Summary
Overview
Work History
Education
Skills
Timeline
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Kathryn Organ

Kathryn Organ

Summary

Proven track record in setting up new departments, streamlining processes, and implementing innovative solutions to meet evolving customer needs. Expertise in project oversight, contract management, and cross-functional collaboration. Strong skills in CRM software proficiency, operational support, and change management. Demonstrated ability to lead teams effectively, resolve complex issues swiftly, and build strong client relationships.

Overview

12
12
years of professional experience

Work History

CUSTOMER RELATIONS MANAGER

Claremont Living
01.2024 - 12.2024
  • Setting up a new phone system
  • Creating new Operating Procedures
  • Assisting with decision making within the wider Adaptations team
  • Running KPI's in line with the contract set out by Birmingham City Council
  • Managing the team to be free thinkers and spread ideas to make the customer experience our top priority
  • Managing the day-to-day function of the customer relations team
  • Conducting regular 1-1's with the team to discuss their career progression and where we can make improvements
  • Complaint Handling
  • Cross functional working with other departments to ensure the best service for our customers and building internal & external relationships
  • Assisting with Fire Safety and any health and safety queries.

CUSTOMER CARE TEAM LEAD

Quanta Dialysis Technologies
09.2021 - 12.2023
  • Running monthly KPI reports for sales, patient usage, mean time to failure and phone handling
  • Assisting with hiring and training new employees to the customer service and technical support team in the UK and USA
  • Managing the Day-to-Day function of the Customer Care team and working closely with the Field Service team
  • Streamlining processes and updating operating procedures and work instructions to reflect this and then distributing these to the team
  • Being the escalation point for customer complaints
  • Meeting clients and running through the customer service function and the level of service they can expect
  • Assisting with implementation of a new CRM system (MS365) and ERP system (MS365)
  • Ownership of On Call Rota and On Call switch over
  • Using Umbraco back office
  • Helping patients with technical troubleshooting on their Dialysis machines
  • Setting up a new phone system for the customer service team
  • Machine hot swaps and patient bundle orders
  • Helped set up a digital health platform and support implementation and training in clinics.

Customer Service officer

07.2020 - 09.2021

MARKETING AND CUSTOMER CO-ORDINATOR LEAD

11.2018 - 07.2020
  • Gardening naturally
  • Processing order on order wise over the phone
  • Uploading adverts onto amazon and eBay
  • Processing returns
  • Refunds and replacement items using Order wise
  • Reconciliation of accounts
  • Sending out mailing advertisements of latest offers
  • Taking photographs of new products for the web page
  • Uploading products onto website through seller-deck and Magento
  • Dealing with customer queries and complaints
  • Editing images on photoshop, writing work instructions
  • Working B2C and B2B.

CUSTOMER CARE CO-ORDINATOR

Kimal plc
05.2017 - 10.2018
  • Resolved customer issues by actively listening to complaints and offering effective solutions
  • Organised and maintained customer service documentation, ensuring compliance with data protection regulations
  • Provided empathetic support to customers during service disruptions
  • Addressed and resolved escalated customer complaints
  • Periodically reviewed customer service procedures.

BAR STAFF, Castle view
05.2018 - 08.2018

TEMP WORKER

Brook
02.2017 - 12.2017

ISQ ADMINISTRATOR

Air Liquide (Homecare) Ltd
02.2017 - 05.2017
  • Maintained impeccable office organisation to support efficiency, professionalism and performance objectives
  • Administered physical and digital filing systems, keeping records well-organised and easily retrievable for team members
  • Facilitated risk assessment processes, identifying critical assets and implementing appropriate safeguards
  • Oversaw incident response activities, including investigation and reporting of security breaches and potential threats.

LEGAL/COMPLIANCE ADMINISTRATOR

Ludlowthompson
10.2015 - 12.2016

OPERATIONS ADMINISTRATOR

Wickens Engineering
01.2013 - 12.2015
  • Served as the first point of contact for external enquiries, delivering professional customer service and enhancing company reputation
  • Reviewed supplier audit documentation to manage supplier performance
  • Managed inventory of office supplies, placing timely orders to avoid shortages and disruptions
  • Conducted regular audits of office procedures to identify and rectify compliance issues.

Education

BSC Open Business Degree -

Open University
levels
10.2024

GCSE -

01.2011

A-C grades Chamber of commerce –The role of the team leader training course -

01.2008

Skills

  • NPTC – Level 2 Customer Service

Timeline

CUSTOMER RELATIONS MANAGER

Claremont Living
01.2024 - 12.2024

CUSTOMER CARE TEAM LEAD

Quanta Dialysis Technologies
09.2021 - 12.2023

Customer Service officer

07.2020 - 09.2021

MARKETING AND CUSTOMER CO-ORDINATOR LEAD

11.2018 - 07.2020

BAR STAFF, Castle view
05.2018 - 08.2018

CUSTOMER CARE CO-ORDINATOR

Kimal plc
05.2017 - 10.2018

TEMP WORKER

Brook
02.2017 - 12.2017

ISQ ADMINISTRATOR

Air Liquide (Homecare) Ltd
02.2017 - 05.2017

LEGAL/COMPLIANCE ADMINISTRATOR

Ludlowthompson
10.2015 - 12.2016

OPERATIONS ADMINISTRATOR

Wickens Engineering
01.2013 - 12.2015

BSC Open Business Degree -

Open University

GCSE -

A-C grades Chamber of commerce –The role of the team leader training course -

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Kathryn Organ