Amy Willis
Trowbridge,Wiltshire
Summary
Team Manager with over 12 years in the Contact Centre industry, skilled in leading diverse, multi-channel teams to drive enhanced performance, customer service and leadership excellence. Demonstrates expertise in coaching and mentoring, performance management, and effective communication. Passion for a creating an inclusive culture, human first approach and customer-focused environment. Skilled in complaint resolution and change implementation, with a deep understanding of HR policies. Known for resilience under pressure and strong organisational abilities.
Overview
16
16
years of professional experience
29
29
years of post-secondary education
Work history
Customer service advisor
Coventry Building Society
Bradford-on-Avon, Wiltshire
2022.09 - Current
- Consistently exceed customer service across multiple channels
- Ability to identify and resolve customer complaints whilst adhering to FCA regulatory requirements and Society Standards.
- Experience built in Financial services with knowledge around FCA requirements, Anti-money Laundering and GDPR.
- Manage and supporting Branch in Manager's absence, ensuring continently of service.
- Review service levels and allocate resource to meet customer demand
- Complete branch control checks to minimise operational and regulatory risks.
- Coaching and real time feedback delivered with action plans in place to review performance
- Successful in applying and completing a 3 month internal programme to enhance Leadership qualities
- Elevated accreditation status to broaden expertise and capabilities
- Championed engagement in Branch and shared best practice with South teams, achieving on average of 90% or above against Great Places to Work survey.
Maternity Leave
Virgin Media
Manchester, Greater Manchester
2021.01 - 2022.01
Customer Service Operations Manager (secondment)
Virgin Media
Manchester, Greater Manchester
2020.06 - 2021.01
- Successfully led teams of 8 managers and 80 agents in remote and hybrid working environment.
- Increased adherence from 76% to 92% within 2 months.
- Improved team's KPI performance by implementing structured coaching and regular one to one development sessions.
- Evaluated final stage customer complaints to guarantee comprehensive investigation and suitable resolutions had been explored prior to issuing final responses in alignment with policy and regulatory standards.
- Led and re-designed virtual academy across two sites (Manchester/Sheffield) for all new customer service advisors to receive support and intensive coaching after training.
- Led initiatives for continuous process improvement, enhancing overall productivity and efficiency.
- Aligned internal complaint handling journey with Complaints department to improve customers journey, reduce duplication and enhance customers experience in front line teams.
- Led and supported other Customer Operation Managers with complex people related cases (grievances/appeals) and managed in line with HR policies and best practices.
- Translated senior management directives into actionable front-line policies and implemented changes with staff.
- Prepared teams performance and presented weekly to Head of Customer Service including any updates on projects or operational risks.
Customer Service Team Manager
Virgin Media
Manchester, Greater Manchester
2009.08 - 2020.06
- Led teams of 10-15 advisors across multiple departments (Customer Service, Complaints, Technical Support and Back office) in various sites (Trowbridge, Swansea, Philippine, Manchester)
- Natural skill with coaching, cultivating relationships and showcasing role model behaviours to drive teams to achieve high performance.
- Effective with performance and absence management
- Ability to evaluate customer interactions against quality framework ensuring compliance, accuracy and customer feedback to enhance service quality
- Able to review data to identify trends and root cause analysis.
- Supported multiple teams through organisational change.
- Organised, process-focused, and able to prioritise tasks effectively
- Mentored people through internal management programmes to support their development and grow capabilities in Leadership qualities or transferrable skills to other areas of the business.
- Managed overall absence for operation (30 Team Managers and 350 agents) by educating on internal policies, providing early intervention for support and identifying process improvements, this resulted in absence reducing from 35% to 12% within 5 months.
- Confident with leading interviews or assessment centres for new advisors.
- Created and led academy model for all new starters across multiple sites (Manchester, Swansea, Philippines)to access speed to competency and embed learning from training environment.
- Implemented strategic plan to enhance customer experience by reducing email volume and improve performance metrics, this resulted in reductions of 4k and enhancing SLA of 24 hours.
Education
NVQ Level 3 - NVQ Beauty Therapy
Trowbridge College
Trowbridge, Wiltshire 2007.09 - 2008.07
NVQ Level 2 - NVQ Beauty Therapy
Trowbridge College
Trowbridge, Wiltshire 2006.09 - 2007.07
NVQ Level 1 - NVQ Beauty Therapy
Trowbridge College
Trowbridge, Wiltshire 2005.09 - 2006.07
A-Levels - Geography & Food Technology
Gillingham High School
Gillingham, Dorset 2002.09 - 2023.07
GCSEs - Maths, English, Science, Geography, Food Technology
Gillingham High School
Gillingham, Dorset 1996.09 - 2002.07
Skills
- Coaching and mentoring
- Performance Management
- Customer-Focused
- Leadership Excellence
- Knowledge of HR policies
- Customer Service
- Complaint Resolution
- Resilience under pressure
- Change implementation
- Strong organisation
- Effective communicator (verbal & written)
- Time efficiency
- Cultural awareness
- Process Improvement
Affiliations
- Health and wellbeing
- Travelling
- Markpotocki@outlook.com
Accomplishments
- Received internal recognition on multiple occasions for Leadership qualities and results, winning monthly and annual events across entire consumer business
- Led and managed customer experience teams of up to 15 advisors, consistently meeting and exceeding service KPI's.
- Reduced Operational Absence from 35% to 12% within a 5 month period.
- Launched and led an academy in a new partnered site (Philippines, Manila), leading a team of subject matter experts to coach and embed learning for new starters. Consistently achieved 94% rate from academy into live production, continuous improvement in training course material based on insight and feedback and average feedback from customers achieved 75% or above within the first month.
- Maintained high team engagement within teams of 80% or above, celebrating successes and reviewing area's of opportunities based from staff feedback.
Timeline
Customer service advisor
Coventry Building Society
2022.09 - Current
Maternity Leave
Virgin Media
2021.01 - 2022.01
Customer Service Operations Manager (secondment)
Virgin Media
2020.06 - 2021.01
Customer Service Team Manager
Virgin Media
2009.08 - 2020.06
NVQ Level 3 - NVQ Beauty Therapy
Trowbridge College
2007.09 - 2008.07
NVQ Level 2 - NVQ Beauty Therapy
Trowbridge College
2006.09 - 2007.07
NVQ Level 1 - NVQ Beauty Therapy
Trowbridge College
2005.09 - 2006.07
A-Levels - Geography & Food Technology
Gillingham High School
2002.09 - 2023.07
GCSEs - Maths, English, Science, Geography, Food Technology
Gillingham High School
1996.09 - 2002.07