Summary
Overview
Work history
Skills
Personal Information
Timeline
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Emma Lysaght

Chesterfield

Summary

Dynamic and results-driven professional with extensive experience in customer service and call centre operations. Demonstrates exceptional interpersonal communication, conflict resolution, and strategic thinking skills. Proven track record in process improvement, performance management, and client relationship management. Adept at cross-functional collaboration, engaging leadership, and proactive decision-making. Committed to enhancing team performance through skilled training and effective workflow management.

Overview

12
12
years of professional experience

Work history

Customer service Team leader for Ethernet High Level Escalations and Director Services Office

BT Group
Leeds
10.2023 - 12.2024
  • I lead a team of 14 people currently across 2 work streams
  • Same ethernet product but handled in a different way for example DSO is case managed from the start of our interaction to delivering service as these are mainly around financial impact/brand damage for the customer or for our blue light customers
  • HLE the job is off the 'Happy path' and its up to my team to get the job back on track and this can involve fast thinking problem solving
  • My main role is to coach and guide the team members to ensure they are pointed at the correct workstack and managing their work load effectively mostly using a system called qlik
  • Having difficult conversations when team members aren’t doing the right thing for our customers
  • Managing under performance and hearings around conduct plus attendance issues
  • I feel I thrive best when working at a fast pace
  • I love looking at data and making decisions on my teams workstack and reporting the achievements to senior leaders

Customer service Team Leader for Fibre Community Partnership and Fibre Availability Customer Service

BT Group
04.2021 - 10.2023
  • Manging these two products is very challenging and requires all my time management and organisational skills
  • I use many different systems salesforce, geohub, piper, NGA to name but a few
  • Fibre Community Partnership engage with stakeholders up to GM level on a daily basis reporting on team performance and how projects are flowing
  • My current team consists of 13 FTE who are skilled in both products I manage
  • In addition to this I also oversee an offshore fibre planning team of up to 15 FTE that support with initial registrations and costings for projects
  • In this role my key responsibilities include; Understand how my teams and I impact the infrastructure solutions scorecard and base our objectives to get the best possible results
  • For example propensity to complain, Time to resolve and the member of public’s journey are all key factors that the team can have an impact on
  • I will use coaching and quality measures to help my team members deliver the best possible service and ensure I have enough resource on a daily basis available to answer the queries and look to reskill in areas we can improve on
  • Within the Fibre community partnership team I am constantly liaising with key stakeholders to understand what areas may fall in a procurement area with government funding
  • How best to recognise the revenue we have and talks with the chief engineers on all pipeline jobs to understand what barriers they are facing to deliver on time so my team can engage communities, extend vouchers and eventually holding hands to order a FTTP service so we can then claim the voucher funding

Covering Infrastructure Solutions Customer Services Leader

BT Group
10.2020 - 04.2021
  • In this role my key responsibilities include; Coaching – I spend a lot of my time coaching, so that each and every member of my team are constantly learning and have the opportunity to succeed and deliver superior service for our customers
  • I have honest and fair conversations with my people regularly so that we set ourselves up for success
  • Customer First – I create an environment where I actively encourage and enable my team to do the right thing for our customers
  • I make it simple for our customers to contact us ensuring that we own customer issues through to completion
  • I’ll also conduct root cause analysis and use this to drive positive change
  • Making best use of my time – I plan and prioritise, making sure my team use the right tools and feedback if something is wrong
  • I understand the commercial impact of decisions we make and work with my team to align their understanding of these
  • Leading by example – I set the tone for my team by demonstrating all the right behaviours
  • I’m a champion at fixing customer problems and help my people to do exactly the same
  • I work with my team to find the best ways to deliver business performance, creating a culture of continuous improvement and knocking down barriers to succeed

Infrastructure Solutions Customer Services Team Member

BT Group
05.2018 - 10.2020
  • In this role my key responsibilities include; Delivering a 1st class customer experience through helpful, consistent and enthusiastic interaction with CP’s, internal colleagues/stakeholders and members of the public, through proactive and reactive transactions
  • Communicating confidently & effectively and updating all relevant parties both internally and externally with the progress of the job
  • Owning to resolution all customer issues that cannot be resolved in real time and action these within an agreed customer timeframe, through demonstrating a customer centric attitude coupled with the necessary knowledge, skills and ability
  • Continually look to improve the service we deliver through providing a brilliant customer experience by challenging and highlighting relevant required changes to the processes and procedures
  • Acting as the voice of infrastructure solutions, putting the customer at the heart of everything I do, leading on and driving change and role modelling customer centric behaviour
  • Leading on the WLR3 process within the team, providing weekly updates to senior management and liaising with the CP on all escalations

BT Openreach Engineer

BT Group
10.2012 - 05.2018
  • In this role my key responsibilities included; Attending End User properties providing telephone services and broadband
  • Helping repair and maintain the network when End Users where out of service
  • Attending dangerous damage jobs to make areas safe for members of the public
  • Dealing with face to face complaints from members of the public/End Users
  • Delivering a great customer service whilst maintaining and promoting a great front line image for BT Openreach
  • Using Openreach systems such as CSS and other engineering related day to day systems

Skills

  • Process Improvement
  • Conflict Resolution
  • Skilled trainer
  • Skilled multitasker
  • Exceptional interpersonal communication
  • Visionary thinking
  • Key holder
  • Interpersonal communication
  • Cross functional collaboration
  • Customer Service
  • Research ability
  • Client Relationship Management
  • Commercial Awareness
  • Empathy and compassion
  • Performance Management
  • Strategic thinking
  • Exceptional telephone etiquette
  • Workflow management
  • Customer service orientation
  • Proactive approach
  • Decision making
  • Engaging leadership style
  • Team performance monitoring
  • Call centre experience
  • Call centre operations
  • Listening aptitude
  • 121s
  • Self-motivation

Personal Information

Date of birth: 13/02/1981

Timeline

Customer service Team leader for Ethernet High Level Escalations and Director Services Office

BT Group
10.2023 - 12.2024

Customer service Team Leader for Fibre Community Partnership and Fibre Availability Customer Service

BT Group
04.2021 - 10.2023

Covering Infrastructure Solutions Customer Services Leader

BT Group
10.2020 - 04.2021

Infrastructure Solutions Customer Services Team Member

BT Group
05.2018 - 10.2020

BT Openreach Engineer

BT Group
10.2012 - 05.2018

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Emma Lysaght