Ashley Southgate
Ipswich,Suffolk
Summary
Results-driven professional, leveraging problem-solving skills to overhaul, improve and refine company processes. Strategic thinker with intermediate analysis skills who prioritises stakeholder engagement to achieve their goals. Confidently tackles large scale challenges with a willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
2
2
years of post-secondary education
Work history
Strategic Service Improvement Site Lead
UK Power Networks
Ipswich , Suffolk
01.2018 - Current
- Supported in creating strategic development plans to instigate departmental change, adding value and innovation to business decision-making.
- Presented monthly key metrics to management through detailed, informative technical reports - relevant to key stakeholders level
- Analysed quality metrics and performed managerial reviews, recommending action plans to close gaps in performance.
- Supported with creating auditing processes to increase performance and output quality.
- Utilised data and insight to create ideal customer journey to achieve KPI's
- Identified corrective and preventative action for quality issues through complete failure investigations.
- Produced detailed quality performance reports, assessing progress towards key project goals.
- Improved customer satisfaction ratings by addressing process shortfalls through detailed root-cause analysis.
Customer Service Advisor
UK Power Networks
Ipswich, Suffolk
09.2017 - 01.2018
- Trained junior agents on customer service excellence, boosting customer satisfaction scores
- Continually updated customer databases, ensuring compliance with GDPR regulations.
- Used outstanding problem-solving and communication skills to appease dissatisfied customers.
- Processed complaints professionally, seeking effective, timely solutions for continued customer satisfaction.
- Achieved daily performance targets
- Improved call metric standards to exceed performance KPI targets.
- Handled high call volumes with accuracy and efficiency for optimum productivity.
- Used targeted questioning techniques to determine customer needs and appropriate support.
- Established positive customer rapport using multiple communication channels.
- Managed customer expectations to improve satisfaction rates.
- Delivered telesales scripts clearly to engage callers with relevant service information.
Contracts Manager
Triple AAA Couriers
Ipswich , Suffolk
06.2014 - 08.2017
- Managed payroll operations for team of employees.
- Developed professional relationships with clients to build trust, respect and reliability.
- Resolved complaints and minimised concerns by providing incentives.
- Prepared monthly reports, account reconciliations and financial statements.
- Developed process improvements and presented to management for approval.
- Simulated plans in Pallet Network to showcase options and identify problems.
Fresh Manager
Asda
Ipswich, Suffolk
08.2010 - 06.2014
- Conducted staff appraisals and promoted ongoing professional development.
- Toured sales floor regularly, assessing and improving daily operations.
- Ran promotions and events in line with company standards.
- Recruited and trained staff members, leading by example to consistently elevate store standards.
- Completed opening and closing procedures each day.
- Kept staff records regarding holidays, absences and discipline.
- Developed team's product knowledge, resulting in increased store sales.
- Performed various store operations including opening and closing procedures, product display management and budget control.
- Inspired team to represent brand with enthusiasm by maintaining high standards.
- Analysed sales figures, identifying areas to improve and implementing remedial action.
- Led briefings to improve store-wide communication.
- Oversaw business staffing and training, building successful, customer-focused team.
Education
Level 2 Electrical Power Engineering -
Basingstoke College of Technology, Otley College
2018
NVQ Level 2 - Business Management
City And Guilds
Ipswich 06.2013 - 02.2014
NVQ Level 3 - Construction Management
Otley College
Otley 09.2008 - 07.2009
GCSEs - 11 Grade C - Including Physics, Chem, Bio, Math's, English Lit, English Lang.
Stoke High School
2001 - 2006
Skills
- Customer service
- Data profiling
- Process improvement
- Data collection and analysis
- Data visualization
- Strategic planning
- Key Performance Indicator (KPI) management
- Superior communication skills
- Concise time management
- Strategic consultancy
- Coaching leadership
Timeline
Strategic Service Improvement Site Lead
UK Power Networks
01.2018 - Current
Customer Service Advisor
UK Power Networks
09.2017 - 01.2018
Contracts Manager
Triple AAA Couriers
06.2014 - 08.2017
NVQ Level 2 - Business Management
City And Guilds
06.2013 - 02.2014
Fresh Manager
Asda
08.2010 - 06.2014
NVQ Level 3 - Construction Management
Otley College
09.2008 - 07.2009
Level 2 Electrical Power Engineering -
Basingstoke College of Technology, Otley College
GCSEs - 11 Grade C - Including Physics, Chem, Bio, Math's, English Lit, English Lang.
Stoke High School
2001 - 2006
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