
• Delivering a 14pt uplift in quality scorecard measure achieving reward on a client which had not achieved reward for over 2yrs
• Creating viable potential FTE savings across multiple clients (£120,000 p.a)
• Providing continuous improvement plans using the DMAIC structure, enabling Operations to take ownership and progress without further support from the Quality team
• Using quartile and decile analysis to identify bottom performs; tracking trends and making recommendations on ways to improve performance
• Managing stakeholders expectations, addressing issues in a professional manor with solutions in mind

• Manage a team of 17+, ensuring all are attaining unit targets
• Arrange additional training sessions to ensure that everyone is up to date and has a good understanding of what is required
• Coaching individual, where appropriate, or where in need so they are clear on expectations and feel comfortable about how they can meet them
• Understanding each member as an individual, getting to know and be able to anticipate when additional support will be required
• Checking/monitoring and giving feedback/support for; scorecards, attendance, behaviour, issues inside of work etc.
• Delivering positive and negative feedback

• Providing an excellent customer service to each and every customer
• Supporting team leaders by delivering coaching and training sessions, monitoring unit service levels and generally making the unit a fun place to work
• Answer technical enquires from other advisors, ranging from network issues to call handling
• Delivering promises and exceeding expectations to create the perfect customer experience