Summary
Overview
Work history
Education
Skills
Affiliations
Accomplishments
Timeline
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Anne Louise McCarthy

Glasgow

Summary

My Professional journey at BT ended in April 2023 following office closure in Edinburgh. Recent years dedicated to helping care for my mum, travel, and personal growth. Strong track record of adapting to new situations and managing priorities efficiently.


I'm a dedicated professional with a proven track record in customer services and customer satisfaction, excelling in high-pressure environments. Demonstrates exceptional communication skills and proficiency in Microsoft Office, including advanced capabilities in Excel, PowerPoint, and Visio. Known for being a self-starter and effective collaborator, fostering strong relationships to drive team success.

Overview

13
13
years of professional experience

Work history

Customer Service Order Delivery Manager

BT Global Services
Edinburgh
04.2018 - 04.2023
  • Led a team of Order Delivery Advisors to successfully handle, execute, and deliver complete communication solutions while upholding high standards of customer service throughout. Consistently above target of 95% in both delivery & customer satisfaction.
  • Managed logistics for timely delivery of goods and services, addressing unforeseen challenges effectively.
  • Set schedules of work and monitored progress to achieve timely programme delivery.
  • Cultivated strong internal and external client relationships through outstanding customer service initiatives.
  • Instructed teams on best practices to enhance operational speed and accuracy.
  • Built collaborative relationships across teams to ensure project success.
  • Managed stakeholder expectations throughout project delivery to mitigate concerns.
  • Consolidated and illustrated daily, weekly performance metrics on Excel for presentations.

High Level Complaints Manager

BT Global Services
Glasgow
04.2015 - 04.2018
  • Managed CEO-level complaints, coordinating with departments to resolve issues effectively.
    Performed data analysis to pinpoint failure points and improve processes.
    Achieved successful client outcomes through cross-department collaboration.
  • Tracked and evaluated all High Level Complaints, assessed trends via Excel, and leveraged findings to work alongside relevant departments to perpetually improve customer satisfaction.
  • Elevated customer satisfaction from 80% to 95% consistently

Recruitment & Training Manager

BT
UK
01.2012 - 04.2015
  • Bi-annually facilitated recruitment process by drafting job advertisements and reviewing applications.
  • Conducted interviews to evaluate and allocate candidates to appropriate roles.
  • Supervised on-boarding of new recruits and launched extensive six-month training programme.
  • Maintained weekly check-ins with new recruits and managers to address any concerns.
  • Collaborated with external agencies to attract best skilled candidates

Previous Roles

BT Global Services
Various
01.2010 - 01.2012
  • Achieved Silver Accreditation in Continuous Improvement through rigorous evaluation processes.
  • Executed business improvement initiatives to enhance operational efficiency.
  • Rolled out automation strategies to optimise workflow and reduce manual tasks.

Education

SVQ Level 5 - Communications and Customer Service

Langside College
Glasgow, Glasgow City

Skills

  • Strong written and verbal communication skills
  • Ability to manage stress
  • Customer service expertise
  • Advanced Microsoft Office skills, in particular excel
  • Self-driven and motivated
  • Team-oriented collaborator
  • Problem solving
  • Managing relationships

Affiliations

  • Outdoor activities - Snowboarding, hill walking
  • Live music & soxcialisiing
  • love a new challenge

Accomplishments

  • Service Excellence Award for outstanding customer service
  • Silver Accreditation in Continuous Improvement.
  • Training Programmer and Delivery
  • British Sign Language Basic Level



Timeline

Customer Service Order Delivery Manager

BT Global Services
04.2018 - 04.2023

High Level Complaints Manager

BT Global Services
04.2015 - 04.2018

Recruitment & Training Manager

BT
01.2012 - 04.2015

Previous Roles

BT Global Services
01.2010 - 01.2012

SVQ Level 5 - Communications and Customer Service

Langside College

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Anne Louise McCarthy