Summary
Overview
Work History
Education
Skills
Custom
Timeline
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Holly Brown

Chester-Le-Street,County Durham

Summary

I am a results-focused management professional offering 20 years of progressive leadership experience. I am an ambitious pro-active individual who works well under pressure with a flexible work ethic. Transforming high-potential staff into outstanding leaders who demonstrate the creativity and accountability that is critical to business and meeting operational goals. A dynamic professional with a proven track record of achieving business KPI’s. Committed to supporting, recruiting as well as developing, engaging and retaining talented staff to deliver customer centric service. Sophisticated in communicating and collaborating effectively by relying on excellent interpersonal skills, outstanding customer service and solid expertise in contact centre performance and customer management. Tailored stakeholder engagement for maximum output and build lasting relationships. Proficient HR policies and procedures, ensuring compliance, whilst still driving a positive workplace environment. Committed to driving continuous improvement and enhancing operational efficiency.

Overview

23
23
years of professional experience
7
7
years of post-secondary education

Work History

Dispute Resolution Coach

TAG
Warrington
09.2022 - 05.2025
  • Supporting and developing teams of DREs to deliver fair, empathetic and impartial outcomes for consumers and suppliers.
  • Proactive leading and coaching through tailored support to excel in their roles in line with internal Quality Framework.
  • Project work to drive continuous improvement (Appeals Team) over two workstreams simultaneously maintaining high output.
  • Adapting to ever-changing environments whilst maintaining a high-performance culture through engagement and collaboration among team members with a track record of results.
  • Providing constructive feedback to DREs, providing technical expertise and support in handling complex or sensitive cases with a tailored approach.
  • Conducting regular performance reviews to evaluate and improve the progress of Dispute Resolution Exective’s in all metrics such as productivity, quality, and value-driven behaviours.
  • Reviewing team and individual performance ensuring effectiveness of outputs on a continuing basis, setting clear expectations and driving accountability and ownership for their own results.
  • Engaging and collaborating with peers within the community to solve operational and organisational challenges, providing feedback and highlighting potential risk to contribute to running the business.
  • Communicating decisions and messages clearly and effectively with transparency and understanding with internal and external stakeholders.
  • Excellent interpersonal skills, with the ability to build strong, effective relationships at all levels inside (Regulatory Affairs/Legal/Relationship Team) and outside the organisation. (National Energy Action/OFGEM).
  • Strong communication skills, including advanced report writing and the ability to deliver clear verbal feedback.
  • Adjusted coaching style according to changing needs of the team, maximising adaptability and flexibility.
  • Encouraged innovative thinking in the team, fostering an environment of growth and development.
  • Coordinated cross-functional teams, achieved project milestones on schedule.
  • Supporting peers with guidance on HR process’ to develop skills and maintain a consistent and fair approach.
  • Leading by example with confidence, displaying TAG values and behaviours with a right first-time approach to case resolution as early as possible in the customer journey with consumer challenges and escalated complaints.
  • Supporting and leading change, making recommendations to the business on improving operational efficiencies and processes.
  • Analysing data to proactively share trends, insights, and best practice to drive continuous improvement in individual, team and community performance.
  • The ability to stay calm under pressure, prioritise effectively, and manage real-time challenges and changes with resilience and focus.

Investigation Officer/ Dispute Resolution Executive

TAG
11.2021 - 05.2025
  • A customer centric role working with consumers and suppliers to gain a balanced view of each case.
  • Use my excellent communication skills to ensure all parties involved in the dispute feel heard, investigate the complaint in a fast paced, consumer driven environment working on several different cases at any one time, always ensuring I am listening to my customer’s needs, using a variety of written and verbal communication channels.
  • I am naturally empathetic and great at building relationships, ensuring that consumers and suppliers feel valued.
  • I demonstrate sound judgement in making sound decisions and display strong analytical skills with the ability to review large amounts of information in a methodical and timely manner, ensuring decisions are made at pace.
  • I consistently achieve my KPIs and have supported and stood in for my Coach while he is on annual leave, providing feedback, dealing with escalations and chairing meetings.

Operations Manager

npower
Peterlee, Durham
02.2020 - 11.2021
  • Company Overview: Energy/Utility sector (Homebased)
  • Seconded into supporting Eon as Operations, setting up a brand new campaign in an outsourced role.
  • Identifying gaps and implementing key changes such a bespoke support platform to upskill advisors, share knowledge and best practice, and reduce complaint resolution time.
  • Driving team performance to over achieve ever changing KPIs and metrics set by Eon.
  • Playing a key role in celebrating success and lifting moral.
  • This is alongside my operation manager role as part of an Events Team focused on keeping moral high to reduce absence.
  • Analysing trends and feedback from customers to highlight process issues, advisor feedback and improve future customer service.
  • Enhanced my planning skills as adapted to fast paced deadlines and prioritised to ensure all were met.
  • Decision maker, having the ability to think fast to certain scenarios that can impact customers, people and performance.
  • Energy/Utility sector (Homebased)
  • Lead from the front by role modelling, supporting and coaching Managers to help them achieve their best potential and achieve/over achieve daily performance measures including customer satisfaction, compliance and complaint closures.
  • Inspire and encourage a positive working environment by listening and responding to feedback from all levels of colleagues ranging from staff to stakeholders.
  • Celebrating success and sharing best practices effectively.
  • Ability to adapt to change, managing a diverse workload which is flexible based on customer and business needs whilst also keeping the engagement of my staff at a high.
  • Ability to analyse performance metrics so areas can be identified and recommendations made for performance improvements.

Operations Manager

npower
Durham, Durham
06.2018 - 02.2020
  • Managed multiple work stream agents to meet various customer-driven and internal KPIs.
  • Implemented a specialist team for complex metering complaints, enhancing overall productivity.
  • Ensured appropriate complaint types were directed to suitably skilled agents.
  • Identified demand fluctuations and upskilled agents to maintain service levels.
  • Administered capability and disciplinary processes fairly, ensuring staff support aligned with company policy.
  • Provided redundancy support through recruitment assistance, role play, CV guidance, and emotional care.
  • Successfully coached two advisors into permanent roles via targeted one-on-one competency-based training.
  • Energy/Utility sector (Site/Homebased)

Performance Coach

npower
Durham, Durham
04.2005 - 06.2018
  • Company Overview: Energy/Utility sector
  • Key accountabilities of my role was to ensure the best performance out of an individual and team.
  • Supported and upskilled to help people work out their own solutions using a mix of communication techniques, taking the existing skill and building on these to get the best from them.
  • Introduced new skills and gave them knowledge which lead to improve results for the company.
  • Increased productivity whilst brought a greater sense of commitment and loyalty from team members as they felt more connected and valued, this also worked for reducing stress by sharing tips on how to manage difficult conversations, adapt to customer types and break down barriers preventing them from achieving their target.
  • Key achievement was my management of Academy where agents graduated from training and were held until they were fully effective to be released.
  • 90% of competent agents were released within the 10 week programme with the other 10% being released by 12 weeks.
  • Energy/Utility sector

Senior Complaints Advisor

npower
05.2004 - 04.2005
  • Company Overview: Energy/Utility sector
  • My main role in the complaints team is as a case handler dealing with a caseload of 40 complex customer queries at a time, my objective is to assist customers in overcoming problems, issues or complaints and to rectify this, make sure they are happy often after having some very difficult conversations.
  • My KPIs were over achieved in this role.
  • My caseload, customer service quality score and closure KPIs were always met, often with me buddying new recruits to role model.
  • Dealing with customers on the telephone, email, letter and occasionally face to face.
  • Liaising with other departments to ensure customer’s expectations are met.
  • Using my excellent negotiation and objection handling skills and empathising with customers in every case.
  • Preventing further escalations internally as well as Consumer Direct/Ombudsman referrals and achieve first call resolution.
  • Energy/Utility sector

Assistant Manager

Bodyshop
02.2002 - 05.2004
  • Company Overview: Retail sector
  • In this role I created and maintained rotas, serviced customers face to face including customer complaints.
  • Cashed the tills and locked up.
  • Stock taking and stock ordering.
  • Held disciplinary and capability meetings.
  • Planned and ran training and upskill sessions.
  • Stood in as first point of contact when the Branch Manager was off.
  • Provided sales targets, drove sale performance and justified performance with stakeholder.
  • Retail sector

Education

GCSE - English Literature, English Language, Maths, Science

Park View Comprehensive School
Durham
01.1995 - 01.2000

A Level - English Literature, Business Studies, Psychology

Park View Sixth Form
Durham
09.2000 - 09.2002

Skills

  • Performance monitoring
  • Continuous Improvement implementation
  • Leadership development
  • Team Leadership
  • HR policies and procedures

Custom

Available on request

Timeline

Dispute Resolution Coach

TAG
09.2022 - 05.2025

Investigation Officer/ Dispute Resolution Executive

TAG
11.2021 - 05.2025

Operations Manager

npower
02.2020 - 11.2021

Operations Manager

npower
06.2018 - 02.2020

Performance Coach

npower
04.2005 - 06.2018

Senior Complaints Advisor

npower
05.2004 - 04.2005

Assistant Manager

Bodyshop
02.2002 - 05.2004

A Level - English Literature, Business Studies, Psychology

Park View Sixth Form
09.2000 - 09.2002

GCSE - English Literature, English Language, Maths, Science

Park View Comprehensive School
01.1995 - 01.2000

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