Evan Mills
London
Summary
Experienced and empathetic leader with a passion for customer and client experience driven through strong team culture. Skilled communicator with a strong desire to understand customers and provide a positive customer experience. Proven success managing to KPIs, managing stakeholders, supporting team members with their own personal development, and an integral part of a company migration to AWS.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work history
Customer Care Team Lead
So Energy
2024.11 - 2026.03
- Oversaw the rollout of live chat on AWS, with customer wait time down by 14%, abandonment rate down by 12%, and CSAT up by 7%.
- Reduced ticket backlog within the team to the lowest in the department.
- Lowest complaint numbers in the department between July 2025 and January 2026.
- Highest retention rate in the department since being in the role, with 89% of new starters passing probation and only two agents leaving the company.
- Highest CSAT of any team in Q2 and Q3 2025 (86%). Highest QA pass rate for 2025 of 91%. Managed to KPIs such as CSAT, FCR, CPH, ACW, AHT, QA, and FCR.
Development and Quality Lead
So Energy
2022.09 - 2023.11
- Oversaw and contributed to a 5% improvement in average quality score among customer care teams I worked directly with in my time in the role.
- Created a new scorecard and quality framework for the payments team.
- Working with third parties to improve their quality score, with one third party seeing a 7% overall increase in quality from when they started working with me.
- Feeding back process and technical improvements to the process improvement team and senior leadership, including overseeing a change to how contacts are evaluated.
Customer Care Advisor
So Energy
2021.10 - 2022.09
- Providing outstanding customer service to customers, averaging a quality score of over 90%, CSAT score of over 80%, and FCR of over 85%.
- Was recognised as the most productive customer care advisor on the floor, achieving over 6 contacts per hour when the target was 4 contacts per hour.
Team Leader and Bookings Manager
Stonegate Pub Company
London
2019.10 - 2021.09
- Responsible for booking and managing large events to ensure customer satisfaction.
- Creating and communicating shift plans.
- Managing shifts and counting tills.
- Launching marketing campaigns to grow the business.
Education
BA - Politics
King's College London
2016.09 - 2019.08
Skills
- Communication skills
- Team building
- Leadership
- Quality Assurance
- Microsoft office suite proficiency
- KPI tracking
- Coaching
Certification
Circl Coach
Timeline
Customer Care Team Lead
So Energy
2024.11 - 2026.03
Development and Quality Lead
So Energy
2022.09 - 2023.11
Customer Care Advisor
So Energy
2021.10 - 2022.09
Team Leader and Bookings Manager
Stonegate Pub Company
2019.10 - 2021.09
BA - Politics
King's College London
2016.09 - 2019.08